The drivers for using Bluebird for our service work is their reliability, product knowledge and peace of mind that they provide whenever a call is sent to them.
With regard to other contractors: When a call is logged, attendance is noted by the Service Partner but half way through the SLA we are notified that attendance is impossible leaving us to make alternative arrangements to reach our agreed SLA’s. The impact is substantial to such a degree that we have to pay penalties for missing the SLA or even stock loss.
Low rate of First Time Fix. We have to re-attend multiple calls to get the cabinet up and running. This includes scheduling after hours work which has a negative financial impact.
Bluebird attends the calls when they say they will and aim for a First time fix. Bluebirds engineers have a good rapport with my clients which puts them at ease and make getting the job done so much easier.
Because of Bluebird’s continuous strive to get the work completed within the SLA and on first attendance, we have been successful in obtaining a significant contract which will see us servicing and maintaining the majority of my clients assets.
For more than five years I have relied on Bluebird as our primary Service Partner to provide reactive and planned maintenance over a large estate of supermarkets containing a vast range of refrigeration and commercial heating and cooling systems. During this time, I can honestly say that we have never been let down. In addition to the Bluebird engineers being well rounded and time served with an excellent technical knowledge base, they are also polite and understand how customers should be treated with a firm understanding that they represent their company and ours when visiting our clients. The call out service for after hours calls is always reliable and no matter the time of day or night, the engineers’ have a great ‘can do’ attitude. In summary, I use Bluebird Refrigeration because they are reliable, knowledgeable and when dealing with them I am confident they will resolve the issue and our customers will be happy with the complete service provided.
Information flow is key to being able to manage multiple calls at any one time . The issue experienced most commonly with many other service companies is the breakdown of communication between the us and the service engineer. This results in us not being aware if the issue is resolved or if parts are needed or even if the call has actually been attended or not. When a system is down, the customer is most likely losing business and not knowing what the problem is and, more importantly, when it will be resolved can be extremely frustrating. Other issues common to the industry are synonymous with poor engineer knowledge which will usually result in reputational damage due to repeated return visits needed to really get to the bottom of the issue.
Once Bluebird are aware of the call out, I feel completely confident that they will handle the issue. If the problem does require a return visit for any reason, the office staff will call immediately to inform us and let us know when the job will be finally resolved. All of the job sheets completed by the engineers are done so via a mobile device. This enables information including pictures to be sent back to their office instantly, which in turn allows us to manage our customer and keep on top of the workflow.
I have worked with Bluebird for over 6 years, they are a comprehensive refrigeration specialist who excel in customer service, first fix and engineering excellence. I have worked with Bluebird through different companies and would never hesitate to recommend them or use their services. Bluebird staff and engineers are a pleasure to work with and everyone goes the extra mile to ensure they provide top class service.
Other service providers caused poor response time and misdiagnosis have left our machines inoperable for lengthy periods, costing our customers huge amounts in machine down time. The lack of reporting functions with other providers reduces our visibility on previous works.
Bluebird were able to alleviate the problems by providing fast response with an impressive first time fix rate at a very reasonable cost. The high volume, rapid response requests are met with ease by their team of engineers and coordinators ensuring a seamless service.
Want to know more about what we’ve done? Read a few of our case studies below.Read More
Hire company operating in discount stores
After service levels deteriorated with an existing service provider, we were contacted to provide reactive…Find Out More
European refrigeration manufacturer supplying large UK supermarket
We received a phone call at 4 o’clock on a Friday evening in 2012 asking…Find Out More
European refrigeration manufacturer
Bluebird were recommended to this client in 2013 as their reputation for reliable service within…Find Out More
National refrigeration service provider
Recommended by an existing refrigeration and catering wholesaler in summer of 2013, we were contacted…Find Out More