ADVERTORIAL
ICE revamps Service Delivery team
ICE has announced a significant overhaul of their service delivery team, aimed at enhancing customer satisfaction and operational efficiency.
The restructuring involves a streamlined regional approach, increased focus on high-demand areas, and a dedicated commitment to compliance, preventative maintenance and training.
Regional streamlining and resource
allocation To better address the specific needs of different regions, ICE has reorganised its service areas into a north and south division. By analysing call-out patterns and identifying hotspots, they have been able to strategically allocate engineer resources to areas with the highest demand. This ensures that customers receive prompt and effective service, minimising downtime and maximising productivity.
“ICE has been
at the forefront of technological innovation.”
Prioritising compliance and pre-planned
maintenance Recognising the importance of preventative maintenance in prolonging equipment lifespan and reducing unexpected breakdowns, ICE has implemented a dedicated Technical Services Team who will focus purely on Pre-Planned Maintenance (PPM), PA Testing, machine modifications, upgrades and other proactive measures. By focusing on prevention, they aim to minimise costly repairs and disruptions to customer operations.
Engineer specialisation and training
To ensure that their engineers are equipped with the skills and knowledge to effectively diagnose and repair equipment, ICE has introduced a dedicated training resource. The company has invested in a new fleet of machines purely to be used for training purposes, and a training facility at their Peterborough Hub, where engineers can receive comprehensive training in a controlled environment. This includes in-depth instruction on the latest equipment technologies and troubleshooting techniques.
30 | TOMORROW'S CLEANING Supporting infrastructure
The revamped service delivery team is supported by highly experienced Helpdesk and Compliance Administration teams. These teams provide essential support functions, including customer service, logging breakdowns, scheduling engineer visits, technical assistance and compliance management. By working in conjunction with the Field Service teams, they contribute to the overall efficiency and effectiveness of the service delivery process.
ICE Smartcall advancements
ICE has been at the forefront of technological innovation, being the first to introduce video support call functionality to the market back in 2016 with ICE Smartcall. This service enables onsite operatives to directly connect via video call to our Technical Smartcall team, who can diagnose and fix simple equipment faults during the call without the need to send an engineer to site. This has been a huge success as it reduces unproductive engineer visits and vehicle emissions, and maximises uptime for customers. They are continuing to build on this success with exciting new features that focus on environmental, social, and governance (ESG) factors and artificial intelligence (AI). Watch this space!
Juliane Crittenden, Head of Service Delivery at ICE, commented on the restructuring. She said: “We are committed to providing our customers with the highest level of service. By streamlining our regional approach, investing in training and leveraging technology, we are confident that we can deliver exceptional results.”
As ICE continues to evolve and innovate, their customers can expect to see further advancements in service delivery and a continued focus on meeting their needs.
www.ice-clean.com
twitter.com/TomoCleaning
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