Tech support system for installers and homeowners is streamlined

In an effort to better assist installers who often need support on-site and in real time, Tucson has refined how technical enquiries are logged, in a move it says makes the process simpler, more accessible, and quicker to use from anywhere.

Installers, merchants, and homeowners can submit tickets via an online form, including photos or videos, so the team can fully understand the request from the outset. This approach has been designed to help accelerate diagnostics and reduce the back-and-forth often associated with technical support queries.

These are handled by Tucson’s full-time in-house after-sales support team, who the company says can often resolve queries over the phone, providing prompt, knowledgeable back-up as a standard part of the service.

Ken Donegan, Training and Service Manager at Tucson Pumps, said: “Our Technical Support system is designed with installers in mind. We work closely with installers and merchants to ensure tickets are resolved quickly and efficiently, with every support request handled by our experienced Technical Support team. This allows us to provide expert guidance and keep pumps performing at the highest level for end users.”

With Technical Service Agents on the road across the UK and Ireland, Tucson also offers face-to-face support, providing people who can visit homes and give hands-on assistance when needed. For any requests that need extra guidance, Tucson’s team is on hand to provide their expertise.

Ken added: “We are constantly evolving our technical support approach to better assist installers at every stage, from installation through to after-sales assistance. While much of this work happens behind the scenes, installers and end-users feel the impact every day through smoother, more efficient interactions.”

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