CLIENT CASE STUDY
Emergency Response and Seamless Engineer Coordination by Norango.
Eurotank Service Group: A Leading Force in the Downstream Petroleum Industry
Eurotank Service Group is a nationwide specialist contractor and consultant dedicated to the downstream petroleum industry. With a robust infrastructure that includes three distinct divisions—Eurotank Environmental, Europump Maintenance, and Eurotank Construction—the company provides comprehensive solutions covering tank maintenance, fuel quality management, pipeline services, pump and payment system maintenance, and forecourt construction.
Operating with a highly responsive team of 70 engineers, Eurotank’s strategic bases in Southampton, East Kilbride, and its helpdesk centre in Sowerby Bridge ensure seamless nationwide coverage. The company’s expertise extends to specialized fuel system cleaning, tank calibration, and installation projects, making it a trusted partner for forecourts across the UK. With a focus on innovation, Eurotank employs cutting-edge technologies such as the Calibex laser tank calibration system and advanced tank lining solutions that offer industry-leading warranties.
The Challenge: Ensuring Seamless Support Around the Clock
As a business operating in a high-demand, safety-critical sector, Eurotank requires constant availability to address urgent service requests, forecourt maintenance needs, and emergency incidents. Managing out-of-hours calls, handling emergency support efficiently, and ensuring engineers are assigned promptly are crucial for uninterrupted operations. Additionally, as the company grows, managing overflow calls during business hours and handling temporary staff shortages, such as maternity leave cover, becomes increasingly complex.
Norango’s Role: A Reliable and Cost-Effective Support Solution
Norango has become an invaluable extension of Eurotank’s operations, providing seamless, professional call handling and support services that enhance Eurotank’s efficiency and responsiveness.
Out-of-Hours Support
- Norango manages all of Eurotank’s out-of-hours calls, ensuring that forecourt clients receive prompt assistance regardless of the time.
- Calls are logged directly into Eurotank’s portals, streamlining the process for engineers to be assigned efficiently the next day.
- In critical Priority 1 (P1) incidents, Norango immediately relays the call details to Eurotank’s on-call emergency team, ensuring swift action and rapid deployment of emergency engineers.
In-Hours Overflow Management
- Norango assists with overflow call handling during business hours, ensuring that no call is missed and customers are always attended to.
- Calls are efficiently patched through to the appropriate Eurotank staff members, maintaining smooth communication and operational flow.
Email Processing and Work Order Management
- Out-of-hours, Norango processes all support emails and work orders, booking them directly onto Eurotank’s portal for seamless engineer assignment.
- P1 emergency incidents are handled with urgency, ensuring response within the hour.
Results: Increased Efficiency, Reduced Costs, and Enhanced Customer Experience
- Cost-Effective Operations: Norango provides a more efficient and affordable alternative to hiring additional in-house staff for weekend and out-of-hours coverage.
- Seamless Engineer Deployment: By ensuring all calls and work orders are processed and assigned promptly, Norango helps maintain Eurotank’s reputation for fast response times.
- Flexible Workforce Support: Norango’s services have proven invaluable in covering for staff absences and maternity leave, ensuring continuous high-quality service without disruption.
- Improved Customer Satisfaction: With round-the-clock responsiveness, Eurotank’s clients experience reduced downtime and faster resolution of maintenance and emergency issues.
Conclusion
Eurotank’s partnership with Norango showcases the power of a seamless, outsourced support system that enhances operational efficiency while keeping costs under control. By entrusting Norango with call handling, emergency escalation, and administrative support, Eurotank can continue focusing on its core mission: delivering industry-leading solutions in fuel system maintenance, installation, and construction.
