BS Trailer Services has reported a reduction in vehicle downtime, as well as improved customer communication since moving its out-of-hours call handling to TNS 365, a specialist in 24/7 breakdown support for commercial fleets.
Based in Leighton Buzzard, BS Trailer Services operates a rental fleet of nearly 2,000 trailers and 200 trucks, alongside a full suite of fleet maintenance, repair and sales services.
According to Fleet Manager Steve Westward, maintaining rapid response times during unexpected breakdowns is essential to the business’s customer promise.
Westward said: “From hire and sale to maintenance and repairs, we provide a comprehensive end-to-end service.
“And on the rare occasions when one of our vehicles requires breakdown or technical assistance, we need a fast and efficient call handling service to keep our customers on the move.”
After 25 years with its previous provider, the company ran a one-month trial with TNS 365 and quickly noticed significant improvements in speed, clarity and reliability.
Westward said: “Right away we were able to speed up reaction times, provide greater transparency for the customer and, most importantly, make sure every vehicle is promptly back on the road.”
Using TNS 365’s interactive information portal, BS Trailer Services can now monitor assignments in real time, including estimated and actual times of arrival.
The system also supports document uploads, such as invoices and images, and allows the helpdesk to send immediate email updates, streamlining communication between all parties.
TNS 365 supports more than 200 jobs per day and answers 90% of calls in under 30 seconds, including overnight, weekends and public holidays.
Its services are tailored for commercial vehicle hire firms, manufacturers and service agents, with expertise covering breakdown assistance across trailers, HGVs, tyres, tail lifts, refrigeration units and more.
Phil Kay, business development manager at TNS 365, said: “We understand how vital rapid response and clear communication are in reducing downtime.
“We’re proud to support BS Trailer Services with a tailored breakdown and call handling solution that ensures their customers receive swift, professional assistance—any time of day or night.”
Westward added that although call volumes remain low, the peace of mind delivered by a responsive and professional support partner is invaluable.
He said: “We rarely get calls – especially out of hours – but when we do, it’s always reassuring to know that our customers are in safe hands. Our reputation is built on service and reliability, and TNS 365 have passed the test with flying colours.”
