A Customer Success Story from Northern Dock Systems

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Project Overview

A Warehouse Overhead Door in Need of Repair

When the warehouse overhead door was being opened, it stopped midway and became stuck in the open position with no power to close. The Bowmanville store contacted our 24/7 Emergency Service team for assistance, emphasizing that it was urgent to get the door closed.

Four-Hour Emergency Service Priority

Our service coordinator marked the issue as a P4 priority, which requires emergency service calls to be addressed within four hours. Utilizing our internal scheduling system and GPS truck tracking for technician availability, the coordinator identified a technician who could be on-site within two hours.

GPS Truck Tracking

See where technicians are in real-time

Technician Schedule Board

See which technicians are available in real-time

live technician schedule board
 
 

Root Cause Discovery for Overhead Door Repairs

Upon arrival, the technician inspected the door to determine the root cause of the malfunction. He discovered that the photo eye had been dislodged from its mounting bracket along with the manual disconnect was partially engaged and was missing a pull rope.

Before

Dislodged photo eye

After

Reattached photo eye

Emergency Warehouse Door Repair in Under Four Hours

The technician straightened the mounting bracket and reattached the photo eye. After testing the electrical operation of the door, he added a pull rope so that the door could be operated manually if issues arose again. Before leaving, he explained the photo eye issue to the store employees and educated them on how to use the manual disconnect and pull cord to operate the door if the system failed again.

Ultimately, from the time the call was placed to when the door was fully repaired and the staff trained on proper operation, we completed this first-time fix in three hours, well within the four-hour window typically set for emergency service calls.

After

Added pull rope for manual operation in emergencies


 

Reach Our 24/7 Emergency Service

0 Calls
Completed in the Past Year
0%
Average First-Time Fix Rate
Under 0
Hour Average Response Time

Location

Bownmanville, Ontario

Featured Services

Emergency service
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