With the servicing and maintenance of automatic entrances and manual door closers a top priority for FM staff, to ensure the life safety of end users and customer satisfaction, GEZE UK is investing in staff and technology for its central service team to provide the best possible service and highest levels of transparency.
Each company has a dedicated service advisor and a deputy so that with just one call, FM staff can reach their main contact and check service or maintenance progress on their door and window control systems. By devoting staff to just one or two key customers, GEZE UK ensures that each account advisor has a comprehensive knowledge and understanding of their designated firm, the work that’s required and their individual expectations and requirements.
Hitting targets for first time fix rate and timely attendance, among others, is a vital part of delivering great service, and technology is making it easier to be completely accountable. As part of GEZE UK’s advanced service offer, account advisors are using portals into FM companies’ own online project management systems to update them on progress, follow ups and timings. This makes it even easier to make sure that the relevant key performance indicators (KPIs) are being achieved, every step of the way.
GEZE UK’s service director Steve Marshall said: “By providing dedicated account advisors, we can help our FM customers further improve their service to their customers, which in turn benefits the end user. It can be a long chain, so understanding accountability and taking responsibility is very important. With a single point of contact and a transparent online monitoring system, we’re more accountable than ever – and that keeps standards incredibly high.”
“BP and McDonalds are among the nationally recognised brands and major national FM companies which are already benefitting from our advanced service offer. In this tough climate our customers are naturally demanding the best service and quality available, and I know we are delivering.”