Page 34 - Gi flipbook March 2018

IGEM NEWS | Industrial Affiliates

Wales & West Utilities colleagues

share customer service best practice

MORE THAN 70 Wales & challenges facing customer-
West Utilities colleagues focussed businesses, what
came together for a special the customer of the future
event to learn first-hand looks like and the
and share their personal challenges and
experiences of best practice opportunities they present.
in customer service. Mark Oliver, Wales &
The event, held at West Utilities Director of
Cardiff’s Arms Park, was led Business Services, said:
by Wales & West Utilities “This event was a great
Chief Executive Graham opportunity for colleagues
Edwards and Institute of from right across our
Customer Service (ICS) network, from Wrexham to
Chief Executive Jo Causon, Redruth, to come together
who both took time to to discuss examples of
discuss how companies are excellent customer service
rising to the challenge of in our business, while
meeting the growing discussing how we rise to Jo Causon from the
expectations of customers. meet the customer service Institute of Customer
The event involved key challenges of the future. Service
colleagues from Wales & We put our customers first
West Utilities operational – and their needs at the customers has never been Last year, Wales & West
and back office support core of our business. We more important. Utilities was awarded a
teams from across Wales are always working to Encouragingly, what was ServiceMark with distinction
and the south west of improve the customer clear in the conference was by the ICS after receiving an
England. experience – be that an that where organisations overall customer satisfaction
Wales & West Utilities, internal or external focus on understanding score of 90.4, considerably
which was last year customer – and as their employees better, higher than the utility sector
reaccredited by the ICS businesses we can all learn where they encourage benchmark of 73.3 and the
with its ServiceMark, led from each other.” employee innovation, all-sector benchmark score
discussions around the shift Jo Causon, ICS Chief develop skills and recognise of 77.4. The ServiceMark is
in customer expectations Executive, said: “In an a job well done, we will see granted for the next three
and how these have increasingly complex better engagement and, years and is the ICS’s most
impacted business. He also environment, understanding with it, better business thorough and meticulous
addressed the biggest the priorities and needs of performance.” accreditation. ■

Projen acquired by PM Group

IRISH ENGINEERING firm services to the profit. That compared to Gas, Tarmac and Syngenta,”
PM Group has acquired petrochemical, advanced turnover of almost £5.6 he added.
UK-based Projen for an manufacturing and energy million in 2015 and an “PM Group’s strategy is
undisclosed amount. sectors. Its clients work in operating loss of £363,000. to continue to grow
Projen was a subsidiary sectors such as PM Group Chief Executive internationally, following a
of stock market-listed pharmaceuticals and Dave Murphy said that the year which saw the
outsourcing giant Capita, bioenergy. acquisition of Projen gives opening of an expanded
employing about 100 Its acquisition by PM the Irish group “additional office in Boston and the
people. Group brings the Irish and complementary provision of increased
Capita bought Projen in company’s headcount to expertise” across more service offerings in
2014 for an initial £7.7 more than 2,200 people, sectors in the UK market. Singapore and China,” said
million and potential with 300 of those now “It provides further Mr Murphy.
additional consideration of based in the UK. opportunities to work with PM Group generated
up to £2.8 million. In 2016, Projen generated world-leading blue-chip revenue of €336 million in
Projen is involved in turnover of £10.3 million clients such as BP, Total, 2016 and a €10.6 million
providing engineering and a £224,000 operating National Grid, Essar Oil & operating profit. ■

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