In the dynamic landscape of commercial kitchen service, the challenge of maintaining equipment efficiency is paramount. Unlimited Service Group (USG) is making significant strides by revolutionizing the way commercial kitchens manage their equipment maintenance. Kristin Nowak, the president of Field Service at USG, articulates the company’s commitment to improving customer service and operational efficiency through innovative digital solutions.

A few years past, USG faced an obstacle that called for strategic rethink. Despite having a robust network of 35 branded service companies spread across 125 locations in the U.S. and Canada, the company struggled with its connection to a rapidly expanding customer base made up of independent restaurants and national chains. Managers from these national chains often reached out in search of service, but the process to connect with the right service center was cumbersome. The existing system, which required restaurant operators to navigate a long list of contact numbers, was not sustainable.

Understanding this challenge, USG recognized the need for a platform that could simplify these interactions while ensuring service centers maintained their unique local identity. “It was like a light bulb moment for me to say, OK, it’s our time to do this,” Nowak recalls. Thus, USG Connect was born, an online service management platform developed in-house to address the distinct needs of commercial kitchen operators.

USG Connect serves as a one-stop solution for service requests, making it easier for kitchen operators to manage maintenance and repairs. From ovens to dishwashing machines, the platform’s user-friendly interface consolidates requests across multiple locations, allowing for a streamlined experience. This innovation not only enhances communication but also enables the collection and sharing of critical data on equipment usage and performance.

The platform aligns with USG’s ethos of empowering business leaders within its service companies. By equipping them with tools to optimize their operations, USG ensures that these brands do not merely survive but thrive. As Nowak states, “We like our business leaders to think like owners,” indicating a commitment to fostering entrepreneurial spirit among their franchisees.

In addition to USG Connect, USG managers assist service centers in adopting GlobalEdge by Davisware, a powerful software designed to effectively monitor service center operations. This dual approach of providing both a management platform and operational software allows service centers to efficiently handle customer activity records, sales, and inventory. Early metrics following the USG Connect launch indicate promising improvements, including faster billing processes and a noteworthy rise in first-time fix rates.

In service industries, the first-time fix rate is a crucial metric, signifying the percentage of customer service jobs completed satisfactorily in a single visit. A high first-time fix rate leads to improved customer satisfaction, operational efficiency, and enhanced relationships with parts suppliers. With their recent improvements, USG aims to lead as an authorized service provider for some of the most prominent manufacturers in the commercial kitchen industry.

To elaborate on this, consider the implications of invoicing and purchase order management through USG Connect. With repair technicians and back-office personnel able to seamlessly manage inventory documentation, service centers can respond to customer needs with unprecedented speed. As a result, services that once took days can now be completed in hours, positively impacting a restaurant’s ability to serve its diners without undue downtime caused by malfunctioning equipment.

As USG continues to grow – with Parts Town Unlimited even reporting a 25% revenue increase in 2023 – it reinforces the value of innovation in the B2B service sector. The effective integration of technology and personalized service can significantly reshape a company’s relationship with its customers.

In summary, Unlimited Service Group exemplifies how a strategic overhaul can turn challenges into opportunities, particularly within the competitive realm of commercial kitchen service. Through USG Connect and an unwavering commitment to service quality, the company is setting a new standard in the industry. As the market evolves, it will be fascinating to observe how USG continues to support its service network while fostering a unique approach that prioritizes both efficiency and local touch.