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Ref: PRHP185 Date: 1stMay 2019
Key role for Hoppecke engineers as service business doubles
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Empowering its technical team to take a lead role in customer support has seen Hoppecke Industrial Batteries double its service business turnover in just three years.
Involving a cultural shift, it is one of a series of initiatives that the Wolstanton-based company has implemented to improve service support and made by far the biggest impact.
Hoppecke's highly skilled engineers now lead discussions about the operational difficulties that customers in niche sectors experience on a daily basis. They then work closely with their sales team colleagues, in partnership with customer businesses, to achieve sustainable, cost-effective solutions.
Stuart Browne, Operations Director - Sales and Service at Hoppecke, says: "Thanks to our strong engineer-customer relationships and the fact that sales and service are a single, fully integrated department with a focus on delivering what customers need, businesses are willing to listen and take our advice. The result is that trust is at an all-time high."
With a team of 28 engineers across the UK Hoppecke has the largest directly employed team of skilled engineers in its industry. Currently, the company is recruiting to bring in additional technical expertise to support its successful new approach to meeting customer needs.
The decision to back its engineering team's more innovative ideas made a significant contribution to Hoppecke's year-on-year business growth. All vans now stock two battery chargers as standard so that in situations where a customer's charger cannot be repaired, a loan charger is available to help keep the customer's business operational.
Hoppecke also attributes its achievements to a targeted campaign to highlight the advantages of renting industrial batteries and chargers. Product availability coupled with a swift order fulfilment process attracted support both from major names in the forklift rental market and from end users such as supermarkets.
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Caption: Major improvements in customer support have enabled Hoppecke UK to double service business turnover. Pictured (left to right) are: Hoppecke engineer Paul Moynihan; Process and Administration Manager Natalie Bailey, and Operations Director - Sales and Service, Stuart Browne.
Editor's notes
Hoppecke Industrial Batteries is the leading specialist for industrial battery systems and the largest battery manufacturer in European ownership. Hoppecke offers to its customers around the world concepts for efficient and reliable power supply for every industrial application. A leading exponent of environmental care for more than 90 years, Hoppecke offers solutions for a variety of industries including motive power, reserve power for IT/telecoms, power stations, solar energy and UPS, special power for rail and underground. Hoppecke's UK operation is based in Newcastle-Under-Lyme in the Midlands and the parent company has customers and business partners in many countries around the world, including Europe, the USA and China.
Media contact:
Sue Tupling
Changeworks Communications
T: 01785 247588
Company contact:
Jon Bailey
Hoppecke Industrial Batteries Ltd
Unit 2 Lowfield Drive
Centre 500
Wolstanton
Newcastle-under-Lyme
ST5 0UU
T: 01782 667305
