Integral cc a4 brochure 9 13 new 2

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 up unparalleled knowledge, and experience within this sector. This has allowed us to create a maintenance support service which offers exceptional levels of customer service for our clients.

What sets us apart is our unique operational capabilities, built around: Planning, Staff Retention & Growth, Operational Management and Customer Contact Management. It is through our one team approach that we optimise these operational capabilities to create flexible and robust maintenance support solutions for our clients At Integral connect we make every contact count. We recognise the importance of the maintenance support in the overall delivery of our client’s service. We take pride in knowing that by making every contact count; we set ourselves up to contribute towards our overall business success and deliver on our promise of supporting engineering excellence.

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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 shared right across our organisation – it part of our DNA. With the ethos that ‘more heads are better than one’ our one team approach ensures that your maintenance support challenges are not faced in isolation.

The five stages of activation, evaluation, guidance, transformation and delivery have been designed to ensure we fully utilise the skills and expertise from across our business. This enables us to identify opportunities for improved efficiency, and provide cost effective maintenance support solutions every time.

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activation

Every challenge is different, so whether you are a multi-national company or a smaller organisation within one of the communities we serve, our one team approach remains the same. We begin aligning our resources to match your needs long before mobilisation.

With the one team approach the nucleus of your mobilisation team is formed from the minute you make contact with us, or as we call it, on activation.

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‌every contact counts Through our one team approach we optimise our core capabilities to enable us to deliver effective maintenance solutions.

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Evaluation

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 assessments 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.

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Guidance

From this detailed insight we offer guidance on a bespoke maintenance support strategy, one that we feel offers the most effective; sustainable and efficient maintenance solution for your needs.

Our aim is not to provide as like for like service, there is real value from this phase as it allows us to implement improvement initiatives that will ultimately optimise customer interactions and align them to your strategic goals.

supporting engineering excellence

planninig

• Capacity assessment • Workload planning • Workload assessment / placement • Culture assessment

operations

customer contact management

capabilities

staff retention & growth

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• Change management • Project management • Client contract management • Recruitment & selection

Transformation

With any new contract, it’s vital the transition from the old supplier is as smooth and as seamless as possible. Effective mobilisation is vital for the success of any long-term maintenance contract. At Integral Connect our transformation phase ensures when taking on a new contract we manage the acclimatisation of the corporate cultures.

The aim is to minimise impact on the overall working environment and optimising service level output. Our transformational planning is built around our client’s needs, where key deliverables and timeframes are set with the client and incumbent contractor and not tagged on as an afterthought to a standard (off-shelf) mobilisation process.

• Customer interaction management • Customer inquiry management • Escalation process & procedures • Service Level Agreement

• Acclimatisation & training • Performance evaluation • Quality monitoring • Performance management programme • Recognition & appreciation

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Delivery

Our delivery is one of continuous improvement, as part of every contract we regularly evaluate our performance, re-visiting our promise, identifying how we can further drive efficiencies and cost reduction for our clients.

Communication is key to successful delivery, one of the many ways we facilitate this is to provide every client with their own online portal offering complete visibility allowing access to realtime detailed reports on the performance of the maintenance support contract.

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the connect delivery of th The strength of the team is each individual member‌ the strength of each member is the team.

The diagram outlines how our approach is applied, and depicts the links between operational processes and related customer delivery processes.

This enables us to achieve our outstanding maintenance support service.

activation

evaluation

guidance

transformation

Capacity assessment Change management

The opportunity

Workload assessment

Culture assessment

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Acclimatisation & training

Full resource & contingency

Project management

supporting engineering excellence

he…one team approach

delivery

Custumer interaction managment

Client contact management

Escalation

Service level management

Outstandiing maintenance support solution

Customer enquiry mangement

Revisit the promise

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The following tables outline individual operational processes, including definitions and benefits our clients receive through connect’s one team approach.

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activation

Process

What we do

The benefits

Skills & resource matching

In order to assess the challenge we assign your mobilisation team, this team remains with the contract from day one right though to delivery. Typically the team consists of the following:

Ensures the correct blend of skills and experience. The nucleus of the mobilisation team remains for the lifetime of the contract.

Operational Sponsor(s): The Ops sponsors are a critical part of the team, they are typical engineers who use their years if experience from within their discipline to assess the contract from an operational perspective. With many contracts operational sponsors will also be drawn from our IT to offer technological support.

Integral Connect Sponsor: A senior member of the Integral connect team who quickly will remain the primary liaison for a future contact. Working closely with the Operational sponsor to ensure the smooth interface between Integral connect and their operational colleagues in the field. It is the responsibility of the Integral connect sponsor to ensure the highest degree of support for engineers at all times throughout the duration of the contract.

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Commercial Sponsor: Where the Integral connect forms part of a wider service bundle, including maintenance provision, a Commercial sponsor is appointed. Their role is to ensure all SLA’s are met and are in line with the wider contractual obligations.

guidance

Process

What we do

The benefits

Present full resourcing & contingency solution

Presentation of staffing, strategies to achieve customer expectations, encompassing strategic and tactical workforce management.

Optimises productivity by developing contingencies and alternatives for staffing peaks.

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2 Process

supporting engineering excellence

evaluation What we do

The benefits

Capacity assessment

We create a profile of organisational staffing requirements based on strategic business forecasts.

Decreases costs through to effective planning.

Workload assessment / placement

Provides management of call/contact volume load per channel.

Whatever channel you choose, we can effectively manage your volumes accordingly. Our forecasting and resource planning experts monitor 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.

Reduced staff costs and flexibility, with staffing levels matched to seasonal demand.

Culture assessment

We immerse ourselves into the scope as well as the spirit of Optimises staff understanding of our client’s contracts as well as the all-important performance client challenges, ensuring transition and success measures. Upon appointment, our colleagues go into contract runs smoothly. through a 12 week Induction Programme where they spend the first week in a 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.

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transformation

Process

What we do

The benefits

Change management

Provides a framework, methodologies and training for managing operational and systems changes.

Reduces cost by enabling focussed activity on effective management of change. Reduces attrition through a controlled approach to managing change.

Project management

Proved formalised process and training to manage the project of change within the connect team as it incorporates into the new service contract.

Reduces cost through consistent robust project management methodology.

Recruitment & selection

Enables consistent recruiting and selection from profiling the candidates ensuring the have the appropriate attitudinal and behavioural traits to seamlessly fit with the team.

It’s our belief that diversity with a team brings with it 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 to contribute to our overall aim of supporting the delivery of engineering excellence.

Improves quality by providing qualified candidates as quickly as possible and improves performance by reducing problems related to attrition.

Acclimatisation & training

Provides collateral and skills for orientating news connect representatives, their customers and their jobs.

Reduces attrition and improves measurable performance expectations by reducing time to get connect representatives up to speed with their new client.

Can combine with sites’ current best training practices.

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5

delivery

Process What we do

The benefits

Client contract management

Manages contracts between the business and Connect, ensuring the commercial objectives are met as well as all the operational objectives.

Develops consistency between connect and client at a strategic level, building client satisfaction.

Customer interaction management

Defines and managers customer interaction to create and enhance the desired customer experience. This includes training on tone of voice, empathy, timeliness etc.

Ensures contractual obligations are met though quality scores and resolution on first contact. Leads to improved customer satisfaction and reduces customer attrition.

Single point of contact Each connect customer is given a dedicated single point of contact which means that you receive a branded customer client welcome. This ensures you will have the same Integral Connect team for the duration of your contract. 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.

White label service provision We can offer a multi-channel reactive maintenance support service to suit. We understand that in some case it’s necessary to present a seamless ‘white-label service’. Our team are specially trained to ensure when operating this way they understand the importance of every contact and our sophisticated telephony platform 100% of calls are recorded, ensuring we maintain our excellent customer service quality standards.

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 channel you choose, we are confident we can work together to find the best option for you.

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Provides quick resolution in a Customer enquiry This addresses working with customers to handle enquiries and service requests and problem resolution. customer-focused manner, immediate management It supports incoming and outgoing contacts, identifying appropriate routing strategy to eliminate customer frustration.

routes contacts to an engineer with the relevant skills and expertise to resolve the problem.

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!

Escalation process & structure

A detailed process for connect team members to seek advice on requests without sending all escalations to supervisors or managers. This ‘internal’ helpdesk, which is driven by service levels is available 100% of the time and is staffed by team leaders with experience working with across similar contracts.

Service level (SLA Establishes, manages and monitors service level measurements for customer satisfaction. management) 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.

Provides process to evaluate trends and plans to address deficiencies.

Reduces need for management escalations and improves customer satisfaction through the efficient resolution of requests.

Facilitates tracking complains to offer continuous improvement opportunities.

Ensures contractual obligations are met, facilitating long-terms strategic partnerships with clients and improving customer (end-user) satisfaction.

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revisiting our promise Ours is a people business. We recognise that great people make a great business.

Integral connect are committed to supporting, developing and retaining our employees to deliver excellent results for our clients and their customers. Our people underpin our capabilities and are critical to the delivery of our promise – supporting engineering excellence.

As part of every contract we continuously revisit our promise.

Re-visiting the promise at Integral connect consists of a set of tightly defined processes, beginning on the day the contract goes live. Our aim from is to challenge the norm and to consider ways to find efficiencies that will optimise performance and deliver real values for our clients.

Performance evaluation and quality monitoring: This ensures adherence to established processes,

procedures and customer service standards based on customer SLA’s and other contractual obligations.

Quality Monitoring:

Continuous monitoring and evaluating work performance of team members, recording calls and data to provide constructive feedback on performance. This leads to optimised colleague performance, through coaching and identification of opportunities for reward and recognition. It allows for an objective, external viewpoint leading to improved performance against SLA’s and customer expectations.

Performance Management programme: Provides

measurement and feedback programme specifically focussed on colleague performance. This provides the facility for team leaders to provide feedback employees on performance, allowing them to quickly address any training needs to ensure consistent delivery to the expected service levels. Overall this improves employee satisfaction, by providing consistent feedback and focused performance management.

Recognition and appreciation: 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. Our ACE program recognises colleague achievements.

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supporting engineering excellence

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.

Customer Survey: Finally, a prescribed times within our service agreement we issue our customer survey. This provides a means of obtaining valid opinions and fulfilment data from customers on their interaction experience. From the feedback can assess against our own performance benchmarking, enabling quick identification of areas of improvement to improve customer satisfaction.

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our values As with the one team approach, our values are shared throughout our business and are the cornerstone to the promise of delivering engineering excellence.

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.

We put ourselves in other people’s shoes and treat people how we would wish to be treated.

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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/connect

colour pallete Green

Pantone 321

Aqua

Navy

Pantone 2756

Pantone 359

Purple

Pantone 266

Turquoise

Pantone 325

Mid blue

Pantone 2727

Hot pink

Pantone 213

Gold

Pantone 383

yellow

Pantone 388

red

Pantone 1795

orange

Pantone 158