Imperial Brands Reactive & Proactive Maintenance

The Objective

Imperial Brands tasked us with a comprehensive challenge: to deliver both reactive and preventive maintenance solutions across their UK estate. They required a seamless process for reporting on all aspects of maintenance, coupled with inventory and fulfilment services, as well as estate management across their UK call file. The objective was to ensure smooth operations and effective communication across all touchpoints of their maintenance program.

The Solution

Imperial Brands sought a partner with deep experience in managing both customer service and regional field teams across the UK. We stepped in to support them by developing a robust Maintenance Ticket System and Helpdesk solutions that integrated seamlessly with their internal systems, ensuring a smooth and efficient maintenance program.

In addition to system development, we trained and created dedicated office and field teams focused on delivering the highest level of service for our client. Our teams established strong working relationships with both Imperial Brands and their clients, consistently delivering outstanding service across all interactions.

We maintained flexibility to adapt to field needs, prioritising emergency revisits to ensure they were addressed within 48 hours. Our approach included clear and concise reporting on a weekly, monthly, and quarterly basis, providing valuable insights into our performance and areas for continuous improvement.

The Results

Our partnership with Imperial Brands has resulted in a highly efficient and responsive maintenance program across their UK estate. The integration of our Maintenance Ticket System and Helpdesk solutions with their internal systems has streamlined the reporting process, allowing for real-time tracking and resolution of maintenance issues.

Our commitment to quick response times, especially in emergency situations, has been a key factor in our success, consistently meeting the 48-hour revisit target. The regular reporting we provide offers transparency and helps Imperial Brands maintain a clear overview of the maintenance landscape.

By continually fostering positive relationships and adapting to the evolving needs of the field, we’ve ensured that Imperial Brands’ maintenance program operates at the highest standards, delivering reliable and consistent service across the board.