In October 2021, Field Service News hosted the inaugural European Field Service Awards to celebrate the ingenuity and excellence of an industry that had kept the world turning as the pandemic swept across the globe.

Among many interesting entries in the category of Pioneers of the Year, the organisation that secured the award was MCFT, a leading company in the maintenance of commercial kitchen equipment in hospitality, education and healthcare settings.

The team at MCFT was recognised for leveraging innovation and adapting the business model in response to the challenges of the pandemic.

As a follow up to their acknowledgement at the European Field Service Awards, Kris Oldland, Editor-in-Chief of Field Service News, spoke with Chris Craggs, CEO of MCFT, to discover more about how his team rose to the challenge of supporting their customers during the most difficult months of the COVID-19 outbreak.

It was an engaging discussion that covered:

– Why Digital Transformation Is Continuous Improvement Methodology
– Is Transparency the Key Factor in Establishing Genuine Partnership-Based Relationships?
– Why Do Some Service Organisations Have That Spark of Ingenuity in their DNA?

In this excerpt from the full conversation, Chris Craggs outlines how the solution his company developed is based both on customer needs and operational needs.