FEATURE


Welcome to the Next Generation…


ICE: Navigating Change, Driving Innovation and Reimagining the Future.


In today’s rapidly evolving market, businesses must be agile and adaptable in order to thrive. At ICE, we have always prided ourselves on being different and staying ahead of the game, which has resulted in a significant transformation in the past year. Based on the needs and demands of the market, we’ve pivoted our strategy and invested heavily in our future, ensuring sustainable growth and enhanced customer experience.


OPERATING BOARD & LEADERSHIP


TEAM The cornerstone of this transformation has been a complete overhaul of the Operating Board and Senior Leadership team. These strategic appointments reflect a commitment to building a robust foundation for future retention and growth. By bringing in fresh perspectives and expertise, we are positioning ourselves for long-term success.


SERVICE DELIVERY ENHANCEMENTS


Recognising that exceptional service delivery is paramount, we have implemented a new Service Delivery strategy, which centres on driving quality, efficiency and a superior customer experience. The emphasis is on proactive solutions and streamlined processes to ensure customer satisfaction at every touchpoint.


By analysing call-out patterns and identifying hotspots, we 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.


Recognising the importance of preventative maintenance in prolonging equipment lifespan and reducing unexpected


10 | TOMORROW'S CLEANING


breakdowns, we have 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, we aim to minimise costly repairs and disruptions to customer operations.


To ensure that our engineers are equipped with the skills and knowledge to effectively diagnose and repair equipment, we have introduced dedicated training resource. We have invested in a new fleet of machines purely to be used for training purposes, and a training facility at our 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.


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.


NEXT GENERATION PRODUCTS


Innovation is at the heart of everything we do, as evidenced by our strapline ‘Service Through Innovation’, and 2025 is the year we’re taking things to the next level, particularly in the area of product development.


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


alasdair.sharp@wepa.co.uk). x.com/TomoCleaning


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