Thomas Wagner, CEO of the DORMA Group officially opened the new DORMA Customer Contact Centre in Hitchin, Hertfordshire, on July 9. The centre will provide customer support.
The new DORMA Customer Contact Centre is part of changes in the company’s door service and maintenance business since its acquisition of Ascot Doors in 2013 – which allowed DORMA to expand its industrial door support and increase its national reach through ten regional branches to provide local support, plus the firm adds faster response times.
Since the acquisition, the integration process has led to the evolution of DORMA’s customer servicing offering to help customers maintain access all around their building. A dedicated freephone number directs customers to this single point of contact for all service calls, whatever the door type, including 24-hour emergency response, planned maintenance, contract administration and billing services. A new telephone system and ServiceMAX field management software allows the centre team to connect customer and engineer.
Craig Gilmour, Regional Director, at DORMA UK and Ireland said: “When it comes to customer service – our aim is to exceed all expectations. The DORMA business is absolutely committed to innovation and reliability and we take pride in offering a single source for all door service requirements. Our new contact centre will play a vital role in the trusted, added value support we provide.”
Pictured left to right: Victoria Smith, Contact Centre Manager; Craig Gilmour, Regional Director – UK and Ireland; and Thomas P Wagner, Chairman of the Executive Board/CEO.
