www.integral.co.uk
supporting engineering excellence
‌every contact counts
why connect? INTEGRAL connect are a UK based customer service solutions provider for the built environment and maintenance sector. Part of INTEGRAL UK Ltd, one of the UK’s leading maintenance solutions providers, we have built upon our knowledge and understanding of this sector allowing us to offer exceptional levels of customer service for our clients. Our people are at the heart of the business and have a critical role in our one team approach. This ensures we always strive to identify opportunities for improved efficiency that provide our clients with cost effective, sustainable solutions every time. We pride ourselves on our ability to deliver engineering excellence consistently across our geographies, service lines and key industry sectors. Whether as part of a wider maintenance contract, or as a stand-alone customer support solution, we strive to enable our people to be excellent in every interaction…making every contact count. It’s this commitment to customer satisfaction which ensures we support of our overall promise of delivering engineering excellence.
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www.integral.co.uk
delivering engineering excellence
We will grow by nurturing relationships with our customers and our staff.
collaboration
Our passion for client results drives our commitment to excellence and continuous improvement.
We recognise true partnership comes from putting ourselves in other people’s shoes and treating people how we wish to be treated. Our one team approach is a truly collaborative and proactive way to multiply the results of our efforts.
passion for results
Everything we do is a means to an end. That end is delivering results for our clients, our communities and our shared future.
integrity
At INTEGRAL we realise that trust is hard earned, but easily lost. We make a commitment to work honestly and ethically, without excuse or exception. At INTEGRAL each of us are accountable for delivering effective sustainable solutions for our clients; a one team approach where each of us can make a difference.
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our approach
Activation
Evaluation
INTEGRAL connect customer support solutions are specifically designed for companies delivering maintenance services to public, commercial and large private domestic clients.
Our Customer Support Assessment and Audits form part of the evaluation phase of any new contract. Here we aim to get a detailed understanding of your needs by analysing and evaluating the people, processes, knowledge, organisational structure, systems, and culture that produce the desired customer experience.
To ensure your clients receive the best possible customer support solution, INTEGRAL connect account managers are involved from the very first interaction we have with our clients, very often at a PQQ stage. This level of interaction pre-award ensures we build a detailed insight into our clients’ needs ensuring we have the right solution in place upon mobilisation.
This phase is all about ‘walking in your shoes’, we aim to have our customer experience managers sit side by side with your people, (the incumbent supplier or your own personnel), listening to customer calls, and assess if the desired customer experience is delivered. We trace the customer experience, and its root causes, through your internal processes, back to the customer strategy. Interviews with your call centre personnel, supervisors, and key managers examine your operation from their perspective. Our aim is not to provide a like for like service, there is real value from this phase as it allows us to implement improvement initiatives that will ultimately optimize customer interactions and align them to your strategic goals.
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www.integral.co.uk
delivering engineering excellence
Guidance
Transformation
Delivery
Our thorough evaluation provides a baseline, identifying areas that would benefit from development, and the insights allow us to ensure we offer the best solution for our clients every time.
Upon winning a new customer support contract, it’s vital the transition from the old supplier is as smooth and as seamless as possible. Our experience has shown that such in-depth exposure to our clients’ preaward ensures this process far easier. With relations and preferred channels already well established, it ensures the number one component in realising smooth mobilisation is in place‌ excellent communication.
Switching over to INTEGRAL connect or indeed going live with us for the first time could not be easier. Our robust process ensures that everything is in place well before the day we go live as your customer service representatives.
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our people The strength of the team is each individual member . . .the strength of each member is the team.
Client single point of contact 24/7 Central Customer Service Centre 45 strong team 350,000 calls per annum ‘Vixen’ by Causeway Integrated business management system Nationally networked Integrated global tracking Customer web portal
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www.integral.co.uk
delivering engineering excellence
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our technology The strength of the team is each individual member . . . the strength of each member is the team. ‘Vixen’ by Causeway Integrated business management system Nationally networked Internal Development and systems team Planned maintenance module Compliance register and certification Integrated helpdesk module Financial interface and job reporting Integrated global tracking
INFORMATION Generated through Vixen Performance statistics & report generation Timely Accurate Meaningful information Tailored to requirements 8
www.integral.co.uk
delivering engineering excellence
static sites or mobile support? Integral UK provide an extensive range of services across sectors, from Retail through to Public Sector, Utilities, Health, Financial and Commercial. Whether you require an on-site 24hr total maintenance team or simply remote support we can provide a solution to suit:
M&E maintenance • Nationwide coverage, 24/7 365 days a year • Highly experienced team of over 1,300 employed technicians • Mechanical and electrical planned and reactive maintenance • Portable and fixed appliance testing • Scheduled procedures providing preventative maintenance • Monitoring of developments and trends to produce cost efficiencies • Reliability centered maintenance programmes
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our values collaboration We will grow by nurturing relationships with our customers and our staff. We recognise true partnership comes from putting ourselves in other people’s shoes and treating people how we wish to be treated. Our one team approach is a truly collaborative and proactive way to multiply the results of our efforts.
integrity At INTEGRAL we realise that trust is hard earned, but easily lost. We make a commitment to work honestly and ethically, without excuse or exception. At INTEGRAL each of us are accountable for delivering effective sustainable solutions for our clients; a one team approach where each of us can make a difference.
passion for results Our passion for client results drives our commitment to excellence and continuous improvement. Everything we do is a means to an end. That end is delivering results for our clients, our communities and our shared future.
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www.integral.co.uk
delivering engineering excellence
We put ourselves in other people’s shoes and treat people who we would wish to be treated‌
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colour pallete
Registered Office 1290 Aztec West, Almondsbury, Bristol BS32 4SG T: 01454 278 900 F: 01454 201 169
Sales enquiries 03333 212 216 E: enquiries@integral.co.uk Company Registration No. 5307588
www.integral.co.uk ‌maintaining your building