Client Background
Woolworths Supermarkets is one of Australia’s largest and most recognized retail chains, known for providing high-quality fresh food and groceries to millions of customers across the country. Maintaining the reliability and efficiency of refrigeration systems in their stores is critical to ensuring that their products are stored at optimal temperatures and their customers receive the best possible service.
Challenge
Westcool first began working with Woolworths in 2017, initially handling case cleaning services to ensure that refrigeration units remained clean and functional. Due to the high quality of service provided, Woolworths quickly recognized Westcool’s capabilities and offered the company the opportunity to take on more responsibility. This included attending to emergency after-hours refrigeration breakdowns and overspill works that Woolworths’ in-house technicians could not attend to.
The need for reliable, fast service grew as Westcool proved its ability to respond to breakdowns promptly and effectively, reducing downtime and maintaining the smooth operation of Woolworths’ stores. The initial store allocation of 8 locations expanded to 16, and then 32 stores by 2019, reflecting Woolworths’ increasing confidence in Westcool’s ability to deliver consistent, high-quality refrigeration services.
Solution
In 2019, after a formal tender process, Westcool was officially awarded the contract to provide refrigeration breakdown services to half of the Woolworths stores in the Perth Metro area. The scope of work included attending to refrigeration breakdowns, emergency repairs, and overseeing all after-hours maintenance, including work on Christmas Day. Westcool’s role expanded to include a wide range of services, ensuring refrigeration systems across these stores were always in optimal working condition.
Westcool’s technicians demonstrated an ability to handle high-pressure situations, often working outside of regular business hours to ensure minimal disruption to store operations. This commitment to reliability and quality service led to an expansion of the contract, and by 2023, Westcool had earned the trust of Woolworths to become the sole contractor providing refrigeration breakdown services across the entire Perth Metro area.
Results
Westcool’s exceptional service has allowed Woolworths to maintain a seamless operation across all of its supermarkets. Our team has been able to provide 24/7 coverage, ensuring refrigeration units are quickly restored to full functionality whenever breakdowns occur. By offering services every day of the year, including during peak holiday periods like Christmas Day, Westcool has proven to be a highly dependable partner for Woolworths.
Five years after our initial engagement, Westcool continues to provide refrigeration breakdown services to the full Perth Metro area, handling high-demand requests with speed and efficiency. We’ve consistently exceeded expectations and contributed to Woolworths’ ability to serve their customers without interruption.
Conclusion
Westcool’s long-standing partnership with Woolworths is a testament to our ability to provide high-quality, reliable refrigeration breakdown services in a challenging, high-demand environment. From our initial role in case cleaning to becoming the sole contractor for the entire Perth Metro area, we’ve consistently demonstrated our commitment to excellence. We relish the challenges that come with such a prestigious contract and are proud of the great outcomes we continue to achieve for Woolworths, ensuring their refrigeration systems operate smoothly and efficiently every day of the year.
