Watts Tyre Services has been the UK's market leader in the supply and fit of wheel and tyre solutions to the materials handling market for over 40 years. To maintain its position in the market the company has made some significant developments in its systems and people over the last few years, and the investment is paying off.

Watts pioneered the on site mobile fitting concept and now have 80 mobile presses with 25 service centres throughout the UK. They are the only specialist national wheel and tyre service provider to the materials handling market.

"Customer Service has always been key to our success. It is no longer acceptable to simply have good products, it is how you manage and deliver these products which differentiates you from the competition. We recognised that as the only dedicated national service provider we had a unique opportunity to offer the market something that others can't provide," says Paul Morey, MD.

Watts has made customer satisfaction it's number one priority and has put much investment and resource in new systems and it's people to bring this about. "You need the best people and the best systems to be successful and we have invested in both," said Paul.

Watts has developed a comprehensive database of truck models and makes, which identifies the exact tyre sizes appropriate to that truck. Furthermore, the details of every truck that Watts deal with are logged on the system and every time a tyre is changed or inspected, the hour readings of the truck are logged and tyre tread depths recorded. According to Paul, the benefits of this are numerous. "This information ensures that when a truck requires a change of tyres we always identify the correct tyre before attending site. This cuts out the potential for errors which otherwise is quite large given that often the tyres are so worn that it is not possible to identify the original size. The information provided is also very powerful for customers managing their fleet who can calculate pence per operating hour."

"Our system also helps us to work with our customers to identify the correct tyre compounds and types for each operating situation and to plan for tyre changes. There is no such thing as a standard operating environment and it is vital to recognise this and get the right tyre for the right job. FLT operators want to avoid downtime and maximise the performance of their trucks and it is our job to help them achieve this," said Paul.

Watts has also established a national customer service centre to meet the needs of large multi-site customers, but has maintained its network of local service centres. "Two thirds of our business is generated at local level and we firmly believe that the experience and expertise of our local service centre staff is crucial for our business. The combination of local service within a national structure ensures that our customer service levels are unbeatable".

Watts has been focussed on raising service standards in the industry and now offers 24-hour coverage and a UK wide 72-hour service promise on solid tyres, with same day service for punctures or "truck down" situations. All of Watts tyre technicians are fully trained to the highest standards and the company puts a great emphasis on health and safety, which is particularly relevant given that most fitting is carried out at the customer's premises.

The on site service is complemented by the vast product range carried by Watts. In addition to it's own tyres, Watts's supplies all other leading brands. Paul continues, "We are the experts in the industry and this is backed up by being part of a company which manufactures and distributes industrial tyres and wheels across the globe. There is no company in the world with as much knowledge in industrial tyres at both the manufacturing and service end, and this has been reflected in our success for over 40 years. The continued development of our tyres and our service proposition will ensure that we keep it that way."

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