Part of the larger OCS Group, Cannon Hygiene is a 5th generation family business founded in 1955 and is now recognised in 40 countries world-wide. As one of the largest washroom services in the world with over 26,000 staff across the OCS Group, it is imperative for the organisation to remain competitive in an ever-changing and fast paced environment.
Cannon Hygiene were reviewing their customer management in line with increased competition in the market place. ‘Putting you first’ was a strong part of the brand and they wanted a differentiator for customers to choose and stay with Cannon as a main provider.
Due to the nature of the work they undertake it was found that the Hygiene Technicians were not engaging with customers on their service schedule, meaning that relationships were not being built and the ability to swap to another supplier was easy for the customer as there was not a customer service support angle to their offer.
Cannon Hygiene wanted a shift change in the organisation that started with the job titles moving to ‘customer service technician’ and for these staff members to take accountability for their portfolio of clients.