Multi Site Retail Dedicated Services (IMS)

Background
With 702 stores around the UK, our customer dealt with maintenance issues on a daily basis. They needed a provider to analyse their existing situation, make improvements and set up a designated specialist support team – within three months.

Action
It was clear that our customer needed 24/7 support to ensure that their maintenance and compliance were first-rate. Middleton recruited a management team, 18 reactive maintenance technicians, four compliance technicians and a full-time helpdesk.

Results
A very happy customer. Unsurprisingly, as we reduced maintenance spend by over 25% and increased customer satisfaction to over 96%, all within the three month deadline.