Commercial Support

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Our Aims and Goals• We are built on an “expect more” ethos, providing innovative

solutions of a consistently high standard;

• We aim to deliver a single or an integrated service solution, and continually strive to improve our services;

• “We aim to make your life easier by providing you with one service solution, one team and one point of contact.”

• As a team, our managers intends to provide us with more training opportunities to make us comfortable with the work they are doing and expand on their key skills.

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We manage a comprehensive range of essential services for our clients

including:-• Stationary, Business Card and Ad Hoc Requests

• Travel and Accommodation

• Uniform Orders for New Starters

• Procurement and Acquisition of Goods

• Machine Hire and Repairs

• Vehicle Hire and Leasing

• Chemical and Mobilisation Orders

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The Servest HubBy accessing the Servest Hub, the Commercial team are able to log email requests as “tickets,” as well as accessing documents and facilities on the web.

Hub Tickets provide us with all the important and relevant information that our clients have emailed through to the helpdesk, such as travel info, stationary required, Bunzl codes, and so on.

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Tickets Closed (April – June 2015)

Contra

ctor

Aaron

Grim

wood

Chant

el M

cCam

ley

Mel T

hom

pson

Kelly

Bloom

field

Jam

ie Fow

ler

Sam

Par

ish

Nigel K

anye

mba

0

100

200

300

400

500

600

700

800

900

Apr-15 May-15 Jun-15

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Tickets Closed (By Category) – May 2015

UPS

Vehicl

es

Equipm

ent H

ire

PO R

eque

sts

Printe

d Mat

erials

Vaccu

um O

rder

s

Bunzl

Order

s

Trav

el (fl

ight

s, tra

ins,

ferries)

Stat

iona

ry

Unifo

rm

Hotels

0

50

100

150

200

250

300

350

May-15

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Tickets Closed (Commercial Support / Customer Services)

Apr-15 May-15 Jun-150%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Commercial Support Customer Service

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Servest have been using the Hub for 3-4 years, but has now been proven to be an outdated system for the volume of work we complete.

XThe hub is a very manual system, taking intervention from the individuals to process the work, create chasers and update tickets.

XAs well as dealing with their own work, Commercial Support have to raise all unprocessed tickets which can often take hours to complete. The average amount of tickets raised by an individual is roughly 150-25o a month, but can sometimes increase to over 400.

XWe have to add any new users out in the field to the helpdesk as the Hub does not add them automatically.

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Zen Desk• By the end of July 2015, we will be moving from the Helpdesk to

a brand new system known as the “Zen Desk.”

• Unlike the Hub, the Zen Desk gives you a breakdown of the different job types to help us work where our priorities lie in resolving the queries. This can also be filtered at the top of the screen to quickly identify key information.

• The dashboard view shows everything that the team has going on during the day/week. This can be changed to reflect the tickets for your own personal use as well. Along the left side of the screen, the latest updates for the tickets can be seen, e.g. on hold with a third party, waiting for the requester to respond and so on.

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Zen DeskWill remove the need for unprocessed as it can apply rules to the

words in the email which will then, in turn, set the email up as a ticket for that category;

Will send out automatic reminders both internally and externally;

We can add “tags” and “macro’s” to tickets received in the Zen desk;

Huge increase in MI and statistical information compared to the Hub;

Greater time savings on requests;

Quicker turn around for our customers / decrease in work load with unprocessed

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Stationary• In April 2015, Servest went live with a new stationary

supplier known as Officeteam.

• Their portfolio has expanded to reflect the needs of Servest, reducing the money and time the business spends procuring office products and services.

• Across the UK, 1.5million deliveries are made every year with a 95% order fulfilment rate.

• Roughly 172 stationary requests were fulfilled in June 2015.

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Stationary Orders

17%

2%

50%

17%

4%

7%2%

Stationary (Servest) May 2015

Croxley Green Leeds Vicon HouseHead Office London Babcock (Bovington)Babcock (Warminster)

Servest Site Total

Croxley Green £725.28

Leeds £97.27

Vicon House £2,126.99

Head Office £746.90

London £178.64

Babcock (Bovington) £295.34

Babcock (Warminster)

£105.54

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Post Office Orders

Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-150

200

400

600

800

1000

1200

1400

1600

1800

Officeteam Wildhearts

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Travel and AccommodationLast year, many of our booking arrangements were done by our reception team using the company credit cards. Before the end of Christmas 2014, Servest went live with a new management company called “Capita Travel and Events.”

• Capita is the fourth largest travel and events management company in the UK with over 40 years industry experience.

• With Capita, we have many more options to provide a quicker and better service for our customers.

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This is one of our busiest roles in Commercial Support – in the month of May, we booked almost 600 nights in

hotels and 38 flights.

Apr-15 May-150

100

200

300

400

500

600

700

Capita Executive Summary

Nights Booked Train Tickets Flight Tickets

61%18%

7%

4%3%

8%

Booking Lead Time (Year to Date)

0-2 Days 3-5 Days 6-7 Days8-10 Days 11-13 Days 14+ Days

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Flights

Booker Name

Total No. of Tickets

GBP Spend

Aaron Grimwood

123 £17,467

Kelly Bloomfield

27 £5,615

Nigel Kanyemba

2 £261

26%

26%23%

11%

7%

7%

Booking Lead Time - Year to Date

0-2 Days 3-5 Days 6-7 Days8-10 Days 11-14 Days 14+ Days

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18January February March April May

£0

£10,000

£20,000

£30,000

£40,000

£50,000

£60,000

2015 Total Spend

Hotels Trains Flights

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Uniform• Ordering through our Uniform supplier, RK Styles, is very

simple as there are set templates for all sites. However, we cannot amend the agreed templates after the mobilisation has been agreed upon.

• Assign the site codes for uniform orders, so that they get charged correctly (similar to focal point)

ISSUES

XNew sites are often missing from the templates

XFigures difficult to pinpoint as the amount of requests for new starters fluctuates every month (due to new mobilisations, Christmas breaks, etc.)

XLack of detail in request (e.g. sizes, delivery addresses, etc.), so a lot of back and forth

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Uniform

Apr-15 May-15 Jun-150

20

40

60

80

100

120

140

160

180

Requests Completed in 2015

Mel Thompson Nigel Kanyemba

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Assets• Each machine is allocated to each individual site and

planting machinery all comes under their own lists for Servest (SFS, Leeds, London, etc.)

• Anything mains driven has a massive health and safety risk, so they need to be PAT tested yearly.

• If we buy a piece of equipment, the depreciation of its original cost should be included as an expense on the monthly operating statement.

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AssetsIn addition to this, the Servest assets include:

Furniture and fittings

Land and Buildings (all properties are rented)

Office Equipment (computers, printers, etc.)

Phones (mobiles)

Software

Vehicles

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Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15£0.00

£20,000.00

£40,000.00

£60,000.00

£80,000.00

£100,000.00

£120,000.00

£140,000.00

Head Office Equipment 2015

Furniture & Fittings Land & Buildings Office EquipmentPhones Software Vehicles

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I hope you enjoyed this presentation.

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