Customer-centric approach to supporting Facilities Management
17/09/2010
Trevor Porter, co-founder of Inten, talks to FMJ about the company’s flexible customer-centric approach, which has allowed the company to deliver efficent, tailored solutions and win a number of significant contracts.
Inten is a rapidly expanding nationwide company, providing a comprehensive range of facilities maintenance solutions. Headed by company founders, Trevor Porter and Glenn Thompson, Inten is a forward thinking company, providing bespoke, cost effective solutions and a real commitment to customer service.
Starting out primarily as a drainage company, Inten have expanded their range of services to accommodate client demands for a single service provider. As a result, in addition to providing a comprehensive range of drainage services, Inten also offers:
- Planned Preventative Maintenance
- Retail Park Maintenance
- Pest Control
- Mechanical and Electrical Services
- Road Markings
- Air Conditioning
Trevor Porter, director, explains, “We pride ourselves on our ability to carefully tailor our services to client requirements, understanding the needs and budgets of the project, and implementing the most effective solutions.”
Inten are a nationwide facilities maintenance contractor, providing services to organisations in both the public and private sector across the UK. Customers include NB Real Estates, Workman LLP, Tesco, Axa and various councils nationwide.
Recent successes include winning significant contracts as the national sole drainage contractor for GSH Group, and securing a preventative planned maintenance contract with Savills, covering 120 sites nationwide. These wins are testament to Inten’s commitment to providing a flexible intelligent approach to customer needs, and bolster the company’s proven track record of successfully delivering a range of high quality, cost effective planned and reactive services to their clients.
The company philosophy is to provide an ‘unparalleled focus on customer service and excellence’. They achieve this through taking the time to understand their clients’ business requirements and formulating bespoke solutions. “This enables our customers to concentrate on their core business and rely on us to provide a support system they can depend on,” adds Porter.
To deliver their services effectively, Inten have a team of dedicated engineers, who have been carefully selected and professionally trained to the latest industry standards.
Each service has a highly experienced, dedicated project manager who is responsible for ensuring that all works carried out meet the high quality standards we demand. Inten have a fleet of over 60 fully equipped vehicles operating nationwide, all with the latest tracking systems making the operation team very efficient in organisation of the engineers and allowing us to achieve KPI’s in excess of 92%,” explains Porter.
To maintain these high standards, all contracts are delivered within the processes defined by the company’s ISO 9001 accredited quality management system. Also with strong environmental values, Inten will achieve ISO14001 by October 2010. This is supported by an array of health, safety and environmental accreditations, which demonstrate Inten’s commitment to ensuring projects are delivered effectively to internationally recognised standards.
The company has invested heavily in contract management software capable of logging client jobs within ten seconds, and is looking to further develop the system to offer clients access to see real-time updates of project progress. Clients are provided with a 24/7 emergency number, permanently manned to ensure the right information and technical advice can be given day and night.
It is this level of customer focus that has enabled Inten to flourish. “There are too many large companies that have lost sight of customer service. We sit in an area where we are big enough to cope with client demands, but small enough to care,” says Porter.
“We pride ourselves on our ability to carefully tailor our services to client requirements, understanding the needs and budgets of the project, and implementing the most effective solutions.”
For further information:
tel. 0800 1692857
email. enquiries@inten.co.uk
or visit www.inten.co.uk
