When your instore hardware fails, the knock-on effect on lost revenue and customer satisfaction can quickly escalate. Cennox approaches the maintenance of our customer's critical hardware as a proactive opportunity. Our field engineers who undertake each site visit are not only tasked with undertaking their tests and checks on each device - but as trained multi-skilled engineers, our teams also complete a preventative service check.
Preventative Service Checks
Our preventative service checks firstly looks to identify which items, although functioning, may be looking worn and approaching the need for their removal and repair / refurbish. In some cases, our teams will swap out these items utilising their boot stock. We do this to minimalise the need for additional site visits, potential for failure further down the line, to reduce your operating costs and ensure the machine remains functional.
In addition, our teams also check the surrounding area to ensure the correct branding is applied and remains in good condition. Recording each visit and uploading all before and after photos through our online database, our engineers are often the eyes on the ground for our retail customers, allowing them to record and share with you a better 'birds-eye' view of your estate, both in condition and branding.
Service Level Agreements
Cennox works with a wide variety of nationwide organisations, each with differing needs and service level expectations. Our approach to the maintenance of your hardware is not designed around our working methods, but built firstly around your organisation's requirements. Where locations require a rapid time limited response and others where the logistics of their location may be the challenge, our teams can set in place an SLA program which ensures your satisfaction.
Nationwide Maintenance Engineers
Cennox have hundreds of engineers located across the United Kingdom and Ireland. Our network of trained engineers are supported by our Service Desk. Our engineers are deployed to site through a technology-based tracking and monitoring platform, to ensure the most time efficient allocation of roles. Managing large project roll-outs and machine upgrades, our in-house teams excel at delivering the complete end-to-end service for our customers.
Over the past year, the Cennox estate in the UK has more than doubled. We have consistently delivered our contracted SLA’s through this period of growth, through careful planning and ensuring that we are ‘ahead of the curve’ by selective recruiting and comprehensive training. Additional coaching of new staff maintains our high standards reflected in our Green Score Card results.
In house Capabilities