Innserve specialises in the supply, installation and maintenance of beer and soft drink dispensing systems. It operates as an independent outsource service provider, servicing over 80,000 licensed and non-licensed premises in every part of England, Scotland and Wales.
With a team of over 350 maintenance and installation technicians at its disposal, Innserve has established itself as a major, nationwide service provider in the drinks dispensing field. Innserve’s purpose is to Keep Britain Pouring.
What has made Innserve such a leader in its sector is the wide range of services it has to offer. Whether clients want to make use of a single service in isolation, or its entire suite of support. Innserve can offer the capabilities and expertise they need to drive value whatever the client’s scope or requirements.
The solutions it provides are professional but flexible, able to adapt to the goals of the individual customer’s business needs and expectations. Innserve can provide the full package of drinks dispensing technical services, letting its customers reduce costs and downtime risks while delivering real value.
A Culture to be Part of
When a customer walks into a pub or bar, they are looking for a number of things. Do they stock the drinks they want? Is the price reasonable? But most of all they are looking for that indefinable vibe, that sense of being a place you want to stay.
Similarly, while Innserve’s service offering and prices are competitive, its real differentiator is the company culture and values that define it. These values are a shared understanding of what Innserve stands for, and what matters to it as a business. This is the benchmark that shows Innserve how to approach its work and interactions with customers, colleagues and shareholders alike.
In doing this, Innserve follows a key set of values: delivering excellence, taking pride in care, driving for simplicity and being one big team.
It has been no mean feat for Innserve to forge those 400 technicians into a single team. Working in the way they do, communication is key, with a culture that relies on mutual support to get the job done.
Clean Pipelines
Ultimately what Innserve is all about is getting drinks to the customer, and so it is a company that knows all about the importance of supply lines. The company’s experienced procurement management team manages an efficient logistics network, liaising with suppliers as an established and trusted partner in the industry.
That team operates out of Innserves warehouse sites in Sunderland and Gateshead in the North East. Innserve then delivers that equipment in the most appropriate and cost effective way, including overnight delivery direct to technicians’ vans where necessary.
Innserve maintains those open lines of constant communication not only with its staff but with its customers, managing stock levels and ensuring the smooth running of its businesses. This allows it to coordinate the fully integrated supply of drinks dispensers and associated equipment over such a large geographical area to businesses of every size.
Raising the Standard
One aspect of the drinks dispensing industry you may not have given a lot of thought to is its research and development arm. But Innserve also invests in pursuing new ways to drive quality and efficiency through its continual development and testing. Its commitment to research and development has enabled the design of new and innovative products for the entire drinks dispensing industry, increasing longevity and reducing maintenance requirements. The end result is that Innserve is able to drive down the total lifetime cost across its product range.
The design process, from the conception of a new idea to the launch of a new product, is defined by constant dialogue with Innserve’s customers to make sure that it is designing and introducing products that solve problems for its customers, offering meaningful, sustainable and robust solutions.
To get the product to that point, Innserve employs a comprehensive testing and development centre at its head office in Tadcaster. This humidity and temperature controlled facility can precisely replicate typical trading conditions, creating an environment where new product ideas can be rigorously tested in-house before going to market.
The products Innserve is known for, such as the InnSave and InnClean, were all developed here, increasing equipment efficiency and minimising waste and environmental impact.
Once those products are out in the field, they are supported by a qualified team of over 350 technicians providing 365-day-a-year support across mainland UK and the Highlands. That team is ready to anticipate and support all of Innserve’s customers’ needs in terms of maintenance, installation and project management, from line cleaning to new equipment evaluation. This full service offering means their customers can focus on the other elements of their business and increase profitability across the board.
Innserve’s experts bring with them a broad range of knowledge, maintained through annual training programmes. Its technicians are committed to customer service and will work to fix any technical issues on the first visit, getting customers’ businesses up and running again as quickly as possible.
Innserve also offers “Branded” technicians who can work on discrete projects or on an ongoing basis, and all are backed by their low-carbon, reliable van fleet.
Service with a Smile
Of course, the main thing people want from a pub is friendly and efficient service, and those venues are no different in what they look for in a drink dispenser supplier. Innserve has a highly trained customer service team equipped to provide live diagnosis and efficient liaisons for customers. Innserve’s customer service representatives are also based in Tadcaster, and are well trained and experienced in keeping downtime to a minimum for its customers while promoting efficient service.
Every year the team handles half a million calls, each of them automatically prioritised to the most appropriate and experienced team member. The excellent service Innserve provides in turn enables its customers to provide that same level of service to their own customers, offering hospitality both in front of house and behind the scenes.
