MITIE Pest Control “The Trusted Partner”
Contents Introduction E-Pest Key Account Manager SAFE Mobile Software Masternaut Tracker E-Learning Bidworker E-News Contact Us
1 2 3 4 5 6 8 9 10 11
Introduction We can claim to be the best at eradicating pests, but if we don’t support our clients in this process, it means nothing. With this in mind we have developed the following systems to support you and make your life easier. • • • • • • • •
e-Pest – our online reporting system Key account management SAFE – our database Mobile Software Masternaut Tracking eLearning Bidworker eNews
If any of these support systems interest you please feel free to contact us on 0845 017 1069 for more information
1
This is a free web-based performance reporting system which is user friendly. You can view a ‘virtual’ pest control register from the comfort of your desk for any site in the UK. The benefits of this system are as follows: •
Individual site/contract wide reports and recommendations with photos can be viewed and downloaded.
•
You can view a snapshot of contract wide/individual contract performance against schedule.
•
Documentation such as insurance certificates, method statements and COSHH data can all be found and it is all updated centrally.
•
The system is password protected to nominated client personnel, holds data in a secure environment and will always be available for audit on demand.
2
A Key Account Co-ordinator will be allocated to assist with the general operations and reporting. This support role may include the following functions: •
Ensure requests for service are logged correctly
• Compile and issue scheduled reports •
Provide a first point of contact for client representative responsible for the pest control contract.
• Ensure invoice is compiled to customer requirements and sent on a scheduled basis. •
First point of contact to escalate customer complaints or queries.
•
Maintain regular contact with client
•
If necessary attend contract review meetings to support the key account manager.
3
MITIE reporting via ‘Statistics Analysis Fact Evidence’ (SAFE) is leading edge and best of breed in the UK. However it is one thing to have data, but it is the way that it is used that makes the difference. Our investment into this system has the following benefits: •
GPRS tracking and navigation to improve route planning and resource allocation for emergency response
•
Allocated attendance times to technicians
•
Flagging of potential attendance failure to produce management action
•
Real time confirmation of ETA’s and attendance
•
Urgent reports and costings available immediately after attendance
•
Electronic signature confirmation
4
Request are passed to the service technician by logging the call onto our database ‘SAFE’. This is immediately and automatically transferred to the technicians PDA handheld computer. This is done in “real time” with no delay. When the job is completed by the technician, the visit details are transferred back to SAFE from the PDA.
Whilst on site the technician will update the information with recommendations via their PDA. This could include • • • • • • •
Time on site/ time left site Photographs Findings and recommendations Evidence of issues QA reports Percentage of scheduled visits completed Order pest control stock/equipment to be delivered within 24 hours
All of this is done via SAFE and updated in real time using PDA’s and can be view on e-Pest
5
Use of vehicle tracking to find the nearest technician to a call out to reduce fuel usage. The map on the left show all vehicles that MITIE Pest Control use for the whole of the UK. We are also able to plot the location of foot technicians, service managers etc.
6
The map below shows the location of our staff in London.
Idiling Van Technician
Stationary Van Technician
Moving Van Technician
7
Stationary Foot Technician
Moving Foot Technician 9
Online Training MITIE currently require all employees to complete and pass online training. This is a mandatory requirement within the first three months of employment. Customer bespoke course As part of our initial and refresher training MITIE have developed mini ‘client specific’ modules to compile all client requirements, for example if the client requires our technicians to attend site at a certain time of day, this will be built into the induction training given to all employees. Additionally if there are specific for retail/food/leisure groups, this training is bespoke providing detailed specifics for that customer.
8
Bidworker is used as our reporting programme. It generates client reports detailing requirements, actions and recommendations.
9
This is our monthly newsletter which gives up to date news and information about:
• • • • • • •
Products New services Pest control legislation Interesting facts about pests Information about seasonal pests Free tips on maintaining a pest free premises A topical note from the Managing Director
10
Thank you for your time Contact us: 1 King Alfred Way, Cheltenham, GL52 6QP Tel: 0845 017 1069 Email: mpc.sales@mitie.com 11