Service and maintenance is absolutely critical in the world of catering equipment, and the Catering Insight Service & Maintenance Provider of the Year category will reward those that are blazing a trail when it comes to repairing, maintaining and servicing kitchens. This award is open to both specialist service companies and distributors that operate dedicated service businesses.
The shortlist is:
Clan Engineering has been impressing across Scotland, with clients including Skanska, Bespoke Hotels and Marstons. In its sophomore year it more than doubled turnover and is well on its way to exceeding its £500k target. With a core strength of reactive repairs and planned maintenance, the servicing specialist strives for speeding response times, no matter the job size. The firm also introduced a ‘unique’ online portal to allow its customers real-time access to reports and asset information. Clan’s industry colleagues have described the company as fast, efficient, professional, reliable, helpful, providing excellent communication and going the extra mile.
A recent Crystaltech investment to add an additional £285,000-worth of van stocks for specific manufacturers has increased first time fix rates and reduced the need for second visits. With further investment in equipment and personnel and an increase in new clients, the business has developed over the last year with a turnover growth of 45%, taking approximately 4,000 service visits per month. It has a constantly expanding team of just over 60 engineers who are all fully qualified and hold all relevant accreditations, many of which have more than 20 years’ service with the Ilford-headquartered firm.
Commercial warewasher specialist Dishwashers Direct has reduced response time on 60% of service calls, from hours and days to minutes or seconds. Over the last 12 months the company has invested in a number of accreditations – ISO9001, ISO14001, Safe Contractor and SSIP so that it can improve its processes and deliver better service to its customers. It has also invested heavily in new website developments. Endorsing wi-fi connected warewashers using systems such as Krupps’ iKloud to enable a more responsive approach, Dishwashers Direct rolled out a database for online servicing of these internet-connected machines.
Specialist service provider Marren prioritises providing a first time fix and therefore this year has invested £100,000 in an upgraded bespoke service management system. The firm has also created a detailed asset register for each of its customers, providing full visibility of the equipment they own and its condition. The high tech theme continues with smart glasses for its engineers, beaming live video feed to managers anywhere in the world. Major brands served include Marston’s, supporting the operator’s Rational combi ovens across its estate by recruiting one of only three Rational-approved trainers in the country.
This year NCE London has taken on three engineers and one sales coordinator, winning a PPM contract for the Burger and Lobster estate and becoming warranty agents for Franke and MKN. Thanks to upgraded operating systems, the servicing firm is able to give better first time fix rates and ETAs of its engineers’ visits to its customers. The technology logs reactive and PPM call information and engineers’ stocks, which have been upped in themselves. Along with new tracking systems on its fleet, the firm has created an in-house cloud system to allow engineers to access the latest equipment technical data.