Value delivery to customers is a core value at Forbes Marshall. We believe in serving our customers above and beyond their expectations. Our unique proactive approach helps us better understand customer issues and work out long term solutions. We actively conduct customer satisfaction surveys and use the feedback to continuously better our processes, services and products.
We have a large global network of trained engineers dedicated to customer care and service on the field to provide first hand immediate support to our customers. The engineers are stationed at our branches both locally & globally. Product experts in the team attend to critical issues, and also provide support remotely, to help improve plant uptime and productivity.
Dedicated service engineers, attached to our supply team, handle issues of product repair. Every product that comes in for repair, whether within or out of warranty, goes through the complete cycle of testing as at the time of manufacturing a new unit.
A separate team provides support to customers for installations specific to pollution control as per government set norms.
The team working for projects, ensures support both during commissioning and after the project is completed.
We also have annual maintenance contracts for hardware related issues to ensure maximum uptime and efficient operation of systems.
Capturing issues and tracking them till they are resolved is an important aspect of customer service. Forbes Marshall has a customised dedicated web based complaint logging and monitoring system which can be globally accessed. Alerts are generated as soon as a case is logged in, and also on closure. The norm for closing customer complaints is within 7 days.
Click here to log a service request.