Mark Bresnihan, CEO of ICE, reports.
In today's rapidly evolving market, businesses must be agile and adaptable in order to thrive. At ICE, we have always prided ourselves on being different and staying ahead of the game, which has resulted in a significant transformation in the past year. Based on the needs and demands of the market, we’ve pivoted our strategy and invested heavily in our future, ensuring sustainable growth and enhanced customer experience.
Operating Board and Leadership Team
The cornerstone of this transformation has been a complete overhaul of the Operating Board and Senior Leadership team. These strategic appointments reflect a commitment to building a robust foundation for future retention and growth. By bringing in fresh perspectives and expertise, we are positioning ourselves for long-term success.
Service Delivery Enhancements
Recognising that exceptional service delivery is paramount, we have implemented a new Service Delivery strategy, which centres on driving quality, efficiency, and a superior customer experience. The emphasis is on proactive solutions and streamlined processes to ensure customer satisfaction at every touchpoint.
By analysing call-out patterns and identifying hotspots, we have been able to strategically allocate engineer resources to areas with the highest demand. This ensures that customers receive prompt and effective service, minimising downtime and maximising productivity.
Recognising the importance of preventative maintenance in prolonging equipment lifespan and reducing unexpected breakdowns, we have implemented a dedicated Technical Services Team who will focus purely on Pre Planned Maintenance (PPM), PA Testing, machine modifications, upgrades, and other proactive measures. By focusing on prevention, we aim to minimise costly repairs and disruptions to customer operations.
To ensure that our engineers are equipped with the skills and knowledge to effectively diagnose and repair equipment, we have introduced dedicated training resource. We have invested in a new fleet of machines purely to be used for training purposes, and a training facility at our Peterborough Hub, where engineers can receive comprehensive training in a controlled environment. This includes in-depth instruction on the latest equipment technologies and troubleshooting techniques.
The revamped service delivery team is supported by highly experienced Helpdesk and Compliance Administration teams. These teams provide essential support functions, including customer service, logging breakdowns, scheduling engineer visits, technical assistance, and compliance management. By working in conjunction with the Field Service teams, they contribute to the overall efficiency and effectiveness of the service delivery process.
Next Generation Products
Innovation is at the heart of everything we do, as evidenced by our strapline ‘Service Through Innovation’. And 2025 is the year we are taking things to the next level, particularly in the area of product development.
ICE has been at the forefront of technological innovation, being the first to introduce video support call functionality to the market back in 2016 with ICE Smartcall. This service enables onsite operatives to directly connect via video call to our Technical Smartcall team, who can diagnose and fix simple equipment faults during the call without the need to send an engineer to site. This has been a huge success as it reduces unproductive engineer visits and vehicle emissions and maximises uptime for our customers. We are continuing to build on this success with exciting new features that focus on environmental, social, and governance (ESG) factors and artificial intelligence (AI). The introduction of ICE Smartcall Assist is a game-changer for remote support. This intelligent tool integrates a live language interpreter, a carbon calculator, and an AI generator, enabling faster call resolution and enhanced customer support. This technology not only improves responsiveness but also demonstrates a commitment to sustainability as it enables us to calculate the amount of carbon saved through resolving breakdowns remotely without sending an engineer to site.
Our new Vertical Cleaning Solutions focuses on high-efficiency and productivity equipment. ICE Activ8 V delivers maximum productivity and quality results whilst the operator is enjoying the world’s most dynamic cleaning system. The lightweight effortless motion increases productivity by up to 70%, improves posture and fatigue, plus gives total freedom of movement as it is cable free.
And the ICE Activ8 S delivers all the same benefits, plus it is a multi-dimensional cleaning system for floors, glass, low-profile spaces, table-tops, edges, with the added benefit of saving 80% of water and cleaning solution usage.
The most significant development, however, is ICE Co-Botics Next Gen, a groundbreaking and landmark offering set to disrupt the robotic floor cleaning market. This unrivalled range of comprehensive indoor and outdoor autonomous cleaning solutions, exclusively available through ICE, is set to redefine the UK market.
Focused Investment, Customer Retention and Development
Recognising that internal infrastructure is crucial for external success, we have invested heavily in H&S/ESG, Sales and Account Management, back office, and front-line customer service teams. This comprehensive investment ensures that every aspect of the business is aligned with our transformative goals.
Despite the significant changes, we have successfully retained key existing customers, a testament to the effectiveness of our new strategies and commitment to customer satisfaction. Additionally, we are actively pursuing development and growth into new market sectors and customers, expanding our reach and impact.
This comprehensive transformation demonstrates a clear understanding of the need to adapt and innovate in a dynamic marketplace. By prioritising customer experience, investing in technology, and building a strong leadership team, ICE is not just reacting to change, but actively shaping our future. We are setting a new standard for excellence, demonstrating that strategic transformation, coupled with a focus on innovation and customer satisfaction, is the key to sustainable success.
https://ice-clean.com/