SUMMARY OF SERVICES: Planned Preventative and Reactive Maintenance, Repair, and Installation
SOLUTIONS: Fire Alarm, Aspirating, Water Detection, Gas Detection and Suppression Systems and Hydrants, Risers and Fire Extinguishers
CONTRACT START/END: 2016 – ongoing
GEOGRAPHY: Mainland UK

Customer support

 

Customer Service and Technical Support

The Account Director drives the delivery and development of the contract, and the Administrator supports the day-to-day administration of the contract, supporting the ongoing management of the Virgin Media specified portal, ProNett.

We have a 24/7/365 Service Helpdesk, which is manned at all times, to receive reactive attendance requests and dispatch service engineers and support as required. Suitable escalations and systems are in place to manage critical attendance requirements appropriately.

The Regional Technical & Training Managers (North & South) work closely on the contract to ensure direct support is provided to the Service Engineers and identify areas for development and upskilling where appropriate.

The Design and Project Management Team provide their expert advice in the design and installation of compliant and innovative solutions.

The Engineering Manager ensures that all areas of technical support are consistently provided to the expectations of our prestige customer


 

Audit

 

Product/Systems Quality Assurance

Regional Technical & Training Managers undertake regular quality audits on both planned and reactive maintenance visits undertaken by service engineers. These are unplanned to a regular percentage of works to ensure quality standards are maintained and develop areas for ongoing improvement if required. All engineers remain fully competent to work on the systems installed throughout the estate. This team also look after specialist engineer technical and site access training.

The Design Team promote quality assurance from the outset, ensuring all bespoke design solutions meet British Standards and are aligned with Virgin Media specifications.

Our Dedicated Project Management Team undertake regular quality audits at each stage of the installation to certify that the specification, compliance to British Standards and H&S are being met. Systems are commissioned and certified as required, as demonstration of total quality assurance.

Between the ProNett client-portal and our CASH4Windows operating system, we can provide real-time dashboards of service delivery which are always closely monitored to ensure meeting expectations.

The dedicated Account Director is responsible for the overall service delivery, ensuring consistency across all areas of the business. They attend regular contract governance meetings which specifically agenda H&S, quality, KPI analysis innovation and overall quality of service delivery.

 


 

Emergency call out

  

Emergency Response

We provide a 24/7 emergency response which is supported by our 24/7/365 manned Service Desk. With our CASH operating system, integrated skills matrix and GPS Vehicle Tracking System, our Operators can allocate the most appropriate skilled / located Service Engineer and track their progress.

To ensure all emergency call outs are achieved we utilise our national engineering fleet of over 170 multi discipline fire and security service Engineers who operate from their home locations and are strategically placed to ensure maximum coverage.

As Virgin Media are a critical utility service provider, our stringent business continuity plan is intrinsically linked to Virgin Media emergency escalation processes to ensure that in a critical event we can deploy the appropriate measures required in support. These are regularly reviewed.

 


 

Contract Management

A dedicated Account Management Team is implemented to ensure that all areas of the business work together to meet the obligated Customer Service Level Agreement. They remain ultimately accountable to Virgin Media to ensure that any issues are dealt with efficiently and definitively.

A highly streamlined escalation process is implemented to our National Accounts Director and Service Director to ensure all critical issues are resolved at board-level, if required.