Greggs, one of the UK’s leading food-on-the-go-retailers, has reported productivity improvements of 146% in its delivery of Shop maintenance service as a result of using advanced real-time service management software from Aeromark (www.aeromark.co.uk) to more efficiently manage the maintenance of its 1800 company managed shops and catering equipment nationwide.
Serving millions of customers each week depends on Greggs’ service operations team maintaining its equipment and premises to optimum condition; from fridges and freezers, hot food units and coffee machines, to the speedy repair of shop fittings; from door handles to light fittings.
In today’s fiercely competitive market, the facilities service management operation is a vital backbone for all food service chains. Any inefficiency has the potential to impact margins through higher costs and reduce revenue through lost sales and negative customer experience. Equipment breakdown, such as a hot food unit or coffee machine with a fault, needs to be fixed as fast as possible to avoid lost sales, customer frustration and potentially money in a competitor’s pocket.
With the introduction of Aeromark’s advanced real-time service management platform, Greggs have increased the efficiency of its shop maintenance service supply chain, reduced subcontractor costs and use their in-house multi-skilled engineers more effectively. As a result, the number of service or repair jobs each inhouse engineer can complete in a day has increased from three to more than 7, on average.
Aeromark’s advanced real-time service management platform has enabled Greggs to increase the efficiency of its service; more effectively utilise its multiskilled internal engineers, reduce subcontractor costs and achieve significant overall costs savings.
The Aeromark system provides Greggs Shop maintenance operations team with a single centralised solution for asset management, dynamic real time scheduling of proactive and reactive work, integrated mobile workflows, vehicle tracking and seamless integration with subcontractors.
The system is also simpler and more efficient for shop staff to report issues and request engineer callouts. Previously, shops had to ring a busy central contact centre which handles 1000s of calls each week. Even relatively minor maintenance, such as a broken door handle, is important to report in order to maintain good looking shops and an exceptional customer experience.
Today, all 1800 company managed shops have access to a self-service portal to log a maintenance call in a few clicks. Every asset is labelled and scanned for identification with a dropdown selector for problem codes. The system’s convenience and ease of use has seen an increase in number of jobs logged by staff for proactive maintenance while at the same time making Greggs planning team and engineers more efficient.
When engineers need additional parts, they initiate a parts request via their Smartphone which triggers a requirement for the planning desk to place an order which will be delivered to the required shop. When the parts are received, the shop updates the system via their self-service portal which sends the job for re-scheduling to fit parts.
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Aeromark Ltd has been at the forefront of Service and Asset management, Scheduling, Mobile App and GPS Tracking innovation since 1990. Aeromark’s real-time Service Management platform transforms the efficiency of service-based businesses, delivering previously unattainable efficiency and customer experience improvements. It provides one of the most comprehensive and powerful service management solutions available including Service and Asset Management, Workforce Scheduling, Mobile Apps, GPS tracking, IOT and Temperature Monitoring and Insight Analytics. These powerful modules can be used independently, in conjunction with existing systems, or together as a single, seamlessly integrated platform. Customers include Greggs, YO! Sushi, Compass Group, United Coffee, SECOM, Amey, Arcus, Flowrite, Swale Heating, Capita, Flowrite, Motivair, Auto Restore, Ian Williams and Acme.
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Aeromark's real-time service management platform drives 146% productivity improvement with four extra jobs completed, per engineer, per day on average
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