The Supplier of the Year – Service & Support category honours the supplier best deemed by the industry to be setting the benchmark for after-sales service, support and warranty.
We are delighted to announce that the 2020 shortlist includes the following operators:
Falcon Foodservice Equipment
Falcon Foodservice Equipment has strengthened the level of support it offers through ongoing investment in staff skills and technical expertise, including a training programme for engineers installing and servicing Lainox appliances. As the course is run by Falcon personnel, delegates have a familiar point of contact if they experience any issues during an install. Several members of its customer service team have now achieved a Scottish Vocational Qualification Level 6 in customer service, helping to drive up the standard of service it can offer customers. Falcon’s development kitchen in Stirling provides a state-of-the-art facility for menu and equipment training, and prior to Covid it had begun complementing that resource with the expansion of live cooking demonstrations around the UK.
Jestic Foodservice Solutions
The past 12 months have seen two Jestic apprentices achieve full engineer status with ACS Gas Safe qualifications, joining the team of 45 factory-trained engineers. This team and the support staff based at Jestic’s Kent head office help to deliver a 90% first-time fix rate for core products. Plus the supplier has moved the previously contracted out, third party ‘out of hours’ telephone support, to a dedicated in-house team. This now means that a 7-day service is offered by Jestic’s own resources, giving the service team greater control when supporting its customers. Jestic has now introduced a dedicated ‘equipment support specialist’ to work in conjunction with the aftersales service and culinary teams to deliver site-specific equipment training.
The Maidaid in-house technical team is a free of charge support service that allows both users and engineers to gain valuable information with ease. The team have worked incredibly hard to offer support to both dealers and end users this year. When the UK lockdown came into force in March they assisted sites by ensuring that equipment was shut down correctly to help avoid any unnecessary call outs/costs upon re opening. They also helped get the machines back up and running as efficiently and cost effectively as possible. Maidaid further produced a guide to assist both users and distributors to avoid machine downtime after leaving machines off for long periods.
Meiko’s after-sales team is always responsive and continuously reliable, even during Covid. This year the firm increased in-house engineer and in-house call centre allocator training, including a 4-week engineer call back to all new Meiko rack and flight warewashing machine installations, following commission, to ensure the machine is operating correctly and to further train operators on their new warewashers. The manufacturer also undertook a detailed assessment of stock being used nationwide on all calls, with a view to increase its first time fix. As a result, van stock items increased by 20% across 51 service vehicles nationwide. Meiko’s strength is in its consistency, with the team remaining solid where others have fallen away.
To make the organisation of servicing and maintaining customer’s appliances even easier, Taylor UK has created a comprehensive online service portal for customers. This allows end users to register their business, giving them the ability to access all of the details about their machine as well as information on service contracts. They can also download invoices and service records and order self-fit and consumable parts for their soft-serve or frozen drinks machine. Soft-serve machines have been among its most in-demand products in the past 12 months, inspiring the firm to produce free best practice guides on equipment selection and maintenance and a series of accompanying training videos available through its YouTube channel.
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.