Ficep UK Provide the Highest Ratio of Service Engineering Staff to Installations in the Industry!
Ficep UK was founded at the start of 2000, it consisted of a two people, Bob King in service and Mark Jones as Director with a handful of existing customers. Prior to the founding of Ficep UK all sales and service were carried out by agents. With the rapid expansion of Ficep's industry-leading technology it enabled us to quickly gain a substantial market share in the UK by offering to the industry technological solutions that were not previously available to fabricators in the industry.
The market need for better CNC solutions that achieved high accuracy, productivity and technology that was previously not available enabled us to achieve over 200 CNC system installations in this short period of time.
The business growth drove the company to expand on the service support levels that customers demanded. We appreciate that with most of our customers our CNC line represents the heart of their production facility, and if any breakdowns occur, the entire manufacturing operation would suffer almost immediately.
From the start we realised the importance of supporting customer’s requirements for continued support from both our parent company and the UK operation, as such we have invested in key personnel and systems to accommodate the fast reaction demanded by customers. Our continuous investment in service to support all our equipment in the field is paramount to the success of our curtomers.
The size of a customer service organisation compared to the number of installations is extremely important, but this is only part of a successful support plan as the organisation within the team and their ability to embrace state-of-the-art technological solutions is what is behind a successful customer service team!
Presently 80% of Incoming Service Calls are Resolved Remotely!
The progressive changes that have been implemented to-date permit us to now resolve 80% of customer requests on the same day. This is a testament to the power of the Ficep "TeleService" which through the internet unleashes the diagnostic power of our PC based control system so we can effectively place an engineer on-site in minutes! The same diagnostic routines, parameter changes, software installations, etc. that our engineers traditionally performs on-site can now be implemented remotely through the internet.
Please review some of the investments and progressive changes that have been implemented during the past few years to grow our customer support.
Services and Operations
Spare Parts Support
We currently stock several hundred thousand pounds of spare parts in the UK, which is now managed and tracked with the implementation of an automated software to provide spare parts back up locally.
The system tracks traditional usage so we can focus on our quick turnaround of spare part for overnight delivery. Some customers who can't wait for next day delivery have even elected to collect from our UK HQ facility directly.
Customer Service Administration and Service Contracts
We provide a separate customer service phone number 01924 897756 so customers can avoid the delay of going through our central switchboard. If our HotLine Engineer is not immediately available, we log the service request into our customer service support software so when the engineer is available the call can be responded to, he has the complete machine history available and much of the current relevant information is available to speed up the diagnostic process.
Experienced Tech Support
With our Hotline support engineers Ian, and other field engineers available to assist, we now average over 25 years of CNC/computer experience. This gives them the type of expertise to diagnose challenges without delay by using an internet connection to your Ficep CNC line.
This is like placing an engineer on-site in minutes to perform diagnostic checks, yet we may be several hundred miles away from your installation.
We have an in-house training facility at our Wakefield HQ location where customers can send operators, maintenance staff and programmers for training in a classroom setting without the typical interruptions that generally occur if training is done on site.
This can also be done in Varese, Italy before the line is re installed to enhance the effectiveness of the training and installation experience.
This service is presently being used by new and existing users who have new staff that require training. We currently schedule these three-day courses to suit a customer’s requirements when required.
After Sales Support
Based upon your specific machine and serial number, which is tracked in our customer service software, one of our engineers, like Ian, can view the relative engineering documentation online to identify the problem and to facilitate the resolution.
By utilising this system, we are able to conduct additional training, diagnostics or demonstrate best practice operational procedures by sharing both video and audio where all parties can view the screen of the CNC control simultaneously.
Proper part identification frequently requires the user to interface with someone in our spare parts department, such as Alison Walker or Richard Clark. Viewing the relative spare parts documents electronically assists in the spare part identification and ordering function.
They can be reached at the main service number 01924 897756. Emails concerning spare parts can be sent to firstname.lastname@example.org
Regionalized Field Service Support
We have also grown our field service support staff substantially in numbers and capability. Our field team has extensive CNC experience and has also participated in extensive training on Ficep equipment. To achieve more effective field service support, we have now regionalized our field service support team where we have multiple techs that are dispatched from eight different regional locations.
To be able to maintain your CNC lines at maximum efficiency, we also offer service contracts to our users where we can provide the required staff to achieve this goal. This program can be tailored to meet the specific needs of your organization.
Additional Regional Service Support Facilities
We now are able to provide customer service phone support for 18 hours per day with the recent addition of two additional customer support offices in Montreal and Southern California.
Customer Support Now in Spanish and French
We are currently able to not only support our customer base in English but also in French, Spanish and German.