As is customary at the beginning of the year, Weebot offers to share its year review previous. Between the Covid period, the company's rapid development, and a move to larger premises shortly after, 2020 was not a quiet year for Weebot.
Review of the year 2020 for Weebot
If every year Weebot progresses developing by leaps and bounds, 2020 was, as for many companies, a real upheaval. After a start of the year very promising, Weebot has grown considerably to meet the ever-increasing demand from users in ecomobility.
Our team welcomed lots of new talents to develop the Weebot brand. If the first lockdown was able to be overcome thanks to a very close-knit team, it still managed to particularly weaken our after-sales repair service for electric scootersIndeed, working with a very small team, our service was overwhelmed by the magnitude of the task between March and June 2020.
A colossus with feet of clay shaken by the Covid crisis
Blaming this global pandemic may seem very easy at first glance, yet it is inseparable from the crisis we encountered in after-sales service. With the impossibility of receiving parts on time due to transport issues or factories completely shut down, we did our best to respond to our customers' requests. We would like to take this opportunity to thank them for their patience and understanding.
This crisis has at least allowed us to highlight our shortcomings and Weebot has perfectly heard your criticisms about our electric scooter and electric scooter repair service. We then worked tirelessly during the end of 2020 to make progress in this area in order to provide the best service to our customers while minimizing the impact of the virus.
Larger premises to meet demand
At Weebot, we are fully aware that our technical repair service is essential to grow the company and that it makes all the difference when making your purchase with us. A key point against the competition from large retailers.
In October 2020, our repair service moved to new premises that are larger, better equipped, with an expanded team to offer you quality service. Thus, our Saint-Denis premises were relocated to Groslay to maximize our efficiency in repairing your products.
The move to Groslay was also accompanied by procedures implemented to gain productivity and work quality.
An update of procedures for a quality technical service
Equipped with all the tools, our after-sales service has made significant progress with a well-trained team. It is our greatest satisfaction of the year and we want to highlight the enormous work of our teams to move in this direction. Your customer satisfaction is our satisfaction at Weebot.
How does our After-Sales Service work?
To have your electric scooter or one of the many other vehicles we sell repaired, our after-sales service has grown from 3 to 15 people. Despite the increase in our teams, we have maintained our customer proximity so that each of our collaborators knows your file in order to provide you with the best quality of service.
step 1: Customer intake
Our after-sales service responds by email in less than 1 hour to our customers for the repair handling of electric scooters or other vehicles. During the Covid period, we had to implement an appointment system to better manage our schedule but above all to protect you from infection risks.
Our well-managed coordination between appointment scheduling and product handling has prevented any loss of information, always aiming to improve the efficiency of our repairs.
step 2: Diagnosis by our engineers
To quickly provide you with information, we do everything possible to carry out a complete diagnosis of your product within 72 hours after its arrival at our technical centers.
We check not only the points of reported breakdowns to our after-sales service, but also throughout the entire vehicle in order to address any minor problem that could occur later. All this with the aim of returning your product to you in the best possible condition.
step 3: Quote sent to the customer
If the repair is not covered by warranty, we immediately provide you with a quote including the part(s) to be repaired. In the interest of full transparency, we cannot start repairs without your consent.
That is why we may contact you by email or phone to discuss together the most suitable solution.
step 4: Repair of your vehicle
With nearly 15 products repaired per day on average, our technical service has significantly increased its pace with even more focus on the quality of our repairs.
step 5: Testing phase
Final step before returning your vehicle. Each product handled by us undergoes a testing phase by our technical team to ensure your vehicle functions properly. Several checkpoints are performed so that no product returns to its owner without an optimal satisfaction level.
Some key figures of our after-sales service
- Our after-sales service has grown in 1 year from 3 to 15 people
- Groslay workshop of 250m2 entirely dedicated to repairs
- Email response to our customers within 1 hour
- Fault diagnosis in less than 72 hours after product receipt
- Average time for a complete repair from intake to customer return: 1 week
Conclusion
Having significantly improved our after-sales service, we have already received very positive feedback from our Weebot customers. This indicates that we are heading in the right direction, which is important to continue.
Today we can even offer you an appointment on the same day for minor repairs such as changing a inner tube for example, to respond as accurately as possible to your request.
PS : At the time of writing this article, our after-sales service is severely affected by several positive Covid cases. With nearly three-quarters of our staff in isolation, we continue to provide our service to minimize the impact of this pandemic as much as possible. This currently causes some delays both in appointment scheduling and repairs. Please accept our apologies once again for the inconvenience caused. We are doing everything possible to regain our efficiency as quickly as possible.