The Customer Service division of warehouse automation provider, KNAPP UK Ltd, is celebrating the renewal of its resident maintenance agreement for British Gas plc. The contract period is no less than seven years – the longest to date for KNAPP – and underlines the trust that British Gas places in the resident service team.
The contract – which includes spare parts management, hotline support and IT services – will run until December 2020. "This is a major coup for us," commented Ebb Kretschmer, Customer Service Director for KNAPP UK, "and represents a milestone in our business. It reflects the commitment of our service personnel and the high quality of the ongoing partnerships that we develop with our clients. It also paves the way for a new type of contract for large and complex automation systems such as this one, providing a platform for intelligent and differentiated maintenance."
KNAPP has had a service team – currently comprising 14 technicians – stationed at the British Gas National Distribution Centre (NDC) in Leicester since it first installed automated handling systems there back in 2006. The NDC supplies some 8000 British Gas engineers nationwide with spare parts for gas and electrical appliances, as well as tools required for servicing gas, water and heating installations. Explains Roy Cheevers, Site Manager for KNAPP at the British Gas NDC, "Our team not only responds quickly and effectively to any problems but also works proactively and dynamically with British Gas staff, participating in operational processes and meetings. The collaboration is very close," continues Roy Cheevers, "and is based on predictive maintenance techniques and a philosophy of continuous improvement."
KNAPP operates four other resident customer service contracts in the UK for clients John Lewis, Boots, Clarks and The Co-operative Pharmacy.
KNAPP UK Ltd
Tel: 01844 202149