Customer Case Study: OSS Managed Services Limited

Customer Case STudy

Three years ago OSS Managed Services Limited was formed. As a new company setting up a supply chain to maintain their customer’s portfolios they were quite discerning in whom they wanted to use. Read on to find out how we began our relationship with OSS and through dedicated Account Management, competitive pricing and in-depth knowledge of the industry we have become an integrated part of the OSS supply chain and they have become one of our largest customers.

Who are OSS?

OSS Managed Services Limited

OSS Managed Services Limited has a distinct company philosophy, simply for themselves, their supply chain and their all-important clients to work in harmony.  It is all about the relationship, something we at JCW work hard at building with all of our customers. OSS provides facilities management solutions, using quality third parties to provide planned and reactive maintenance services to their customer’s property portfolios. They recently won another prestigious client following a rigorous tender process and now look after more than  10 major national contracts, the majority of these being with recognised high street retail brands.

What do they expect?

OSS looks for companies to work with who can provide them with a cost effective service with open communication and easy access to management. Prompt billing and the accuracy of the administration is also a high priority. Knowing that they can depend on their supply chain fully gives them a very competitive edge and of course keeps their customers satisfied.

Taking all of this into account OSS have a rigorous approach to pre-qualification and supply chain selection. Whilst their on-going relationships with suppliers is one of nurturing and openness, they expect a high level of customer service, which is measured through on-going KPI’s. JCW have blended into this supply change seamlessly and are now a prime supplier of Mechanical and Electrical Maintenance Services to OSS.

How do JCW fit their model?

JCW have history dating back to 1903 and vast experience in the retail sector. With nearly 200 staff across the country with relevant qualifications, experience and accreditations we were a perfect match for OSS. Our relationship has had its up and downs, every main contractor we work with have their own bespoke way of providing a service.  We have learnt along the way how OSS needed to work to fulfil their obligation to their own customers. Testament to OSS’s belief in nurturing business relationships for continuity and longevity, we survived the test of time and have built a strong relationship, not only from the day to day working aspect but also in our involvement and support of tender processes and business development.

Our Operations Director, Richard Weller added:

JCW are proud to secure another contract with OSS and look forward to delivering a collaborative solution to another major retailer.  We focus on building relationships with our customers and this award is testament to the relationship that we have nurtured with OSS.”

We recently spoke to Nick Hutchinson, Managing Director of OSS who also added this:

“As we operate a pure and independent management model, aligning ourselves with competent and effective suppliers is key to our success at site level. JCW’s workload has steadily grown with our business and in line with the successful fulfilment of their KPI’s, and their obvious commitment to delivering a quality all-round service. We prefer to work with companies where we have direct access to decision makers and key personnel, and this is certainly the case with JCW.”

To the future...

So, three years down the line our relationship with OSS has gone from strength to strength and they are now one of our largest customers. If you would like to become one of our next largest customers, let’s start our relationship now, please get in touch to discuss your own requirements and how we can tailor make a solution for you.

You may also be interested in reading our latest eBook ‘Building Lasting Relationships with Main Contractors’, download your free copy by clicking here.