Floods-Customer Service Update
6/01/2011
Queensland Floods - Customer Service Update
Dare I say Happy New Year !!
The past month has seen all of us experiencing
an unprecedented weather event that staggers belief given the size, extent
and impact from both a business and personal level.
This communication is to update you on our
current activities in support of our customers and operations centre’s
particularly in Central Queensland. To date Hastings Deering has implemented
a broad range of measures to ensure continuity of services. Our current
operational status is as follows;
- Fully operational
- all support services available
Rockhampton:
- Branch operations closed
- Field Service Operations available subject
to accessibility.
- Parts support provided via Brisbane and
Mackay. 131228 remains the primary contact number in the first instance.
- Technical and other support needs via the
131228 contact number.
- Sales and Product Support - please contact
your local representative directly via mobile or email.
- Branch Management and administration
- An offsite administration and support centre
has been established and is operational. Local HDAL personnel can be contacted
via email or mobile phone.
Emerald:
- Fully operational
- all support services available.
HDAL Branches: All
other Hastings Deering branches are operating normally.
Parts Supply: Our Group Parts Administration
centre in Brisbane has worked closely with our branches and Caterpillar
Distribution Services to ensure minimal disruptions to stock replenishment
and emergency support. All branches apart from Rockhampton are receiving
and managing their respective stock replenishment shipments. Rockhampton’s
shipments are accessible for immediate despatch once transport/branch access
is available. Additional stocking reviews are being conducted to monitor
and manage inventory capacity to meet demand as operations come back on
line.
Caterpillar has worked with us and the relevant
transport organisations to implement alternative supply routes to ensure
continuity of supply.
Components: We
have full access to our component inventories in Central Queensland, as
well as inventories from other branches. We are also coordinating additional
support inventories with Caterpillar based on requirements.
Component
- Mackay: Fully operational. Additional staff
being
Repairs: redeployed to further boost capabilities.
- Rockhampton: Temporarily offline. Alternative
arrangements in place via Mackay, Brisbane and Cairns depending on requirements
and urgency.
Transportation: Transportation
and accessibility remains our biggest challenge given the current state
of the local transport networks. However we are working with all
relevant authorities, customers and providers to ensure all measures possible
are being taken to safely deliver, or make available for delivery, the
required parts, components or services.
We appreciate that many of our customers
are still assessing their specific requirements given the current situation.
Your local branch or Product Support representatives will be contacting
you as appropriate to provide additional assistance or guidance to ensure
that we are fully aware of your immediate and short term support needs.
Please contact us at any time should your circumstances or needs change,
or if you have not had contact from us as yet.
Rest assured that whilst we have not been
immune to the current situation, particularly in Rockhampton and
Emerald, our staff have been working tirelessly to ensure we can continue
to provide the best support available in the circumstances. We do apologise
for any inconvenience that you may experience but we will do all things
possible to support you. We will continue to provide you with updates
as circumstances change.
Yours faithfully,
On behalf of the Hastings Deering Group
Adrian Carney
General Manager - Product Support
Queensland Floods Customer Service Update