Case study

Nationwide engineering delivery with Boots

  • Client Boots
  • Services provided M&E service
  • Sector Retail

Integral was awarded the 3-year HVAC maintenance services contract covering 2764 stores, including Boots flagship stores, Opticians, Health and Beauty, local Boots Pharmacies, distribution centres, regional offices and offsite stock rooms.

Boots head office was not part of the contract. The portfolio includes stores at major airports and railway stations.

The contract is overseen at strategic level by a National Account Manager and managed through the regional offices by dedicated Contract Managers. Services are delivered through Integral’s in-house engineering team, local to each store.

Excellence of service in the retail environment
  • Where possible the same Integral engineers are deployed to site, aiding site familiarity, access and security arrangements and optimising engineer time on site.
  • Maintenance regimes are programmed around Boots’ daily trading peaks to avoid affecting trade with seasonal peaks factored into our maintenance plans.
  • Innovation in delivery, process or relationship producing quantifiable client benefits
  • Streamlined billing process – significantly reducing the quantity of invoice queries experienced by Boots.
  • Automated part of PPM billing process, simplifying paperwork.
  • Adapted billing process to Boots requirements – reactive invoices are now loaded directly onto the client’s portal. PPM invoices are consolidated centrally, with one invoice. Supporting paperwork is loaded directly onto the web portal, which then produces monthly consolidated reports and a single invoice.
  • We have identified additional training to enhance our in-house service delivery for key aspects of the contract, for example how we manage Cat 5 cabling repairs etc.
Customer service, over and above any reasonable expectation

In addition to Integral standard retail customer awareness training, we have developed specific training aligned to Boots’ ‘Store Care’ initiative. Led from the top, 300+ directors, managers, helpdesk and engineers have received Store Care training.

Value engineering

Systems Integration. Phase 1 Working towards the integration of Managing Agents and Integral’s CAFM systems whereby emails received for reactive works are auto-generated in Integral’s system and relayed to appropriate branch through ‘interpreter’ software. Phase 2 is further integration of the call process and updates.


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