Carter Synergy

Carter Synergy uses CommLink’s inbound call centre services to deliver a high quality out of hours call desk, processing emergency repair information and efficiently dispatching engineers to their clients.

Carter Synergy is a nation-wide provider of refrigeration, air-conditioning, mechanical, electrical and other core building services disciplines. From design, project management, plant manufacture, through to installation, commissioning and service and maintenance.

Operating from three regional centres, Birmingham (Head Office), Liverpool and London, they work in conjunction with their Scottish Based sister company, KB Refrigeration, offering experience and expertise throughout the United Kingdom.

Their focus is on innovation, environmental concerns and strategic client partnerships, continuing to be the market leaders in their field.

“CommLink have provided our out of hours call logging and dispatch for many years, adapting to our growing and changing needs as our business dictates, providing a seamless and efficient extension to our daytime operation in delivering first class service to all our customers”

Phil Hammond
Service Director, Carter Synergy

The Challenge

Carter Synergy offer a fully integrated, national team of service and maintenance engineers to cater for their client’s refrigeration and air conditioning needs. They provide a highly efficient response service to their Retail, Commercial and Industrial customers, 24 hours a day, 365 days a year. During office hours, Carters operate their help desk in-house, but a solution was required for their out of hour’s response management. Carter Synergy needed a versatile partner capable of providing this service in a cost effective fashion, integrating with their job management system and providing a speed of response in line with their own.

The Solution

Carter Synergy appointed CommLink to provide them with an Out of Hours Response Management Service. CommLInk’s operators receive Carters out of hour’s calls by both email and telephone. As each of Carters clients have different repairs criteria, we have had to adapt our systems to represent the specific SLA’s of each of their clients, handle the multiple disciplines offered and tackle seasonally affected call volumes. In this instance, our flexibility also allows us to process their calls during daytime hours should they wish us to do so. CommLink operators connect via a secure VPN to Carters in-house service management system, logging all fault calls and allocating each job to the relevant on-call engineer’s PDA. We track jobs, ensuring the engineer has accepted, or where declined, taking appropriate action to reallocate to an alternative engineer.

The Result

CommLink’s service works as a true business extension to Carter Synergy’s daytime service provision and has enabled the company to provide a high quality customer response service, 24 hours a day. The partnership has ensured Carter Synergy achieves not only their own business objectives, but meets their clients strict SLA’s at all times.