About px group
px is a fully integrated infrastructure solutions business, with over 25 years of experience. They deliver innovative solutions for their clients, as well as own, operate, and manage their own facility, Saltend Chemicals Park.
px’s focus is improving operating performance of commercial and industrial facilities, with zero harm to people, environment asset and reputation. They do this by focusing on three key delivery areas: Operations & Maintenance, Engineering Services and Energy Trading.
px is on a long-term journey with Activ. It is a successful relationship based on mutual trust and the fact that px has very clear requirements in terms of service delivery expectations from Activ. The relationship was established in 2011 when Activ won a small section of the px mobile contract. This gave px an insight into the capabilities and service delivery available from Activ.
Solution and service offering
In June 2018 Activ won the entire mobile estate from px, having been with its previous provider for 5 years.
Activ offered a more cost-effective service which was also bespoke to px and took into consideration the needs of individual users based on their historic usage. Activ provided an integrated service offering which took time and pressure away from the client by dealing with new supplier directly.
When the contract was agreed, Activ implemented a bespoke process for px which allowed its internal account management team, to gather relevant user information, such as IMEI details, site location and username.
This ensured that going forward the contract would be up-to-date and the process for porting to the new supplier would be seamless. Once this information was collated, Activ distributed sim cards to all users along with unlocking codes, if required or unlocking details. The implementation team at Activ ensured all users received their relevant information and sim cards prior to porting over to the new supplier which would guarantee a flawless customer journey.
Activ was also on-site at px’s head office on the day of port to provide assistance and reassurance to the client and its end users. Activ’s presence on the day further strengthened client relations. The port day was seamless and no inconvenience was caused to the client.
The proactive account management team, led by Emma Gillespie, review the package on a monthly basis to assess if individual needs have changed. Recommendations are then made to px to determine what action they wish to make.
Activ’s internal account managers provide additional support to deal with any customer enquiries from the implementation of the account during its roll out and throughout the contract.
As part of account reviews, customer reports detail cases that have been logged and service level agreements that have been achieved, allowing Activ to discuss improvements moving forward.
Mobile phones are so critical to business operations these days especially in a 24/7/365 environment such as ours. Therefore the coordination of the project and planning for the network port is a very resource hungry task. As a rapidly expanding company with sites spread all over the UK I no longer wanted to tie up key resources to fully manage this process internally and that is one of the main reasons we engaged with Activ. They stepped in, became part of the team and got this over the line. Naturally there were some “bumps” on the day of porting…. when is there not with an estate our size? This time however, rather than this draining px resources, Activ plugged this hole, used their experience and managed every issue from cradle to grave. Handing this responsibility over to Activ also assisted the on-going support relationship as now Activ are seen by all levels of the business as simply an extended part of the px team and this has greatly reduced the burden on the px BAU teams. The proactive account management highlighted issues in the first month that were quickly rectified and now we have a far more stable estate that is well documented, well managed and adapts to changing demands quickly. This really is a “win-win” situation by minimising costs to the px business through a fantastic level of ongoing service.
Mark Willis – ICT Projects & Service Delivery Manager