IMO (EQUANS)

Gratte Brothers Catering Equipment Limited have had the service & maintenance contract at IMO through Equans Services Limited (previously Engie) for the last decade.

I have looked after the contract for the last seven years whilst working in various positions. Initially I worked in the service department and began building the relationship with the client. Listening to the clients needs and taking responsibility for the smooth running of their contract. I arranged engineer attendance and sent reports to the client, always keeping them informed and updated on the progress of jobs and liaising with our spares department to ensure that any issues with equipment were rectified in a timely manner. Understanding the clients needs and point of view, I soon became the go to person for the on site Equans team. I have built a relationship of trust and honest communication which has gone on to strengthen the connection to Gratte Brothers.

I moved into the contracts team where I continued to look after IMO. I booked in and planned the maintenance visits, ensuring that they were completed on time and all paperwork provided to the client. I liaised with Internal teams to make sure the contract ran smoothly and efficiently. Making sure any problems were turned into solutions with a positive conversation and outcome.

The implementation of new service software systems by Gratte Brothers to ensure we were making the customer experience as stress free as possible was another opportunity to build on our already positive relationship. This ensured we were always at the forefront of technology and putting the customer first. This proved invaluable in looking after the clients needs in the most efficient way.

I was promoted to Senior Contracts Administrator and this meant spending time going to see clients face to face. This reinforced the strong relationship already built with the client and meant they could put a face to the name. This ultimately lead to the client signing a three year service & maintenance contract that reinforced the strong relationship between the client and Gratte Brothers Catering Equipment.

During the Pandemic Gratte Brothers implemented a strong Covid plan to make sure that risk assessments were in place and that our clients were looked after throughout. Keeping them informed of the quickly changing situation and how we were responding to it, staying operational throughout to ensure clients always had our engineering team available if needed.

Now I have moved into the Area Sales Manager Role I have continued building on our relationship, conducting post PPM meetings to check everything ran smoothly and to check that any items that need to be replaced are quoted for correctly. Representing the client to the Internal Team to communicate any queries or issues that have arisen. Keeping Communication and Trust at the forefront of our relationship, I believe it will continue to grow stronger than ever.