Cameron Forecourt has always prided itself on the quality of its service contracts but in order that it maintains its focus on continuous improvement it has taken the opportunity to review the whole process of delivering service contract cover to its customers.
Managing Director; Barry Jenner, explains,
“My background and training was in aeronautics, where service and maintenance is of critical importance,” he continues, “whilst poorly maintained fuelling equipment might not present the same safety risk that is does to an aircraft, there’s no doubt that faulty equipment can be inconvenient and costly to an operator.”
Cameron Forecourt provides many service products, from an ad-hoc site attendance call to deal with a fault through preventive maintenance only contracts to fully comprehensive service contracts. Cameron Forecourt’s contracts can also include activities such as electrical testing, tank and pipework tightness testing, equipment calibration and drainage & interceptor cleaning to name a few.
Cameron Forecourt has traditionally delivered preventive maintenance services with many of its service contract packages. This approach ensures that the engineers get the opportunity to inspect equipment at least once during the year regardless of whether the equipment has become faulty. Northern Service Manager; Stuart Ward, explains,
“We regularly find and repair small faults in equipment during routine inspections that would’ve otherwise resulted in downtime or even a leak.”
Cameron Forecourt recognises that a personal touch is important and consequently does not routinely sub-contract its service works. Sales Director; Martyn Gent, explains,
“we have received a number of comments from potential clients that they struggle when service providers sub-contract their service works, we hear stories about lack of continuity between engineering visits and differing approaches to health and safety.” Spenser Brinkley; Southern Service Manager, points out, “the engineers go to some effort to establish a relationship with their clients. We are never put under pressure to speed through our workload, if a site needs attention then it gets attention.”
The company is proud of its proven track record in supporting older legacy equipment. It is recognised that some operators either can’t afford to replace older equipment or find that replacements are uneconomic. Technical Services Manager; Mike Hobson, explains,
“we’ve become quite adept at repairing older equipment that has long since been retired by the manufacturer. Our Electronics and Mechanical Workshops are able to repair many older parts that are no longer available elsewhere.”
Martyn Roper; Services Manager, points out that,
“even when an item of equipment is difficult to maintain we will still work with the customer, we can’t always promise a fix but we will try when others just reject the equipment as uneconomical to repair.”
Cameron Forecourt does not just support legacy equipment though; its trained service engineers are able to look after most modern commercial and retail fuel systems. Barry Jenner explains
“All new equipment installations include a 12-month warranty presented as a fully inclusive service contract; including a preventive maintenance visit. We consider this to be important to ensure that all equipment reaches its first anniversary in perfect operational condition.”
But what happens after the warranty?
Service Contract Sales Co-ordinator Karen Walmsley, explains
“At the anniversary of the installation we send the client an invitation to take up a service contract.” Karen continues, “we recognise that in early years equipment is more reliable and less likely to require site attendance, we therefore give discounts on our fully comprehensive service contract rates during the first three years of cover.”
Cameron Forecourt recognises the need to keep up with industry changes, Karen Walmsley explains,
“we have been in discussion with several clients to find out exactly what they want from a service contract and have received feedback that suggests that many clients now treat maintenance as a higher priority matter than they traditionally did. This understanding has led to a review of our existing service products and given us the chance to build on our existing professionalism to deliver an improved structure to our services.”
Martyn Roper continues,
“our basic site works remain the same; the engineers already follow very clear instructions. The changes really relate to the way that our services are catalogued and presented to the client. We have also reviewed the internal operations of the department to ensure that the client’s needs are better understood and handled.”
Karen Walmsley points out that
“as maintenance has become more important to our clients we have found quite significant differences between client requirements. These internal changes will help us to tailor our services to meet our client needs, particularly in the way that our contracts will now be menu driven.”
Lynne Mcloughlin; Service Desk Supervisor, explains,
“Service is not just an add on at Cameron Forecourt, it is an essential product. Our service engineers are all dedicated to providing service works and do not routinely dual task with our Installation Department.”
Referring to the technical support telephone service that is included with all comprehensive contracts, Lynne explains,
“calls that might benefit from a technical support phone call are immediately passed to Technical Services, where they can be handled quickly and efficiently. Other faults are prioritised and sent to the appropriate service engineer electronically.”
Martyn Roper concludes,
“the process works very well and has been enhanced by the introduction of the changes that we’ve made this year. We expect that our contract clients will quickly feel the benefits and as their contracts are renewed will experience the changes to our model first hand.”
But don’t just take our word for it!