Who
Industrial Cleaning Equipment is the leading supplier of commercial cleaning equipment and maintenance services. Their clients include John Lewis, Waitrose, B&Q, Somerfield and M&S. Along with the supply of cleaning equipment they also provide a 24/7 call-out service for repairs.
Objectives
Overall business objectives were to improve efficiencies leading to an increase in customer satisfaction and service levels and so, overall, an increase in margin and profitability.
To remove manual intervention in fault reporting.
To optimise the ongoing management of faults through to resolution.
To remove manual intervention in allocation and management of engineers and job tracking.
To improve client satisfaction by making fault reporting easier, far quicker and ensuring a faster solution.
To improve client relations by being more open-book.
To capture and analyse data for reporting.
Solution
We developed a fault reporting and management system for ICE and for their clients. Clients can track and view fault resolution and management as well as compare reports on performance against SLAs.
We created a mobile portal for engineers to report on the status of jobs, diagnose faults, order parts and re-diarise based on delivery of parts.
We have developed a unique administrative system for ICE. It provides them with a dashboard with which to monitor workflow as well as improve efficiencies and performance. They can also intervene by manually optimising workflow, engineer driver time and date and time of appointments with obvious benefits to their margins.
We implemented an asset management system to track the performance and history of machines as well as provide the visibility required to market new equipment effectively.
A flexible reporting module enables ICE to analyse any element of workflow. This includes engineer efficiency, travelling time and distance, recalls as well as parts and stock levels.
Results
Time spent managing the reporting, allocation and handling of faults has been reduced by 50%.
Since deploying the system and marketing the usage of it to potential clients, ICE has seen a significant increase in new client wins.
A huge range of intelligence gathered from effective reporting has enforced some fundamental improvements across the business.
Brand perception, and retention of ICE clients, has never been stronger.
Huge efficiencies have been made throughout ICE that built a solid base for their future and will, overall, improve their profit margins as well as help to grow the business.
ICE saw a very rapid return on their investment.
