Food Equipment Service - DSL

DSL CanadaDSL currently has offices, TerritoryManagers and Technicians throughoutWestern Canada and services remoteareas of BC, AB, and SK. DSL Inc. Territory DSL Tech Locations

DSL Techs are:Professional Food Service ExcellenceFactory Trained DSL is the exclusive distributor ofJourneyman RefrigerationTechniciansSpecialized in: - Service - Maintenance - Installation

Equipment Sales Adrian is a key partner for us. It is Our team of Territory Managers are leaders in the foodserviceclear he has our best interests at heart… industry. Positioned across the West, they understand the Al Jessa market, equipment and your business challenges. V.P Operations •Factory trained Joey Restaurant Group •Extensive Sales Experience We are impressed with the Taylor line of •Industry knowledge equipment and DSL’s Beyond just a vendor, DSL representation and Amanda’s has become a Strategic after sales service. knowledge of Our relationship with DSL Partner for BPI who We are confident inequipment was extends well the beyond the continues to using DSL for future outstanding. customer/vendor model constructively add value investments as our Peter Hayashi and can only be defined as to our business. business expands Banff Avenue business partner. DSL has Peter Mabie Dave Munro Pharmacy demonstrated on numerous Corporate Services Owner occasions that they not only Wilson Creek Shell value our business, but Boston Pizza enhance our business. Doug Schweens Category Manager Chevron Canada

Internal SupportOur customers and service technicians are backed upby a complete operational team including servicemanagement, supervisors, multiple dispatchers andcustomer service representatives, a warehouse teamand a complete parts department

Prioritized Service DispatchingCustomer Service Customer Service AgentsAll incoming calls are answered live in 20 seconds or less. specifically trained to optimally support TaylorOur full-time customer service agents and dispatch coordinators and Henny Pennyare dedicated to ensuring only the highest quality response to all productsincoming requests. Factory Supported Service Program Customer equipment information and service history updates daily

Mobile Field Service ApplicationDSL has streamlined our dispatching systems to incorporate a brand new“paperless” technology: Mirifex.Mirifex is a mobile field service application using Blackberry cellular devices. Mandatory service information captured on every call Service calls are instantly dispatched to technicians Equipment specific service detail on site

After Hours Service Process DSL utilizes on-call technicians for all areas. When a customer calls in after hours they will reach our automated attendant. At this time they will be given the option of leaving a message to be addressed the next business day or having their call routed and speak directly with our on call technician.Our new state-of-the-art phone system that was installed mid-2008 allows us to have customer-specific toll free numbers, greetings for service and automatic call routing based on the entry of astore number on the touch-tone keypad.

Troubleshooting & Technical AssistanceDSL has on staff a full time factory-trained telephone trouble-shooter who provides no chargeoperational assistance to customers. Over half of the calls routed through our trouble-shooter arefixed over the phone without the expense of a service technician visit. Here is an annual representation of the a Total calls = 712 client’s troubleshooting service. Total calls fixed over the phone = 456 Total service calls = 196 Total hours on phone = 172 *Based on 2003 call volumes. Total fix ratio = 72% Approx. savings to corporate accts: $91,200

Operational TrainingAll customers receive operational training and are shown cleaningprocedures at time of equipment start-up and warranty checkout.Additional training is available throughout the life of the equipment.

Response Time MeasurementWe take great pride in our proven ability to respond to service calls within24 hours. (Based on major centers in Western Canada)Equipment down or safety issues receive priority response – Usually within4 hoursDSL has the ability to track, monitor, report and audit all aspects of ourservices, sales and parts business. Made-to-order reports can be generatedbased on the customer’s needs.

Health & Safety PolicyDSL supports and endorses the importance of the health and safety of our community, ourenvironment and ourselves. It is our goal to have an injury and accident free workplace.In accordance with these beliefs, DSL aims to prevent workplace accidents and injuries by: Maintaining a health and safety program which is in compliance with all applicable health, safety and environmental legislation All field technicians have PPE (Personal Protective Equipment) on board their service vehicles and are trained on T.D.G. (Transport Dangerous Goods).

Central Parts DepartmentDSL is the Western Canadian authorized distributor for all Taylor and Henny PennyParts. We only stock and use authentic factory parts.Our customer service parts personnel have a combined DSL experience ofover 35 years.Our warehouse is equipped with approximately 2,700 uniqueSKU’s of authentic Taylor and Henny Penny parts available fornext day delivery for all Western Canadian regions.Critical parts not in inventory can be shipped direct from the factoryfor next day delivery to any of our local service technicians.

Parts & Van InventoryAs an authorized distributor we are notified of all factory announced changes, updates, recalls,and alerts and have systems in place to respond quickly, informing our customers of the changes.Technicians are updated weekly on critical equipment issues.DSL regularly monitors and adjusts the stock carried in all service vehicles. Stock adjustments areimplemented based on usage and regional customer requirements. Each of our service vehicles iscurrently stocked with over $20,000 worth of inventory.

Labour GuaranteeDSL guarantees its service for thirty (30) days from the date of repair. If theunit malfunctions within that time and is deemed to be for the samereason, the return trip service call charges will not be charged to thecustomer.All parts, excluding wearable items, have an extended parts replacementcoverage of a minimum of ninety (90) days, even if the equipment is past itsoriginal warranty period

WarrantyDSL administers warranty on behalf of our customers, executing all labour and partswarranties that may be applicable to the equipment. Service repair warranty redemption is immediate to the customer.

Making the GradeDSL is proud to have been an “A” rated Taylor distributorsince the inception of the “Making the Grade” ratingprogram. This is the highest rating Taylor can bestow on adistributor.

Required Maintenance ProgramDSL’s commitment to required maintenance programs have been the number one contributingfactor to reducing reactive service costs for customers that subscribe to the program.In addition to ensuring the longevity of your equipment, other benefits of required maintenanceinclude: •Increased yield / margins / profitability •Reduction in down time and loss of sales •Reduced service costs by avoiding reactive or emergency service •Automated scheduling to remove worry of maintenance lapse. Checklists for all maintenance programs are followed by our technicians to ensure that no steps are ever missed. DSL offers reduced travel rates on recommended programs and frequencies

Required Maintenance Program •Increased yield / margins / profitability Based on customer feedback •Reduction in down time and loss of sales Reduced number of service calls as much as 59% •Reduced service costs by avoiding reactive or emergency service Reduced service call costs as much as 22% •Automated scheduling to remove worry of maintenance lapse. Annual, semi-annual, quarterly

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Food Equipment Service - DSL

by DSLltd on Dec 06, 2011

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Food Equipment Service - DSL — Presentation Transcript