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| Gem Plumbing & Heating Receives Prestigious Award for Most Innovative Approach to Service Delivery |
May 20, 2007 – Lincoln, RI - Lincoln based Gem Plumbing & Heating recently received the prestigious Service Award for Most Innovative Approach to Service Delivery during the recent 2007 Field Service Conference Awards held in Las Vegas, NV in April. Gem Plumbing & Heating was nominated for the award by @Road, a leading provider of end-to-end solutions for mobile resource management.
The Field Service Conference is an industry leading event dedicated to sharing best-in-class strategies for field service delivery, profitability, and customer service. The event also hosts leaders from throughout the service industry who are responsible for improving the service organizations profitability and customer satisfaction.
“All of us at Gem Plumbing & Heating are very honored to be the recipient of this prestigious award”, said Larry Gemma, co-owner of Gem. “From the leadership of the company to the customer service representatives who answer the telephone and the service technicians who deliver the service, it was a total team effort that enabled us to innovate and achieve world-class service delivery excellence”. “We also appreciate the nomination from @Road, who helped to make this achievement possible by providing the technology to streamline and optimize our service delivery process”.
Gem’s innovative approach to service delivery revolved around these three main components:
Technology - Gem Plumbing deployed state-of-the-art software and hardware which served as the backbone to streamlining and optimizing service delivery processes.
People - Gem implemented a customer-focused WOW culture built upon the spirit of teamwork, attitude, responsiveness, communication and excellence.
Marketing - Gem developed and implemented innovative marketing campaigns designed to convey their unique approach to world-class customer service and service delivery excellence.
As a result of this innovative approach to service delivery, below are some of the results Gem Plumbing has achieved:
Service Sales increased from $7 million in 1998 to more than $ 19 million in 2006
Loyal, repeat customer base has grown from 40% to just under 70% today
On time delivery ratio remains over 94%, up from 89% in 2004.
“Gem’s mission is to exceed our customer’s expectations everyday,” Gemma said. “We do this through world-class customer service, through a dedication to excellence and through random acts of kindness. But not only is this a service-oriented mission, it’s a company culture. It pervades the entire organization.”
Additionally, through the Gem Institute for Performance Excellence, the Gemma Family shares their knowledge and assists companies throughout the U.S. to achieve service delivery excellence. The Institute provides tours and seminars to organizations seeking to create performance excellence within their own companies. Seminar topics include world-class benchmarking, obtaining industry best standards for measurement and development of value creation processes, strategic planning, process improvement, and overall business strategies that enhance world-class organizational results.
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Contact: Rebecca Gamage
Telephone #: 401-459-4819
Fax #: 401-528-1976
Email: rgamage@gemplumbing.com
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