Truck and trailer hire specialist BS Trailer Services has reduced vehicle downtime for its customers since switching to TNS 365 to handle its out of hours call service.
Based in Leighton Buzzard, BS Trailer Services offers a fleet of nearly 2,000 trailers and 200 trucks for rent. The company also provides a fleet maintenance and repair service and carries a wide section of curtainsiders, PSK, refrigerated, box and urban HGV trailers for sale.
“From hire and sale to maintenance and repairs, we provide a comprehensive end-to end service,” says BS Trailer Services’ Fleet Manager Steve Westward, “and on the rare occasions when one of our vehicles requires breakdown or technical assistance, we need a fast and efficient call handling service to keep our customers on the move.”
To this end, after 25 years with its former service provider, BS Trailers looked to improve it’s out of hours customer support services and put TNS 365 to the test.
“We trialled TNS 365 for a month and quickly saw the benefits of using custom-built management software,” says Steve. “Right away we were able to speed up reaction times, provide greater transparency for the customer and most importantly, to make sure every vehicle is promptly back on the road.”
In achieving this, Steve explains that by using the interactive TNS 365 information portal, BS Trailer Services and their customers in turn are able to view all data on the dashboard concerning each assignment, including real time ETAs and ATA’s.
“Plus,” adds Steve, “pictures and invoices can be uploaded and from the remote ‘help-desk’ we can instantly send emails to advise re status and confirm job completion.”
TNS 365 is a leading contact centre in the UK commercial vehicle breakdown sector, providing out of hours, in hours, call overflow and full 24/7 call handling services primarily to fleet hire companies, manufacturers and service agents.
Handling over 200 jobs each day and answering 90% of calls in under 30 seconds, including nights, weekends and holidays, the company offers nationwide transport breakdown support for most types of commercial vehicle and provides a range of specialist services for airbags, brake chambers, tail lifts, tyres and refrigeration units.
“We understand how vital rapid response and clear communication are in reducing downtime,” adds Phil Kay, Business Development Manager for TNS 365. “We’re proud to support BS Trailer Services with a tailored breakdown and call handling solution that ensures their customers receive swift, professional assistance—any time of day or night.”
Steve Westwood agrees: “We rarely get calls – especially out of hours, but when we do, it’s always reassuring to know that our customers are in safe hands. Our reputation is built on service and reliability and with regard to the all-important part played by an efficient call handling service, TNS 365 have passed the test with flying colours!”
