Expert service

With our wide range of professional cleaning machines and expert service it’s easy to see why our customers have chosen Vaclensa as their preferred equipment and service partner. Our capability to deliver the level of service they require, our proven track record of service delivery over many years and our reputation as a first class, best-in-class service provider gives them complete confidence in our machines and service solutions.

Highly recommended

Supplier of the year

"Having used Vaclensa cleaning machines including Scrubber Dryers and Sweepers in Asda stores nationwide for the past 10 years, personally experiencing the quality of their onsite service, I can highly recommend them as an exceptional supplier, demonstrated by their winning the prestigious ASDA Brick Award for Directs Supplier of the Year."

David Higson - Cleaning Technical Manager

City Facilities Management

Engineering expertise

Professional, trained, experienced

Our engineers and technicians are directly employed, time-served, well-trained and experienced (we do not use sub-contractors). They have the knowledge, understanding, skills and tools to accurately diagnose machine faults at the root cause, then make the necessary repairs for a first time fix. To support them we operate a state-of-the-art cloud technical database, giving each engineer instant access to the technical drawings and documentation of each machine that we service.

Industry leading

Nationwide service network

We operate the largest field service network in our industry, with 60+ engineers and technicians based strategically throughout the UK to enable us to respond quickly and efficiently to your callout. Our team are supported by an industry leading service infrastructure widely regarded as first-class and best-in-class that ensures we deliver professional service onsite every day, 364 days a year.

Consistent high performance

Impressive statistics

60+

Service engineers

0-100

15,000

Customer locations

0-25,000

100,000

Service callouts

0-150,000

Well stocked

Fully equipped

In addition to the wide range of spare parts carried on each of our service vehicles, our engineers and their vehicles are fully-equipped with the latest technology, tools and equipment to complete a successful first time fix. Through state-of-the-art communications equipment we can relay information quickly to and from site and can provide images or videos of equipment condition pre and post repair.

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Sat Nav

Cloud data connection

>500 parts stocked

GPS tracking

National spare parts

Distribution centre

At the heart of our service infrastructure is our national spare parts distribution centre, which carries over 20,000 parts in-stock including machines, spare parts and consumables, and ships thousands of spare parts through the night, direct into our engineer’s vehicles, or of course direct to customers for next working day delivery. We quickly and efficiently reach all corners of the UK, and have our own logistics team for specialist large scale mobilisations.

All-inclusive

Service solutions

Our customers describe TotalCare as “the best all-inclusive service solution in the industry” providing complete cover against all repair costs including accidental damage and misuse. Whilst TotalCare service is available with newly purchased machines many customers also have existing machines from a wide range of equipment manufacturers and need a single service solution for them; in this situation our Rainbow Service is the most popular choice allowing customers to “sweat their assets” and offset unnecessary capital expenditure.

Exceptional customer care

Outstanding support

At Vaclensa customer care is all important, that’s why we have dedicated customer care and technical support teams who work continuously to provide customers with support every day, 364 days a year. As the first point of contact our customer care team answer each and every call, spend time and ask questions to fully understand the customer’s requirement, then use their experience to determine the best and quickest way to support them.

Vaclensa Help Centre

Revolutionary

Of course without making any calls, all customers can take advantage of our revolutionary Help Centre that offers 24/7 online support, QuickFix suggestions for customers with faulty machines, access to operator training and maintenance videos and downloadable technical support documentation, helping customers minimise downtime and service costs.

ServiceDesk

State-of-the-art

ServiceDesk is our bespoke state-of-the-art service management software that provides real-time visibility of the service history and repair status of any customer machine from initial callout through to repair completion. Performance linked and SLA driven ServiceDesk coordinates all service callouts, engineer assignments, tracks attendance within SLA, monitors spare parts usage and through our built-in AssetCare solution also monitors compliance.

Intelligent application

Advanced technology

Through a combination of the latest mobile technologies, state-of-the-art communications equipment and bespoke Vaclensa mobile app (developed by our own IT development team), we deliver ServiceDesk™ functionality to our engineers working remotely in the field. All service callouts are documented in detail, with times, dates, faults reported, faults diagnosed and faults repaired. Images and video can be recorded as well as signatures, and as you would expect, all of this data is easily accessed by customers in a number of report formats to enable efficient analysis.

Focus on safety

Healthy obsession

We care about the things that are important. Safety is extremely important and always our highest priority. The safety of our engineers whilst working remotely onsite, the safety of your staff whilst our engineers work on-site, and of course the safety of the general public who may also be in the vicinity. To achieve the highest standards of safety we ensure our engineer’s undertake the necessary RAMS before commencing any works, and we follow all onsite safety protocols to the letter. As a business we are professionally accredited by Isoqar and SafeContractor and Altius approved.