The continuing success of our multi-site service delivery, and our industry leading response time, is led by our long standing and loyal service team of over 140 staff. The Playnation service team includes over 100 field based support staff providing service, maintenance and collections; all reporting into our national operations manager.
Our friendly team at National Service Control offer professional and knowledgeable support to our customers 364 days per year. It is important to us here at Playnation that our service structure enables personal interaction with our customers in order to fully understand their needs, and to ensure fast and appropriate engineer responses to service calls. This is reflected in our bespoke SLAs, which are tailored to suit our customer’s requirements.
Playnation uses the most up to date technology to communicate with our engineers, who each have their own handheld PDA; this allows us to track the progress of service calls and gives our trusted engineers the autonomy to manage their calls, liaise directly with our parts team, and flag up any further works required. Our skilled engineers work proactively rather than reactively when on site, and are committed to ongoing preventative maintenance schedule. Playnation engineers will take their time on site to check all machines are operating to our strict standards; our engineers carry essential stock in their vehicles so issues can be dealt with immediately reducing machine down time.
The Playnation operations management structure has been designed to ensure complete focus on our customer needs and requirements. Our senior management team each have an average of over 20 years experience within the gaming industry and hold a wealth of knowledge and expertise.
LOOKING AFTER YOUR BUSINESS
Out dedicated audit and compliance team continually monitor our staff integrity and work particularly closely with the Gambling Commission, to ensure our full compliance with current legislation. Additionally, the audit and compliance team’s knowledge and experience can be utilised to assist first hand with any customer security issues relating to any of our machines.
Our experienced team handle all aspects of Health & Safety, rigorously enforcing all required regulations, supporting our teams through practical field based training, and making our fun hubs a safe enjoyable experience for all the family.
At Playnation’s Head Office in Runcorn we have a dedicated digital repair centre with an experienced and fully qualified team of engineers, who are able to turn around an impressive 75% of all jobs within a 24 hour period ensuring maximisation of the cash box for our customers.
Our dedicated parts distribution centre, aims to minimise machine downtime by operating a measured and successful logistics programme. Partnered with a national courier service, parts are tracked to site to enable the timely and appropriate dispatch of the field service operative.