Phoenix boosts service levels with APC

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Phoenix IT Services has signed a deal with APC Overnight to provide next day delivery and “swap out” services of retail technology to stores throughout the UK.

The company’s Mobile POS Support division maintains hand-held computers and terminals for a number of high street retailers. The nationwide service is designed to ensure that Phoenix clients always have the equipment they need to deal with customers and maintain service levels.

David Hargraves, senior engineer at Phoenix, said: “Our clients rely on the equipment we supply and maintain. We understand how important it is that they don’t suffer system downtime just because they have faulty equipment.

“APC Overnight allows us to respond quickly wherever they are located. For maximum efficiency we swap out the broken device with a replacement, with the faulty unit is being collected by the courier and brought back to Phoenix for repairing”

“The swap out service is very efficient and the local APC Bolton depot helped make it happen. The team developed the APC system to allow for deliveries and returns by the same driver. We couldn’t get this service elsewhere and it is crucial to helping Phoenix maintain its high service levels and customer satisfaction,” he added.

The company books collections over the web using a system installed by the depot. This also prints shipping labels automatically and provides proof of delivery.
“Customers addresses are stored online, which allows access from any PC within the department. This is particularly useful when we need extra help with dispatching orders. The system also prompts for weekday and Saturday deliveries, which prevents mistakes,” Hargraves concludes.

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