Engineering Services

Engineering Services Reliability

Engineering Services Reliability

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One of the primary aims for the business is to never give any customer a reason to go elsewhere for cleaning chemicals. Efficient, professional and reliable engineering support is one of the main reasons our customers and distributors have such faith in the company.

We have worked tirelessly over the years to build a reliable and competent engineering capability which can handle any type or size of cleaning chemical contract. We see this as our duty – if the dosing equipment is not working, then our chemicals cannot be used, it’s a simple premise.

Our head office team is trained to offer initial over the phone/e-mail problem solving advice with the aim of rectifying common problems as quickly as possible avoiding the need to activate an engineering call:

  • Assistance in how to prime the dosing units
  • Help to identify whether the dosing unit is switched on to activate the pumps
  • Check the integrity of the detergent and rinse tubing
  • Ensuring there is sufficient chemical in the containers

The team at Head Office build up relationships with customers over the phone, ensuring the continuity of service, and as everything is logged within our CRM system, someone is always available to answer calls or queries.

We promote, provide and maintain the use of manual and electronic controlled dilution systems wherever possible to control consumption and costs of core high volume products. Our relationship with long-standing equipment suppliers is second to none. This is, backed up by a team of dedicated field technicians and customer service representatives, who install service and maintain our manual and electronic chemical dosing stations.

We regularly conduct titration tests of the wash tank solution to ensure the correct dose levels are being maintained and temperature tests so that clients have hygienically clean and dry crockery, cutlery and glassware. The recalibration of units ensures that our equipment runs at the optimum levels ensuring consistent results.

Engineering Capability
We have experience in mobilising all types of multi-site contracts. Our survey, installation and training programme works well and is managed centrally by our head office Engineering Services department. This key department co-ordinates a team of fully trained electrical engineers covering the UK and Ireland. They programme, install and repair sophisticated electronic dosing systems for dishwashers and laundry machines.

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This level of cover now allows us to give a customer guarantee that all breakdowns will be covered within two working days and all new installations completed between 5 to 10 working days (from initial request to completion). Without eating into extra resources from our normal working life, we can process 100 x 50 bed care homes (catering, housekeeping and laundry) in 6 weeks and have installed 4 x manual dosing systems across 500 budget hotels in 4 weeks.

We eliminate the "hassle factor" of changing chemicals supplier by taking ownership of change, and working strictly to customer requirements. We make the change over seamless by removing and boxing up the incumbent’s equipment. In many instances we mobilise during the night to prevent any significant hold ups or dislocation to the customer operation.

Planning & Utilising Resources
In recent years, RP Adam has invested heavily in communications technology, utilising state of the art mobile devices, I-pad reporting in conjunction with advanced Smart Board technology, we are aware of the precise location and journey plan of our engineers and CSRs and can therefore assess how quickly we can respond to urgent call-outs. Smart Board technology allows for better and more efficient planning for service calls and new contract roll out projects.

Our bespoke RP Adam App enables our CSRs and Engineers to report and log work on a “real time” basis, ensuring that our engineering department is aware of the current status of all outstanding work. Within minutes of a report being completed and sent from a customer’s site, our engineering department is alerted to any urgent requests and can respond accordingly.

Eliminating Wasted Time & Improving Efficiency
By utilising a “Phone Text” appointment system, the team will text/e-mail customers a reminder 48 hours before site surveys, training sessions or equipment installations/breakdown repairs take place. We appreciate that our customers are busy, and can’t always ensure that the relevant member of staff will be available during the CSR visit.

This technology also allows us to notify the site of the forth coming visit, allowing the site to make a note of all points that absent staff may want addressed. We have invested heavily in communications technology to try wherever possible to eliminate time wasting, so that our service package is executed and received efficiently.

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Wasted time is wasted money; therefore a prompt, stable, efficient and professional engineering function is absolutely critical to our capability credentials. Whether it be high maintenance in-flight catering operations, or a large commercial laundry or an estate of budget hotels, we apply the same principles - plan properly, and do it right first time, on time and to our customers satisfaction.

In practice, this means that if we receive a report of a breakdown in an area where we already have an engineer in operation, there is a good chance that it can be attended to that same working day.

More to explore

The Company

RP Adam Ltd (Arpal Group) is one of Scotland’s most successful fourth-generation family businesses, with 125 years as manufacturing experience. Founded in 1891 we still remain independently owned, and continues to prosper in the manufacture of cleaning and disinfection products in the business to business sphere.

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International Opportunities

As one of the first UK companies to export hygiene chemicals to the Middle East in the mid-1970s, RP Adam Ltd was a pioneer in exporting and has continued to successfully operate in selected overseas markets ever since....

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Arpal Gulf

The Arpal brand has been visible in the Middle East for over 35 years. Arpal Gulf LLC is a wholly owned subsidiary company of RP Adam Ltd and serves the GCC countries and others in the region. RP Adam’s long term relationship with the Middle East began in 1977....

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