Customer contact centre

The centre will play a fundamental role in the service business moving forward – providing high levels of customer support to help maintain access all around the building.     

The Customer Contact Centre is one of many investments the company has made in its door service and maintenance business since its acquisition of Ascot Doors in 2013 – which allowed DORMA to expand its industrial door support and increase its national reach through regional branches to provide local support and knowledge, plus faster response times.

Since the acquisition, the integration process has led to the evolution of DORMA’s customer servicing offering to help customers maintain access all around their building and the new centre is integral to this. A dedicated freephone number directs customers to this single point of contact for all service calls, whatever the door type, including 24 hour emergency response, planned maintenance, contract administration and billing services. 

A new telephone system and ServiceMAX field management software allows the centre team to quickly connect customer and engineer, responding to requirements efficiently for all door types. With 10 regional branches, calls to the centre are logged and sent to the relevant branch for action.