Case Study
Dale provides service and maintenance to OEM critical power products in addition to Dale products. The large team of highly experienced field engineers are spread across the whole of the UK and therefore emergency call outs can be attended to quickly, and issues with critical back up power equipment are promptly resolved.
Following an out of hours call from Facilities Management client CBRE to report an issue with a generator at one of their customers’ sites, a nearby Dale Power Solutions engineer was notified.
The engineer called the customer for more information before heading to the site. On arrival at site, the engineer discovered that the genset was hard-wired to a portacabin and as the set had been hired as a complete package through an alternative provider, he was prohibited from working on the equipment.
The engineer however did not abandon the customer, he worked with the out of hours team to investigate what options might be available to site, providing information and photographs of the equipment to assist the customer in getting a prompt solution with their hire company.
Laura Minghella Smith, Generator Operations Manager at Dale, explains why this type of call is not unusual . “We work on so many different UPS systems and OEM gensets that we are often the first supplier that springs to mind when there is a problem. In this instance, we already had a relationship with the client and were able to help them, even though we couldn’t work directly on the hire equipment.
“The client was extremely grateful for our help as it meant the problem could be resolved quickly with their provider.”
Sam Booth, M&E Manager at CBRE Global Workspaces, thanked the team at Dale for their extremely quick and responsive service. “The woman I spoke to on the out of hours call out was superb, her communication and handling of the call was extremely helpful…the engineer who attended was extremely knowledgeable and assisted in identifying the issue, the generator spec and sent over images and advised me on what was required as a temporary replacement.
“If there is an internal recognition scheme, I’d like to thank the woman I spoke to and the engineer, as they made what was a very hectic situation much more manageable and has left our client happy.”
By going the extra mile, diagnosing the problem, and then sharing this information with the customer, our engineer ensured that the issues with the critical back up power provision could be addressed quickly.
Dale provides servicing and maintenance to most OEM critical power equipment
Nationwide network of experienced and knowledgeable engineers and support staff provides quick response to critical power problems
Engineers go the extra mile to ensure critical power equipment is safe and ready to take the load when needed
“The woman I spoke to on the out of hours call out was superb, her communication and handling of the call was extremely helpful…the engineer who attended was extremely knowledgeable and assisted in identifying the issue, the generator spec and sent over images and advised me on what was required as a temporary replacement. “If there is an internal recognition scheme, I’d like to thank the woman I spoke to and the engineer, as they made what was a very hectic situation much more manageable and has left our client happy.”