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. 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.
…every contact counts 2
www.integral.co.uk
supportiing engineering excellence
the int egr al se r
l e e h w ce i v
one team approach
The one team approach is a philosophy that is shared right across our organisation — it’s part of dna. It ensures that we always strive to identify opportunities for improved efficiency that provide our clients with cost effective, sustainable solutions every time. We begin aligning our resources to match your needs long before the mobilisation. With the one team approach the nucleus of your mobilisation team is formed from the minute you make contact with us or upon activation. With the ethos that ‘more heads are better than one’, our one team approach, ensures we work closely with you at every stage of the process
to deliver the best possible solution from the wide range of expertise right across our company. Every challenge is different. Whether you are a multi-national company or an organisation within one of the communities we serve, our one team philosophy remains the same. We use our skills, expertise and when it calls for it leading edge technology to evaluate and build a detailed insight into your organisational challenges. This ensures we tailor the most effective, sustainable and efficient maintenance solution for your needs. We pride ourselves on our ability to deliver engineering excellence consistently across our geographies, service lines and key industry sectors.
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connect’s one team approach
From a strong partnership culture we provide a range of customer service solutions ensuring effective maintenance delivery.
Activation
INTEGRAL connect customer support solutions are specifically designed for companies delivering maintenance services to public, commercial and large private domestic clients. 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.
Guidance
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.
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www.integral.co.uk
supporting engineering excellence
13 5 various technology platforms
forecasting volumes scheduling engine exception planning performance analysis
4 24/7 service delivery
Evaluation
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.
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.
forecasting volumes scheduling engine exception planning performance analysis
Transformation
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’ pre-award 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.
Interviews with your call centre personnel, supervisors, and key managers examine your operation from their perspective.
Delivery
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.
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 values We put ourselves in other people’s shoes and treat people how we would wish to be treated. 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
supporting engineering excellence
The best solution every time. 7
our people The strength of the team is each individual member‌ the strength of each member is the team. Client single point of contact We take pride in setting ourselves up for success so we can contribute to your business success. That’s why we tailor the service we can offer our clients to meet their individual needs. For some a dedicated single point of contact means that you receive a branded customer client welcome as well as the knowledge that you’ll be talking to the same Integral connect team for the duration of your contract. This one stop shop approach means that no matter how far and wide your business spreads across the UK, your customers can be assured their needs will be met by a team of individuals who have developed specialist knowledge of your business and have the passion to work with you to deliver great service. We can offer a multi-channel reactive maintenance call out request service to suit you. For some having the reassurance of talking to someone who understands at the other end of the telephone is very important therefore our sophisticated telephony platform allows clients to call us direct with the knowledge at 100% of calls are recorded to ensure we maintain our excellent customer service quality standards.
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www.integral.co.uk
supporting engineering excellence
For other clients who prefer a less personal service, clients can submit reactive maintenance requests via email, client web portal or other configurable web platform. Whichever method you choose, we are confident we can work together to find the best channel for you.
24/7 central customer contract centre At Integral connect we can offer your business 24/7 cover. So whether you have a need an electrician to attend to a power failure at 12 noon or you need a toilet unblocked a toilet at 2am we’ll be around to assist. Our Customer Service Centre representatives will take all the details of what service is required and ensure we deploy an appropriately skilled Engineer to attend within what SLA we’ve agreed. No matter what time of the day or night it is there’s always
a Duty Manager available out of hours too in the event of problem.
45 strong team Harnessing a collaborative approach both internally and externally to client specific teams, our Customer Service representatives develop a deep knowledge about the client and how you like to do business. We pride ourselves in immersing ourselves into the scope as well as the spirit of our client’s contracts as well as the all-important performance and success measures. We believe that diversity with a team bringing a wealth of life experience that allows our people to relate to our clients people and understand their needs. Our 4-stage extensive recruitment process means we select the right candidates with the best skills, knowledge and behaviours who possess the desire to live and breathe our values of Collaboration, Integrity and Passion for Results. Upon appointment, our colleagues go through a 12 week Induction Programme where they spend the first week in a
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The passion to work with you to deliver a great service.
classroom environment learning about our business and the system we use. We favour a blended approach to learning and make sure our new starters get the benefit of listening to our client calls at an early stage. We like to develop our colleagues by encouraging them to play to their strengths and not get hung up on their lesser strength. We believe that individuals with a variety of strengths all play a key role in achieving desired goals. What is one individuals’ area of weakness is another individuals’ strength. We love to recognise our colleagues who stand out by making our customers happy. Client commendations are the best form of recognition and we strive to encourage our people to create fantastic customer experiences. We recognise the key contribution individuals as well as dedicate client teams make to great customer retention and that’s why we recognise this through our monthly ACE ‘Awesome Customer Experience’ award.
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www.integral.co.uk
supporting engineering excellence
35,000 calls per annum Whatever channel you choose, we can effectively manage your volumes accordingly. Our forecasting and resource planning expert monitors historic as well as predicting future call out volumes and patterns. As the elements can often create a surge of call outs for leaky roofs or air conditioning engineers we proactively plan for the inevitable to ensure that you receive a consistent level of service no matter what’s going on in the world.
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our technology We use a number of different technology platforms to drive your ‘unique’ process. Nationally networked Integral connect benefit from being well connected. Being part of Integral UK Ltd, one of the UK’s leading maintenance solutions providers, we have built some very strong working partnerships with maintenance providers and specialist contractors across the UK to complement our own internal ability to self-deliver most client engineering needs. Whatever your problem we’ll know how to fit it.
Integrated global tracking Working closely with Integral UK Ltd means that we have access to over 1300 highly skilled engineers who can be deployed both quickly and efficiently. We use a sophisticated tracking systems to tell us where our engineers are and what skill set they possess to ensure our response is swift and timely to meet your needs.
Customer web portal Our software support developers have created a robust real-time information reporting tool for all our clients to view a number of key customer metrics. This means clients can see up to the minute information on the progress of individual work order requests and analyse key performance measures in our commitment to providing complete transparency for your clients.
Clients can view: - Number of calls logged (by month with a comparison to the previous year) - Number of calls logged (by day/week compared to the previous week) - The priority of the calls logged - The status of the calls logged (e.g. complete, follow-on, open, due) - Performance against Attendance SLA
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www.integral.co.uk
supporting engineering excellence
- Performance against Completion SLA - First Time Fix rates What’s even better is that all our key performance data allows the reader to drill down to individual job level, giving you the benefit of an overview of our performance as well as the detail should you need it.
Integrated business management system PROCESS (book | facilitate | complete): • Dedicated team leader to service • Client review meetings, performance based partnership • Engineer in every postcode, routing and scheduling of engineers diary • Reactive call to completion • Engineer tracker TECHNOLOGY: • Tracker • PDA/tracker
‘Vixen’ by Causeway Our bespoke in-house CAFM system has been developed over the years to support the backbone of our organisation. It’s here where we hold all our critical client site data and contract specifics to be able to deliver exceptional service to all our clients. In addition to our own in-house CAFM system we have the capability to work with client systems too. So, if your business requires us to work with your legacy systems we have the dexterity to do business your way
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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
www.integral.co.uk
supporting engineering excellence
‌every contact counts