MML was asked by an existing customer to expand our service to include their distribution centres as well as their retail sites.
These centres are critical and need an enhanced service level to ensure asset and critical service availability and to prevent potential site closures.
MML worked with the customer to identify the critical assets and services and to develop supplier SLAs and processes to ensure maximum availability. The technical specifications were reviewed, together with PPM regimes to prevent downtime wherever possible.
To further support the sites, a dedicated resource was introduced in our Customer Service Centre to provide an enhanced level of service and focus for these sites. This involved liaising with suppliers prior to SLA breaches to ensure that the critical assets were prioritised, together with maintaining close relationships with the site operatives.
- Increase in response to SLA
- Reduction in reactive calls as a result of improvements to PPM programme
- Fewer escalations from sites
- Positive feedback from site operatives
“MML have provided us with peace of mind that our assets are in good hands and that they
understand the criticality of the equipment and manage them accordingly. The feedback from sites has been positive; keep up the good work!” Facilities and Contract Manager