Customer experience comes first
Our Platinum Service Centre team deliver a professional, responsive and caring service across
the Healthcare sector, operating across a number of contracts applying flexibility and
resilience as the following case study demonstrates.
Sector: Life Sciences, Health & Pharma
Location: 26 locations across the UK
Building Use: Hospital, Surgical, Call Centres, Commercial offices
Services provided by Platinum
We operate a 24/7/365 service, reacting to deliver high service levels in a healthcare setting,
demonstrating an understanding of the issues and the nuance of FM in a hospital and
emergency call centre environments.
- The service covers:
- CAFM system provision and managed software to track, plan assign, and report work orders to directly employed in-house engineering team across PPM, reactive and quoted tasks
- Helpdesk call response to answer, process, and assign service requests for reactive and quoted work across the estate
- Bureau service, responsible for the scheduling of PPM tasks to the client employed engineers, with Technical Service Management and audit responsibility
- Subcontractor specialists aligned across all locations, under Platinum management to best support all compliance, PPM and reactive needs
The model covers both primary and secondary healthcare settings, and is designed to achieve:
- Full utilisation of in-house engineers
- Smooth technical triage process, avoiding unnecessary repeat subcon visits
- Long term commercials gains, avoiding repeat breakdown through quoted upgrades
The experience is enhanced through professional behaviours, ethical procurement and innovative system technologies.
Collaboratively working with our clients, their skilled people and our talented specialist suppliers we are utilising expertise and industry best practice, working closer together to ensure positive relationship outcomes, along with the best possible customer experience.