Technical Support
A Truclean technician will call to your site weekly and as usual from your site representative. Due to the nature of some facilities, we are flexible with the need to respond to emergencies and can negotiate additional calls when necessary. Our continuous service improvement process focuses on effective running of sites with as little disruption to staff and management as possible.
Sales and service executives will carry out the following services when in attendance on site:
- Meet with designated site contact to discuss issues
- Carry out checks of all installed dispensers and service them where necessary
- Test chemical levels and temperature on all washers
- Complete a dispenser service report for all chemical dispensing equipment
- Check chemical store for stock levels and stock rotation
- Check all SDS, labels, colour coding, bottles and wall charts are in place
- Perform a usage rate review to ensure chemical use meets expected rate in both kitchen and house-keeping
Engineering Support
Our customer management approach and depth of technical training for sales staff ensures a knowledge point of contact is available for all sites at all times.
While actual chemical and dispenser failure rates are less than 1%, approximately 45% of these service call outs are due to reasons other than chemical or dispenser failure. While an expensive time cost, we do not charge for service calls unless there is excessive use of time in diagnosing other third party issues. Any such issues are usually avoided by exposure in regular management reports.
Emergency situations are minimized with a combination of:
- Installing the best in market dispensing technology
- Detailed site analysis before selecting dispensing and cleaning products
- Detailed customer service reports for each site at negotiated modules design tailored to meet customer requests
- Training records and staff certificates
- Dispensers will be replaced according to manufacturer’s optimum working life span based on average wear and tear.
Training
Truclean understands the need to work with diverse cultures, ages and personalities within the daily operation of your facility. In conjunction with statutory requirements such as OH&S, cost effective use and safe handling of chemicals is addressed with regular staff training sessions (including online), equipment inspections and formal customer service reports.
Sessions are formally conducted with the following included:
- Register of all attendees
- Certificate provided to each participant
- Training notes, questionnaires and handouts provided to each attendee
- Practical demonstrations and hands on usage of what to use where
- Log of training provided to managers
Other free customer satisfaction initiatives are:
- Regular site inspection reports
- Regular chemical use risk analysis
- Formalised safe product use and how to use training
- Access to online training