Qson has 2 core businesses; sales and servicing.
Servicing contributes about 35% of the total revenue of the company. Off the cuff and anecdotally, Qson serves at least 70% of the kitchen servicing market in Singapore. Our fleet of 27 vehicles, 68 skilled and semi-skilled technicians and engineers, answer 140 – 170 calls for service every day. The competitive edge that Qson offers is that our technical team can and will service and repair all types, models, brands and makes of equipment, regardless if purchased from Qson or otherwise. It is also important to note that 65% of the technical team works at least 7 years with the company, retaining and honing technical skills.
Qson places a premium in technical training and this mentality has cascaded to the entire culture of the company. On a regular basis, supervisors and potential team leaders will be sent to overseas principals’ or manufacturers’ factories for skills development. We also invite the principals and manufacturers to our workshop in Singapore to train and re-train the technical team.
There are 2 segments within the Servicing Division. One is Preventive Maintenance (PM) Service and the other is Service Repair (SR). For PM Service, it is a contractual agreement to carry out general servicing on a regular basis, namely on a monthly, quarterly or bi-yearly basis. Qson had grown the contracts 10-fold since 2012. This is good news as it offers recurring income and is a stable, predictable revenue. As to SR, this is an ad-hoc service calls for un-foreseen, unpredicted failure. Our service tagline: SERVICE HAS A NAME. QSON. resonates with both customers and ourselves! Many customers had come to depend on Qson for fast, efficient service support, normally within 4 hours when first received the service call. To up the ante on service, Qson had invested in a service app called QSON SERVICE CALL, working on both Android and IOS platform. Service attendance will be 2 – 3 hours upon receipt of the service call. This service app, the first and only in Singapore, was well received and had brought tremendous benefits to Qson, not least being able to do away with part-time night receptionist to take the service calls.
Qson is poised to grow further in the servicing segment. We have the manpower, the skill and the tenacity to stay as the market leader in commercial kitchen equipment servicing and repair.