How we do business: A customer experience that can’t be matched
Providing you with the solutions to take your operations to a new level is just part of the picture for UPG.
Underlying everything we do is a peerless customer service system that means any issues you may have will be dealt with efficiently and as quickly as possible.
Working in tandem with our expert support staff, our cutting edge CRM system will provide you with a support experience second to none.
Our customers report huge advantages in our system’s rapid turn around plus access to detailed analytics and data on their support history.
Here’s how the system operates – and how it will work for you.
Our dedicated Support Gateway team is available to take your call if an issue arises – simply call any of our 1800 numbers.
You’ll speak to one of our team members who will put you in contact with the relevant expert to help resolve your support case.
You will receive an SMS confirming your case details too. Our office-based support experts aim to respond to your needs within 20 minutes.
They will liaise with you to find the quickest solution to your problem, which may be over the phone, via a site visit from a member of our field service team or by using one of our specialised workshops located throughout Australia and New Zealand.
Once your issue is resolved, you will receive a confirmation SMS as well as an opportunity to provide us with valuable feedback about your customer service experience.
This feedback is used to continually improve our service to you because as part of our customer support system, our management team is continually monitoring support statistics and service levels.
By identifying issue trends in the data, we can suggest solutions and preventative measures to improve productivity - and that means less downtime for your operation.
By drilling down into a customer’s data, we can easily compare the number of calls by month, operator, product and location. Using this data, we can help identify potential problem areas and offer solutions. We also make this data available to you, ensuring the entire process is transparent. Behind the scenes, we are continuously analysing support data to identify and rectify support issue trends.
This service is just part of our customer-focused approach that includes branches in 17 locations across Australia and New Zealand and more than 250 employees.
Our Support Gateway is available from 6:00am to 5:30pm, Monday to Friday.
To get in touch, just call 1800 800 874.