Continuous research...

Continuous evolution to improve service

Our care and continuous research to improve services aims at reaching optimization and increasing market competitiveness. So our business choices are:

• complete computerized company;
• technicians location;
• stimulate employees to improve.

The company is completely computerized
It means that, besides office and warehouse inner computerization, each technician owns his laptop with printer. The aim of this business choice is service times optimization both during the first stage ( time elapsing between call and the technician arrival on the plant) and the executive stage (the technician reaches the customer with all necessary data and service records files), with full customer satisfaction, who does not loose time any more. So we decided to free customer from useless burdens and fully invested in business organization and increased profitability.

Technicians location
AIn order to reduce expenses and increase profitability, we have put on company's means of transports position locators, that enable us to put up two very important results:

1. We always know where our technicians are in order to optimize service times. Indeed in case of urgent calls we know who the closer technician is and so make him reach at the soonest the plant at stake.
2. We can draw up statistics that compare working time (work) and logistics time (transfers) in order to consider 'sure data' the obtained results and act to arrange the optimization of working time. All this leads to additional saving for the final customer who sees management expenses drastically cut. This professional approach to management matters has made us open a new Ferla Service maintenance office, that is strategically located in the northern area of Milan. Logistics analysis promoted this choice enabling us to reduce by 60% the rate for “call-out fees” and, sometimes, up to 80% the transfer time to reach customers in the area around Milan, Brianza and Como, Lecco and Varese provinces. All of this for our customers benefits. For the same reason in the near future our mission is to open new Ferla Service offices in strategic areas and to improve our quality service and maintenance expenses ratio, without reducing our working standard and through the optimization of logistic times.

Stimulate employees to improve
In support of our scheduled business choices, we wanted to improve the skills of our workers and so created a meritocratic working environment. The tool to reach this goal is a great board that everybody can see, where all employees’ names are mentioned, with their own credit and demerit. The same board automatically calculates the ranking and, at the end of the year, an unequal sharing of production bonus is presented: meritorious employees will be rewarded very much, less meritorious workers will be less or not rewarded. So we got an increase in income and technicians professionalism, who responded positively to this challenge and highly improved our customers satisfaction.