Large UK Retailer

Client: Large UK Retailer
Type of works: provision of a Pims Pumps ServiceCare Contract.

The client's requirement was to service all their sewage and drainage pump stations at main stores around the country. Over 400 stores located all over the UK were to be covered with a service agreement which details the following:

  • a cost effective preventative maintenance programme shall be implemented
  • emergency callouts shall be subject to a maximum response of 4 hours to fix
  • at least 90% of emergency callouts need to be serviced inside the maximum response time as a KPI
  • the supplier must have 24/7 coverage and have their own call centre.

  • Pims (Services) Ltd successfully secured this account using a ServiceCare contract as follows:

  • each pump station shall be subject to annual preventative maintenance visits
  • any store can report emergency callouts direct into Pims own 24/7 customer support centre
  • Pims fully-trained and UK-based service teams deliver within agreed performance levels.

  • This contract was very beneficial to this particular customer as there is one specialist service provider with a single point of contact for the client. Uniform response rates under service level agreement (SLA).

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