Servest Catering is the UK’s leading independent contract catering company, serving a prestigious client list of major high street retailers, supermarkets, white collar offices, logistics and manufacturing. The company has been serving the business and industry sector since 1990 under the name 7 Day Catering until being acquired by the Servest Multi Service Group, a leading UK facilities solutions provider, in January 2013.
Servest’s Catering Director, Mark Johnson explains: “Whether a location operates Monday to Friday 9 to 5, or round the clock seven days a week, our aim is to provide great food and great service to meet their needs.” Indeed, the Servest ethos is ‘Expect More’ so Mark’s team is dedicated to meeting and exceeding the high standards expected of a top quality contract caterer.
To support their superb workplace canteen services and provide sustenance to staff in remote sites or outside opening hours, Servest Catering also provides a range of vending machines to serve bean-to-cup coffee, cold drinks, soup, confectionery and food.
“As a contract catering company, food service is our priority, however vending is responsible for generating 20% of our revenue, so it is really important to our business.”
So how does a company like Servest, with its reputation for excellence, deliver a quality vending service?
“We train our catering staff to fix the simple problems, such as a coin getting stuck in a slot, but if bigger things go wrong it is imperative that we have access to specialist support of the highest calibre.” Luckily that is exactly what they have found with Scobie McIntosh.
Scobie McIntosh is a leading national service provider for the maintenance of commercial vending equipment and has provided vending support to the company for several years.
“Originally we had our own in-house engineers,” Mark continues, “but, as our company grew, our call outs were getting further afield and we recognised that to deliver the level of service our customers expect we needed another solution. We were looking for a supplier who held spare parts, could fix a high proportion of problems on the first call and could offer good value for money.” So they put the vending support out to a competitive bid.
Scobie McIntosh competed with three other suppliers to win the business. The Surrey-based company is AVA
quality assured, has, ISO9001 service standard, is SAFE Contractor Approved, and is a City & Guilds Barista Training Centre. With over 100 engineers, and operating centres in the North and South of the UK, the company offers full national coverage and an impressive first time fix rate of 95%.
Pat Gibney, Scobie McIntosh National Accounts Manager sums it up: “With a company like Servest, providing an essential service, day-in, day-out, responsiveness is the key. Our call out time averages under 6 hours and the problem almost always gets fixed first time. This success is probably down to the fact that our fully trained engineers have an average of 17 years service making them expert problem solvers.”
Mark describes the consistency of their response as ‘…exemplary. It is not a matter of just going over and above occasionally. Scobie McIntosh get it right all the time, every day.” It seems most Scobie McIntosh customers agree. An incredible 97%* rated them as excellent to satisfactory in a recent customer satisfaction survey.
With 7 Day Catering becoming part of the Servest Multi Service Group, there is plenty of opportunity for future growth. The Scobie McIntosh service contract is open-ended and Mark is looking forward to developing the business with Pat’s team in his corner.
“We know we can trust Scobie McIntosh, which is so important given that vending represents a fifth
of our business,” he says. “Other suppliers keep knocking on the door but, to be honest,
no one can offer anything better. They are totally dependable and you can’t ask for more than that.”
• 95% first time fix
• Scobie McIntosh Average Response time is under 6 hours
• AVA quality assured
• ISO9001 service standard
• Full national coverage
• Engineers all fully trained Scobie McIntosh employees
• 97% customer satisfaction*
* Customer satisfaction survey Dec 2013 97% of customers rated Scobie McIntosh excellent to Satisfactory