Company: News

OPW Fuel Management Systems Improves Response Time of Its Technical Service Help Desk

With New Measures in Place, Response Level Reaches 90 Percent of Calls

Hodgkins, IL - In an effort to improve its technical service help desk response time, OPW Fuel Management Systems, part of OPW Fueling Components, introduced a series of measures in 2006 that resulted in an increased response level that currently sits at 90 percent, meaning that nine of every 10 calls received at its technical service help desk are answered before going to voice mail.

OPW has achieved this improved response rate through the implementation of the following measures:

The introduction of Standard Work and 5S Kaizen continuous improvement events. Standard Work defines the most efficient methods needed to improve operator procedures and production sequence. Kaizen is a Japanese word for “continuous improvement.” A Kaizen event is a “focused, intense, team effort aimed at improving a process.” The term “5S” refers to the Sort, Set in Order, Shine, Standardize and Sustain system used to increase morale, create positive impressions on customers, and increase efficiency and organization.

Integration of a new Voice over IP (VoIP) telephone solution with OPW’s current Quintus CustomerQ customer relationship management (CRM) package. VoIP is designed to simplify business communications while also building a framework that allows the addition of new applications. CRM is a series of technological and holistic concepts used by companies to manage their relationships with customers.

Staffing changes that included the addition of a new Supervisor position and additional technicians.

Increased training using Web-based seminars.

“OPW Fuel Management Systems has taken tremendous steps over the past year to greatly improve our responsiveness and ability to properly service our customers,” said Tom Lane, Vice President, Fuel Control Group. “By implementing these quality-control measures, our company is confident that we are meeting the needs of our customers in a timely and efficient manner."