The Catering Insight Awards Supplier of the Year – Service & Support category honours those companies which are investing seriously in aftersales and warranty support, and have delivered a superior service.
Therefore the finalists for 2021 are:
Foodservice Equipment Marketing (FEM)
FEM offers a variety of services to help distributors sell its range of equipment. This includes comprehensive training and support for equipment, both onsite and virtually, depending on what is most convenient and appropriate. At the same time, FEM works closely with manufacturers to provide resources, liaising with them to ensure the best level of support for distributors. The supplier also creates marketing materials such as brochures, catalogues, promotional material and guides. These are specially tailored to requests and feedback from distributors, covering the biggest issues customers ask them about.
Jestic Foodservice Solutions
Jestic’s technical services arm has invested and developed its planned preventative maintenance offering, whilst also expanding the team and investing in more stock to enhance the first time fix results for its customers. It has also brought in an innovative software solution called ‘Qlik’ which analyses its database and looks at the whole life cost of equipment, so customers can make an informed decision about whether they repair or replace. Furthermore, Jestic has opened a second development kitchen complete with a dedicated engineer training facility at its new office in Manchester.
Over the past 12-18 months Maidaid has been developing new and enhanced support literature to assist both engineers and end users to enhance machine performance, customer satisfaction and to avoid unnecessary call outs and downtime for the machine. Also, during this difficult period, the Maidaid technical team have provided distributors and their engineers with technical advice and support. New procedures have been recently implemented to further improve the already quick response time for warranty call outs; a dedicated service support coordinator has been brought in to assist customers and coordinate work flow.
Middleby UK has brought cohesion to the various independent brands that operate within the group by creating Middleby 1, a concept that makes it easier for partners to obtain the resources they need and work with the business irrespective of customer focus. This solution-driven approach has been further been enabled by the restructuring of its in-house chef team to put culinary-driven support at the forefront of the strategy. The expansion of Middleby’s culinary centre in Wigan gives dealers access to one of the most advanced sites for customer training and education in the country.
Combi oven specialist Retigo has done everything in its power to assist UK dealers this year. At the beginning of 2021 the manufacturer launched a UK subsidiary, operating with a sales office in the Midlands and a warehouse in North Wales. The latter facility provides local stockholding of both products and spares, a showroom and a technical training centre. This move has improved deliveries and ensured next day availability. Furthermore, the subsidiary provides a dedicated technical support team to further enhance all post-sales support, while the firm also joined buying consortium Cedabond.
The winner will be announced at the gala ceremony on Thursday 18 November at London’s 8 Northumberland Avenue. Buy tickets to the event HERE.