Fulcrum

Fulcrum, the leading independent multi-utility infrastructure and services provider, has received a Best Practice acknowledgement for its Customer Experience as part of a significant independent quality audit.

Less than a year since it was introduced to provide a more structured and strategic approach to the delivery of its customer journeys, Fulcrum’s Customer Experience function and processes have been praised by global certification body NQA as part of its ISO 9001:2015 audit of the company’s Quality Management Systems.

NQA provides certification, training, and support services to help organisations improve processes, performances and products.

Fulcrum’s Customer Experience implements a highly responsive and agile programme, which allows clients, customers, the public as well as the Group’s internal team to provide feedback and comments that can be tailored into positive service enhancing solutions.

The service is led by Customer Experience Specialist Georgina Whitham who works closely with teams across the Group to implement continual change improvements.

This includes managing a series of regular surveys, which are conducted at different stages of projects, and provide feedback throughout the customer journey. The surveys enable Fulcrum to understand every stage of the customers’ experience with the Group during a project lifecycle, which enables targeted improvements to be made when required.

Georgina Whitham, Customer Experience Specialist, said: “Independent recognition of our focus and the robustness of the processes we have put in place from a highly regarded global auditor is a massive accolade for Fulcrum and our Customer Experience activities, which we have quickly ingrained into the Group, enhancing our existing customer service operations.

People across the Group are also exceptionally engaged and passionate about customer service excellence, which contributes to the delivery of the highest levels of service.”

Craig Baugh, Director of Marketing and Customer Experience, said: “This Best Practice award is testament to the exceptional work that has happened to implement our vision to be the best for service in our sector, and to continually evolve how we support our customers.

“NQA rarely presents Best Practice Awards as part of its ISO quality audits, which makes this an even prouder moment for the Group.”

Judith Hargreaves, Technical and Projects Manager, NQA, said: “Best practice in audit terms means that the company has a process or processes that exceed the requirements of the Standard and guidance documents. In the case of Fulcrum’s customer satisfaction monitoring and review, it was seen to firmly place the customer at the centre of their processes, and feedback sought, measured, acted upon, communicated well, processes adapted to replicate where the customer found most satisfaction.”

ENDS

NEWS RELEASE: ISSUED ON BEHALF OF FULCRUM

For further information contact Jamie Collis 01325 363436

Editors’ Notes:

Fulcrum Group is a is a multi-utility infrastructure and services provider with an unmatched heritage, and more than 60 years’ experience, in utility infrastructure.

The Group operates nationally with its head office in Sheffield, UK focused on the design, build and maintenance of utility infrastructure. The Group operates under three specialist brands:

Fulcrum provides multi-utility connections and infrastructure solutions for every type of development across mainland UK. As an Independent Gas Transporter (IGT) and Independent Distribution Network Operator (IDNO), Fulcrum also offers gas and electricity utility asset adoption and ownership, nationally.

Dunamis is an Independent Connection Provider (ICP) delivering specialist, High Voltage grid connections and networks, up to and including 132kV.

Maintech Power is a High Voltage specialist that installs and maintains essential High Voltage infrastructure for hundreds of networks and sites across the UK and Northern Ireland

www.fulcrum.co.uk | www.dunamisgroup.co.uk | www.maintechpower.co.uk

NQA is a leading global independently accredited certification body, providing assessments (audits) of organisations to various management system standards.

NQA’s worldwide operations are accredited to perform management systems registrations by ANAB (American National Standards Institute/Registrar Accreditation Board) and UKAS (United Kingdom Accreditation Service).

NQA is part of Element Materials Technologies, a global provider of Testing, Inspection, and Certification (TIC) services on a wide range of products, materials, processes and services.