reactive maintenance 24/7
Providing Reactive Maintenance Services 24/7
At BoxerFM, we like to think that one of our strongest USPs is our customer relationships. Knowing our customers inside and out, their needs and ways of working has helped us plan for the future together and grow a strong bond. Trust plays an important part and our customers always know they can count on us in a crisis. We have the skills, the staff, the organisation, the ability and the resources to resolve a problem but also importantly, be there for support when it is most needed.
How do we meet tough customer expectations?
We have a system of course! We call it the traffic light system and it works well for us:
Green is for planned maintenance, such as for repairs and maintenance work that can be carried out within a week.
Amber is for more serious issues needing attention within 48 hours.
Red is for urgent or emergency issues with up to a 4 hour turn around. And we are so confident about being able to fulfil this, we have it written into our contracts with our clients.
Client pain points
Other companies may send a plumber to do an electrical job merely to enable them to fulfil contractual agreements. BoxerFM on the other hand, make an initial assessment and assign the correct staff member, tools and equipment to do the job. We see it as an obvious benefit in the long run to get the job done right - the first time. Boxer excel with staff management; we are customer facing and letting our clients down is not an option. It is not all hot air on our part, to prove a point here are some examples.
Decathlon
High standards have been extremely important to us since taking on the contract with Decathlon. When we started working together, the site had been left in a bad state of neglect; particularly the landscaping with overgrown brambles that were not only unsightly but had led to a pest problem. The grounds were not at all appealing or customer friendly.
Although our staff were only scheduled a few days a week here, they attend in all weathers, carrying out duties such as litter picking, grounds maintenance, landscaping and generally bringing back good standards. The difference has been remarkable and a site Decathlon can now be proud of.
Following a break in overnight, Decathlon staff notified Boxer the next day, when they opened up the store as usual in the morning. Boxer FM attended within just a few hours of being informed. We quickly replaced fencing sections and made the site secure again. The client was so impressed they wrote a testimonial praising the quick reactive maintenance service we provide.
“I just wanted to say thank you for the tremendous job you and the guys have delivered - and continue to deliver - at Wednesbury. I'm very glad our paths crossed and you've been able to bring the professionalism to the site that it needed. On a personal level, I've always found you very easy to connect with and have enjoyed our conversations on site. I wish you and the team all the best for the future.”
Doctor’s Surgery
Early on a Monday morning we received a reactive call to an emergency flood at a surgery. It became apparent a shower had been left running all weekend which had badly flooded the reception area come Monday morning. Who else could they call to mop and dry the area? As this was a red light situation, Boxer attended immediately which enabled everybody to get back to work without too much drama or fuss.
Snow in Wolverhampton
One very cold winter evening, BoxerFM were getting ready for snow clearance and gritting at a customer site. The weather was so bad our equipment and staff ended up being commandeered by the police. At the time we did not even know the Police could do that, but it was to help the general public by keeping roads clear and people safe.
Even after this, we still managed to find a way to our clients site to complete the work there too!
What changes have we made since Covid?
Covid has presented special problems to the way we work recently, and we have had to be flexible during lock down. In order to minimise footfall, we arranged out of hours working, where possible, knowing that premises would be less busy. Engineers meet on site rather than travel together in the same vehicle. Mobilisation and good compliance has been particularly important when working with one of our banking clients. When we took over the contract we retained employed staff, knowing their experience would help us to build special knowledge of the client and deliver the best possible service during these difficult times.
The Future
We have seen an exceptionally busy year in 2020 and we will continue to nurture new opportunities in 2021 and beyond.
Why not get in touch with us to see how Boxer FM can support your business.
We provide a comprehensive range of services such as facilities management, contract cleaning, grounds maintenance as well as reactive maintenance for businesses both large and small.
