Placing technology and service centre stage explains the E-Service success story

A customer-led technology company that delivers a complete supply and repair solution for businesses active in all sectors of the industry from casinos and clubs to AGCs and arcades at the coast:’ That’s how Mike Clokie, Managing Director and founder of E-Service, chose to summarise the business he launched 14-years ago and which now employs some 46 staff and which makes in excess of 45,000 repairs a year on behalf of its growing customer base.
 
The breadth of the offering and the sharp focus placed on technology are key to Mike Clokie. “E-Service is the only UK company that provides the market with a complete after sales service, comprising spares as well as both bench and field based repairs, which is why we have so many customers who trust all of their after sales requirements to us ” he stated.  “It’s a bit of an over used term, but we provide a complete solution.  In practice this means providing E-Service as a single point of contact and one that they know and that they trust.”
 
A degree qualified electronics engineer with 30 years industry experience in both engineering and commercial roles, Mike is very clear about how he wants E-Service to be perceived and positioned in the market.  “First and foremost we classify ourselves as a technology business” he sated.  “And we earn the trust of our customers by providing them with a ‘best in breed’ service delivered by teams that have a detailed knowledge and understanding of all of the technologies that the industry uses.  The technology can be upwards of 30-years old, which, in some cases, is older than the engineers repairing it, so it’s vital that their knowledge embraces both new and old technologies to equal degrees.”
 
E-Service is a staunch supporter and advocate of the Government’s Apprenticeship scheme and has developed its relationship with North Herts College to identify and recruit the calibre of engineers that the business is founded on.  “Identifying the people that we can train to become this industry’s elite engineers is essential and I’m delighted that we have built such a strong relationship with North Herts College” explained Clokie.  “We have people who started with us as apprentices 14-years ago who now occupy senior positions in the business which, coupled with our low staff turnover, is great for business. Having a highly qualified, well trained team that views working for E-Service as a career rather than a job is a major contributor to the high levels of customer satisfaction that we enjoy.”
 
He added: “The fact that we are a technology business is the reason why we are as relevant to small family owned operations as we are to OEMs such as Galaxy Gaming Inc, for whom we service 130 tables in UK casinos and Blueprint Machines Ltd, for whom we are their chosen aftersales partner for the UK market. Contracts like these explain why we place technology and service centre stage."

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Mike Clokie, Managing Director and founder of E-Service