24/7 National Service Desk & Reactive Response
JCW offer rapid response to reactive call-outs
The JCW Service Desk is central to our national maintenance service promise. With the support of our latest Computer Aided Facilities Management (CAFM) software, our highly experienced service desk coordinators ensure that information reaches exactly the right field operatives at the right time and that all works meet our customer’s specific and their high service standards.
Our IT system combines intelligent online tracking, and detailed audited data, along with JCW’s 24/7 UK-based phone support, our qualified managers are fully equip to provide the best proactive, professional client service.
ur Service Desk provide a personalised, non-geographic service; handling telephone calls, portal requests, emails and SMS messages for both our field operatives as well as clients across a range of contract types, nationwide.
JCW will make the necessary arrangements to have your premises running as normal as soon as possible
In addition, contracted clients will receive our bespoke Service Desk support services, and have an open all hours – 24/7 telephone support for their emergency reactive requirements. Perhaps your air conditioning has failed or you have no heating or electricity, just telephone our 24/7 Service Desk number and you can rest assured that JCW Energy Services provides a rapid response.
As a JCW maintenance customer, you'll be given a unique number that identifies you to us before we've even picked up the phone. We can even tailor the greeting and close of the call to your needs or company identity – whatever suits you best. See our ebook on how we work with our main contractors.
Data feeds are instantaneous from our CAFM system, which mean we can measure and report on the success rates of call-outs, priority compliance, accrual information and other statistics such as average answer-and call-handling times.
We avoid complacency at all costs by monitoring and ranking all job histories, noting any new learning and suggestions to help deliver better client-specific service in future projects. See our client testimonial's page here to help in your decision making.
National Reactive Maintenance
Reactive maintenance is an add-on service JCW offer to our PPM clients. We are able to achieve a rapid response for repair services to gas, mechanical and electrical equipment that have broken down unexpectedly. We focus on restoring the equipment back to operating condition, as quick as possible and with the minimum of fuss.
Emergency repairs can be costly so ensuring that your assets are regularly maintained can reduce the risk of breakdowns and therefore reduce overall costs. We are happy to provide preferential rates to our planned maintenance customers, safe in the knowledge that the equipment is being well looked after and we will be fully informed with regard to the assets on site and prepared for any eventuality.
Our emergency response times vary from several priorities; 2, 4 and 24 hours, 3, 5 and 7 working days. All priorities will be set and tailored to suit each client's requirements. Our 130 mobile engineers are directly employed and managed by our 6 offices across the UK, and are strategically located to be no more than 15 miles from any major town or city.