shop maintenance solution

The Challenge

Greggs' identified that in today’s fiercely competitive market, a scalable facilities service management operation is a vital backbone for all food service chains. 

At Greggs, serving millions of customers each week depends on their service operations team maintaining their equipment and premises to optimum condition; from fridges and freezers, hot food units and coffee machines, to the speedy repair of shop fittings; from door handles to light fittings.

Inefficiencies impact margins, increase costs and create a negative customer experience. Equipment breakdown, such as a hot food unit or coffee machine with a fault, needs to be fixed as fast as possible to avoid lost sales, customer frustration and potentially money in a competitor’s pocket. 

They also recognised that by innovating and introducing new technology in facilities service management, the productivity improvements and cost-savings gained will offset rising and less controllable costs in other areas of the business. Processes can be streamlined, operational efficiency optimised, touchpoints minimised, and administration reduced.  Not just across facilities management but in back-office administration, sales order processing and invoicing. 

Why Greggs' chose to partner with Aeromark

We chose Aeromark’s real-time service management platform because, as well as its comprehensive core function set, it is exceptionally configurable both to our current and future needs.  The platform can be customised to how we want to operate, rather than limit our performance or processes to fit the constraints of a vendor’s system. 

It was essential for us to have real-time visibility and control of our Shop Maintenance operation for planned and preventative maintenance including engineer activity, every asset at every shop, asset history, and the status of jobs, at any point in time.

The scale and growth ambitions of Greggs and our desire to continuously improve efficiency and customer experience meant we also required a future-proof system able to take on more processes over time. 

The Results

Our shop maintenance operations team now has a single centralised platform for asset management, dynamic real -time scheduling of planned maintenance and reactive work, integrated mobile workflows, vehicle tracking and seamless integration with subcontractors. 

This has increased the efficiency of our shop maintenance service supply chain, reduced our subcontractor costs and enabled us to use our in-house multi-skilled engineers more effectively. 

As a result, we have driven up productivity by 146% and the number of service or repair jobs our in-house engineers can now do has increased from three, to more than 7 jobs completed daily, by each engineer, on average.  That’s a huge gain in efficiency.