We received a phone call at 4 o’clock on a Friday evening in 2012 asking whether we could attend a walk-in freezer cold room breakdown at a local supermarket. The cold room was off altogether and had thousands of pounds worth of stock at risk. Attendance within 4 hours before the store closed was critical. We attended the store before closure and found one of three evaporator fan motors had failed. The motor was not within our available stock but we were able to isolate the motor to reinstate the cold room operating on two of three motors until the faulty item could be replaced on Monday.
Being impressed at the speed of attendance and determination to leave the cold room operational saving a stock loss, we became service partner for reactive service for their sites within our operating area. Over the next few months we gained confidence of the client to provide reliable reactive service within 4 hours and they contracted us as service partners for backup chiller cold rooms and shop floor multideck chiller remote pack systems. In addition to reactive service, we implemented a planned preventative maintenance programme with them offering two planned visits per year.
Over the years we have increased our geographical service at their request. As the supermarket chain has grown, there have been a number of new stores with much more refrigeration equipment than when we began trading with them. The manufacturer has had to provide refrigeration systems to comply with refrigerant legislation and we have invested in training our engineers to ensure smooth transition. We are always flexible in our approach and, as refrigeration systems change, we adapt the stock of tools and materials carried by our engineers to achieve as high a first fix rate as possible.
We currently provide 24/7 reactive and preventative service to more than 250 sites throughout the north of England and Wales ensuring compliance to SLAs and KPI’s. Communication is key to their senior service managers and we have developed a working relationship where there is trust that we will inform them of any potential problems.