12 Month Overview From SS Systems Managing Director Bill Pharaoh
Trying to keep an overview into five minutes will be a challenge, but I shall try my best to do so. We have had many successes throughout the year, but I wanted to just highlight a couple of changes that have had a positive impact on the business and express my commitment that we will continue to improve. Any feedback is gratefully received. View the video at https://youtu.be/E1DTMJDJv-Q
SS Systems have changed the dynamic of the engineering workforce and we’re moving more towards multi-disciplined engineers. Our recruitment strategy remains strong that we are looking for engineers in the right location who can deliver multidiscipline service and installation expertise. We are looking to upskill our existing engineers with lots of training.
That has been a huge investment for us throughout the year. We have had training programs running every week so far for different technologies and platforms to improve our service delivery and make sure we’re able to deal with the diversity of the technology out there. We have also been upskilling other people internally. So we are putting investment into our design team who support both commercial and operations and other people in the business.
There have been significant changes to our management structure. We have now got different roles and responsibilities and clear dynamics. Everybody knows what they are doing. And we have been able to promote three team managers to support the management team as part of their career progression. We would like to promote and continue to develop from within. We see ourselves as a family business striving for service excellence. We believe that we should invest in our people to make sure that we are doing the best job we can and the customer benefits ultimately.
A number of changes from an IT point of view are the changing from an older system to a new IT platform called Uptick and we are working alongside the supplier with their research and development. Giving lots of feedback and trying to develop it and turn it into a super platform and it is well on its journey to that.
Uptick allows SS Systems to be more open and transparent. It also allows us to manage our engineering workforce to make us more strategic and efficient with our structure. It also allows us with the new portal that is available to you all. If you want to obtain access, please contact us. It means you will be able to contact us through the portal and obtain information saved against your name for your systems rather than just rely on a telephone or an email or waiting for someone to respond which inevitably we will try and do.
We see the portal as a step forward and also another great benefit for us to add to our service delivery for our customers is Nimbus Go. All our engineers have Nimbus Go, which allows them to undertake maintenance on fire alarm systems to provide detailed asset lists of what has been completed under the service.
We can actually be specific and tell you exactly what we’ve done while we’ve been on site providing greater transparency and information to help you manage your systems under our support.
Other things that we have done to improve is increase our FaceTime fixes. We have also increased our telephone fixes and aligned this with our environmental policy reducing our requirement for an engineer to attend and we can support the customer with their system over telephone. One of the great positives for us for the year is we have managed to increase our PPM (Planned Preventive Maintenance) deliverables to over 90%. This is a huge achievement for us with the changes that we have undertaken.
There will be more changes next year. Again, all striving for the same purpose to offer the best service we can to our customers. If there are other things that you would like to talk to us about or just seek advice from us as a business or as individuals, please ask and we will endeavour to try and support you in the best way we can. I would like to finish by saying thank you very much for your continued support as a customer and hopefully many more new customers will join and we will be able to offer the same level of service.
Thank you.
Bill Pharaoh
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