The Challenge
Industrial Trading Solutions (ITS), the UK’s Master Distributor of Alfa Laval Hygienic Flow products and equipment, faced a critical challenge. With a growing customer base and increased service commitments, ITS struggled to meet nationwide service demands due to limited in-house resources. Customers experienced extended wait times, affecting satisfaction and operational efficiency.
The Solution
Through Alfa Laval’s collaboration agreement with BenLink, ITS gained access to BenLink’s extensive network of over 1,200 qualified technicians across the UK. This partnership enabled ITS to offer real-time maintenance and installation support tailored to customers’ needs. BenLink technicians, under the supervision of ITS’s technical experts, ensured high-quality service delivery that was aligned with Alfa Laval’s standards.
The Impact
The distributor transformed its service operations by onboarding ITS to the BenLink platform. The benefits included:
- Nationwide Coverage: Easy access to skilled technicians across the UK.
- Faster Response Times: Reduced wait times for service calls, enhancing customer satisfaction.
- Improved Efficiency: Seamless support for installation and maintenance projects.
Customer Feedback
“Good experience with experienced engineers. The service went smoothly, and we look forward to using BenLink in the near future.” — Safeer Hussain, Technical Service Engineer, ITS
Conclusion
This success story highlights BenLink’s role in empowering Alfa Laval and ITS to scale their service capabilities and meet growing customer expectations. The partnership demonstrates how leveraging BenLink’s digital platform and technician network can drive efficiency, improve customer experience, and support business growth.