The Service & Maintenance Provider of the Year category was open to both specialist service companies and distributors that operate dedicated service businesses, with maintenance proving particularly vital in this disrupted year.
We are delighted to announce that the 2020 shortlist includes the following distributors:
Clan Engineering has kept Scottish foodservice sites in business throughout the pandemic. Described as providing excellent service with speedy attendance, accurate diagnosis and keeping its customers informed every step of the way, the firm has brought in more staff to allow it to provide its service on a larger scale, winning contracts with venues such as the Crieff Hydro hotel group and the Dakota Hotels chain. Clan has also developed more digital forms for its engineers to utilise on its dedicated jobs app, such as a PPM checklist or a Covid risk assessment, enabling paperless operation and direct client access to the forms online. The company is now a service partner for Rational, Unox and Synergy Grill Technology in Scotland.
Marren is becoming the ‘go-to’ service company for accelerated oven manufacturers because of its expertise and knowledge, with new service partnerships formed with ACP and Falcon to support Menumaster XpressChef ovens and Falcon Xpress respectively. The servicing specialist also started working with Rational nationwide, recruiting one of only three Rational-approved trainers in the country to make sure its engineers were equipped with the right knowledge. This level of specialist training allows its engineers to diagnose an issue much quicker. The move led to expanding contracts with major operator chains such as Marston’s and Loungers, with the latter already impressed with the service it received from Marren in repairing its high-speed grills, Hatco and microwave equipment.
This year NCE has been working even closer with manufacturers as a service partner, carrying full van stock across ranges in order to achieve 95+% first time fix rate. Due to its in-house communications, it has built up a portfolio of PPM contracts which helped to build business back up following lockdown and keep its engineers working out on the road. NCE has adapted its business to the current climate, introducing PPE specifically for Covid-19 including 2metre distancing signs for its engineers whilst working on site alongside an array of cleaning and sanitising kits in order to combat the spread of the virus. It has also revised payment plans for key worker customers, with no upfront costs.
Over the last year, Swift Maintenance has invested in new scheduling software to improve its operational efficiency and automatically schedule jobs to engineers so that they can attend site quicker. All engineers have been provided with tablet computers with new software to reduce the time it takes to complete job reports on site. Furthermore, Swift added a project design manager, an internal account manager and a field based account manager, which has resulted in increased client retention rates. 85% of all urgent repairs calls have now seen a reduction in the time from when the call is logged to when the engineer gets on site. The firm has increased its number of new PPM contracts by over a third.
Over the past 12 months the mapping of Total QSR’s team has paid off and it has been able to get sites back open for business quickly, utilising efficient distribution. Alongside its spares team’s outstanding stock management, this enabled it to earn its high average first time fix rate. The Wiltshire firm kept in regular contact with its customers throughout lockdown, and recently worked with one, as part of its consultancy offering, to analyse the operator’s current assets and tailor the equipment to be more sustainable. Additionally it has invested in a new field management system called SimPRO, to keep track of preventative maintenance, estimating, quoting and invoicing, live-tracking every job.
Eligible senior industry professionals will be invited to vote for their winner in an online vote over the next two weeks.
The winners of each category will be announced throughout Kitchen & Equipment Awards Week, which commences Monday 30 November.