TEC and Hayley Group have resolved a bank holiday emergency for a customer in East Anglia with same-day supply of two 30kW motors
Rapid response agreements with MRO suppliers are often supported right through the supply chain, from local stockist to regional and national distributors to manufacturer. TEC Motors offers same-day 24/7 support to the Hayley Group, which has over 50 branches of its own up and down the country.
The whole process was put to the test on a recent Bank Holiday, when a call came in from Rod Maden, Drives Director at Hayley Group’s head office. An end-user had experienced a breakdown towards the end of the night shift, which resulted in a call to the emergency number for Hayley’s local branch to see if they could deliver two 30 kW motors, 4 pole, 200 frame, foot and flange mount as soon as possible.
The Regional Director, Gary Quinlan, called Rod Maden at home just after 6am. “The xfactor in our business is service,” says Rod. “In this case, I knew we had just supplied that exact motor specification from our central stock in Dudley, so went over there to see what we had available. We had B3 and B5 but not B35. So, the next step was to ring TEC, which has a similar commitment to customer service as Hayley and a great deal of stock!”
The call went straight through to Operations Director Amy Griffiths. Just as committed as Rod, within 30 minutes sameday courier service had been booked, arrived at TEC HQ and the motor was on its way. With early morning traffic levels and clear motorways, the motors were delivered to the end user, who promptly went to work and completed the installation in time for the afternoon shift.
Amy explains that with an extensive national coverage of TEC customers and stockists the emergency call-out services are often put to the test. “We get at least one request requiring immediate action every week,” she says. “This is good, because it means we are constantly running and honing our service promises and confident we can achieve a positive outcome, no matter what requirements are suddenly presented to us.”
Gareth Richardson – Sales Director at TEC comments, “TEC prides itself on providing a seamless extension of its customers’ stock and service levels. The key to our ability to support emergency call out services is a comprehensive stockholding. This includes a wide range of motors, keeping extra stock of popular sizes and holding enough motors of unusual sizes and configurations to cover most eventualities. This is backed up by a workshop and engineering team that can quickly customise or adapt motors to meet any requirement. It also includes having super-reliable couriers on call in case the company’s own vehicles are tied up.
“Of course, our biggest asset is the commitment of our team to turn out as soon as they are required. They will work out the best possible solution and then quickly bring their plan to fruition,” says Gareth. “When this is put to the test, there is always a feeling of ‘we will deliver for our client no matter what’; thinking through the options and identifying the best solution.”
Rod concludes, “Hayley is all about service and partnerships. We are proud to have been associated with TEC since its inception in 2006 and both enjoy the benefits of our on-going partnership. Hayley Group service large “Blue Chip“ manufacturing companies and prides itself on offering a complete breakdown service 24/7.’’