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| Product news |
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28 Jul 2023
InBody UK strengthens its customer service support
Supplier: InBody
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Hayley Fowler and Adam Pankhurst
photo: Inbody
Leading body composition expert, InBody UK, has strengthened its client services offering with a brand-new service support team.
Dedicated to delivering the best customer service, InBody has invested in a specialist team who will be responsible for responding to all customer enquiries from anything related to operation of the devices through to the integration of third-party software.
Hayley Fowler, Service Supervisor joined InBody UK at the end of 2022, while Adam Pankhurst, Technical Support Lead, started in January this year. With a range of experience in customer and technical service, both Adam and Hayley are well versed in customer relations and understand the importance of service for InBody customers.
Since joining InBody UK, Adam and Hayley have worked incredibly closely with the InBody European team to mirror their success. In fact, Head of Service, Harm Koks, has been instrumental in helping the team to refine its existing processes.
To further cement their commitment to InBody customers, both Hayley and Adam have achieved an advanced Level 3 Technical accreditation with Adam securing top marks for the European class while Hayley has become the first woman in the UK to complete any technical accreditation like this.
Francesca Cooper-Boden, InBody UK Co Director, said: “I am incredibly proud of the effort and application shown by both Hayley and Adam. Service is an important part of InBody’s offering and being able to support our customers through education and service support remains a strong focus – it’s what makes the InBody device a top choice for many.
“With the new team in place, some of the recent changes we’ve made to improve our customer service is creating a new ticket booking system and improving our team’s knowledge to an accreditation level they’ve not worked at before.
“Knowledge sharing and learning with our European and global teams ensures we’re up to speed with any changes as soon as they happen which means they can be implemented with our UK customers from a UK base.
“With a robust process in place we can focus on ensuring we can quickly respond to customer queries and have the right answers to the questions we’re asked. Bioelectrical Impedance Analysis is an ever advancing learning curve and we must not only keep up in service but also strive to lead.”
Providing the best maintenance and repairs
With clients spanning across the UK, InBody now outsources a third-party to complete some minor device repairs and servicing. To guarantee clients receive the best experience, the team launched a bespoke training accreditation for our outsource engineers, as Francesca Cooper-Boden explains.
“From working closely with the European division, we have created a bespoke Level 4 Service training course and all of our third-party engineers must complete and pass this training to be able to work on our devices.
“Our body composition devices are incredibly high quality and so the relationships we have with these partners is essential as is their control and management under the new UK service team.”
A great after-care programme
Committed to delivering a complete service, InBody UK has also developed a robust after-care programme to help maintain ongoing relationships with its customers.
“We encourage all of our customers to invest in an annual service so they have confidence that the device is operating as it should,” adds Francesca.
“Plus, we provide a two-year standard warranty and peace of mind packages, for up to five years, to ensure longevity and operational success.
“We have aspirations to be the go-to brand for body composition across the UK so it’s essential that our machines are well looked after and continue to be as accurate and effective as when they were first installed.”
To find out more information about InBody UK and its full range of body composition devices visit: https://uk.inbody.com/
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