Handicare TechTool image

Handicare Accessibility has launched a new online troubleshooter to help stairlift users fix faults without the need for an engineer call-out.

The new TechTool website is now available to be used by users directly or by tech support teams to boost fix-over-the-phone rates. On top of the time-saving benefits of TechTool, fixing issues remotely will reduce face-to-face contact with users, keeping them safe in the continuing Covid-19 pandemic.

Following the successful launch of its engineering TechTool service in 2021, this new digital manual provides solutions for common technical issues with stairlifts, in simple and accessible steps for users and technicians alike.

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While the engineers’ TechTool was only available to trained Handicare partners and installers, this new site is available to everyone and helps users to identify and solve issues, such as obstructions on the stairs, ensuring the lift is properly charged, and problems using the remote control.

In a three-month trial by Handicare’s customer service teams, access to TechTool increased fix-over-the-phone rates by 13 percent. This was all thanks to the easy access to technical advice TechTool provides to fix common minor faults and user errors.

Global Customer Experience Director David Harrison welcomed the launch of the new service: “Handicare prides itself on putting stairlift users at the heart of everything we do.

“This new online service will not only help end-users, giving them 24/7 access to technical support and enabling them to fix faults quickly within their own homes. It will also hugely benefit our trade partners, providing quick and straightforward fault fixes for their customer service teams to use, as well as presenting a huge cost saving on engineers’ time and resources to fix minor issues in person.”

The new online tool comes as part of Handicare’s focus on levelling up customer experience.

TechTool is available now for stairlift users to access at www.handicaretechtool.com.

Last year, Handicare retained contracts with Glasgow City Council and Gateshead Council to supply, install, service, repair, and remove stairlifts and patient handling equipment.

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