REGULAR
With constant dosing, the chemicals eventually put severe strain on the pump tubing which, if left unattended, would eventually lead to tube failure or inconsistent dosing.
Regular service calls and preventative maintenance checks can highlight impending problems, be fixed on the spot and avoid problems further down the line.
Lana Turner, who leads RP Adam’s engineering services said: “We have a dedicated engineering helpline, a team of administrators and field service operatives (CSRs) who are all trained in troubleshooting and preventative maintenance. Our CSRs are dispatched to our customers’ sites using an automated planning system managed at HQ.
“This enables us to see who is closest to a call out and how quickly we can attend site. All calls are logged on our customer database and reported back using real time reporting so we can monitor the jobs and ensure they are followed through to the customers’ satisfaction.”
ENGINEER OPTIONS Typically, engineers are either directly employed or contracted by chemical providers. Either way, it is a big financial commitment to get the job done properly. For the smaller provider who may operate within a tight geographical location, employed technicians may offer a viable solution. For companies operating across a larger geographical area and who require effective and efficient national engineering coverage, contracting out is usually the best option.
As with dosing equipment manufacturers, the quality and choice of engineering contractors is far better today than say 20 years ago, with many businesses offering consistent, reliable and quality services throughout the UK. By paying fair rates, respecting the value of the contractor and providing work on a regular basis, true partner relationships develop and suppliers/ contractors can share in each other’s success.
For a fully national chemical supplier with thousands of end user sites
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on their books, a full time employed engineering team is neither financially viable nor effective, simply because the work cannot be 100% guaranteed and the supplier cannot predict where or when the work will need to be done.
“Wasted time is wasted money; therefore a
prompt, reliable, efficient and professional
engineering service from your chemical supplier is essential in maintaining the operational efficiency
of a commercial operation where dosing equipment is on site and in-use.”
CUSTOMER EXPECTATIONS Customers will not live with a two or three day lead-time to attend to broken or faulty equipment and will invariably look for an alternative supplier if the response times are not sufficiently good.
RP Adam offers a market leading engineering service, led by an experienced in-house engineering team who liaise directly with customers and engineers to ensure a prompt, reliable and professional service for both our end user customers and distributor partners.
Lana added: “Over the years we have built great relationships with our contractors and as a result have access to more than 30 engineers throughout the UK. I suppose it helps when we constantly are giving them work!
“They are briefed to ensure they work to our Code of Conduct and the process works very efficiently from logging the initial call, dispatching the engineer, to completing and closing off the job within as short a time-scale as possible. We all work hard to provide a fantastic service and it helps to cement customer loyalty.”
Wasted time is wasted money; therefore a prompt, reliable, efficient and professional engineering service from your chemical supplier is essential in maintaining the operational efficiency of a commercial operation where dosing equipment is on site and in- use. Customers need to know that, if a breakdown is reported, it is dealt with in a prompt and efficient manner to minimise the downtime for the operator.
RFID TAGS It is important that, as part of the regular service visits, the chemical supplier visually checks the location, condition and operational efficiency of all dosing equipment provided by the company. Far too many times this is forgotten or avoided by the supplier, because all they are interested in is getting an order.
To ensure file personnel focus on this area, RP Adam now affixes specially encoded RFID tags to all free-on- loan electronic and manual chemical dosing equipment. There is also a welcome tag at each site which maintains a log of all equipment on site and gives the CSR a site map of all areas where tagged equipment is located. This is particularly important for larger sites as this ensures that we check all critical areas of our customer’s premises.
Our CSR then scans the encoded equipment sticker and reports on any material deficiencies with the equipment – they will either fix it there and then or process an engineering request. All jobs are recorded, photographed and emailed via iPad to an appropriate person at our Head Office in real time, and immediate steps are taken to rectify the problem.
Our last post in this series focuses on the affordability of the chemicals, equipment and engineering services support. If the commercial model does not support this kind of service and investment, then the house of cards begins to fall.
To read more of Max’s musings, check out the Arpal Group blog here.
www.rpadam.co.uk www.arpalgulf.com
Tomorrow’s Cleaning July 2016 | 29
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