New After-Sales Communication Process Launched at Western Commercial!

Looking at the modern day business, there is a significant and growing move to digital contact and the move away from certain types of phone contact is now increasing and most companies with high call volumes are choosing to move things to a digital basis in order to be able to cope with the demand of the communication they receive and deliver the responses required quickly. We are no different and we have now created two e-mail communication addresses, one for bookings and one for updates for each Dealership in our business.

We have tried to keep the process as simple as possible to ensure we get up to speed as quickly as possible and improve our service levels to you, however as with all new systems we may experience some issues in the early stages but please be assured we will resolve these and ultimately improve on this aspect of the service we provide to you.

Operating Rules:

We don't generally receive high volumes of calls out with the times noted below, however if there is the need to contact urgently out with these times then please use the phone option

Please ensure the subject heading includes the vehicle registration at all times and the question is clearly communicated as to what information you are requesting.

e-mails will be responded to during these hours, anything sent out with will not be responded to until back into the operating times below

These e-mail inbox’s are for updates for vehicles currently on site and for either a booking you have made or want to make, any e-mails sent with queries on anything not related to a vehicle on our site and having on-going repairs or maintenance will be deleted and will not be responded to.

Our target response SLA is no more than a maximum of 30 minutes after receiving it (unless sent out with operating times) and obviously there will be a period of transition in which we will monitor this timeframe.

We will "reply to all" on e-mails sent in, therefore you will need to ensure that everyone you wish to be copied in this update is added to the cc list on your e-mail. This will help us significantly as at times we do receive multiple phone calls from different people asking about the same vehicle.

Western Commercial Bellshill – Online Customer Updates and Bookings

Update Address: bhprogress@easternholdings.co.uk

Operating Times : Mon to Thu 0800 to 2000, Fri 0600 to 2000, Sat 0700 to 1230

Bookings Address : bhbookings@easternholdings.co.uk

Operating Times : Mon to Fri 0800 to 2000, Sat 0700 to 1230

Western Commercial Broxburn – Online Customer Updates and Bookings

Update Address: bxprogress@easternholdings.co.uk

Operating Times : Mon to Thu 0600 to 2100, Fri 0600 to 1830, Sat 0600 to 1230

Bookings Address : bxbookings@easternholdings.co.uk

Operating Times : Mon to Fri 0800 to 1830, Sat 0600 to 1200

Western Commercial Govan – Online Customer Updates and Bookings

Update Address: gvprogress@easternholdings.co.uk