DSL Inc. Territory

DSL Tech Locations

DSL Canada

DSL currently has offices, Territory Managers and Technicians throughout Western Canada and services remote areas of BC, AB, and SK.

Around 60

Full-Time

Technicians

Food Service ExcellenceDSL is the exclusive distributor of

DSL Techs are:

Factory TrainedJourneyman Refrigeration Technicians

Professional

Specialized in:- Service- Maintenance- Installation

Equipment SalesOur team of Territory Managers are leaders in the foodservice industry. Positioned across the West, they understand the market, equipment and your business challenges. • Factory trained• Extensive Sales Experience• Industry knowledge

Adrian is a key partner for us. It is

clear he has our best interests at heart…

Al Jessa V.P Operations Joey Restaurant

Group

Amanda’s knowledge of

equipment was outstanding.

Peter Hayashi Banff Avenue

Pharmacy

Our relationship with DSL extends well the beyond the

customer/vendor model and can only be defined as business partner. DSL has

demonstrated on numerous occasions that they not only

value our business, but enhance our business.

Doug SchweensCategory Manager

Chevron Canada

Beyond just a vendor, DSL has become a Strategic

Partner for BPI who continues to

constructively add value to our business.

Peter MabieCorporate Services

Boston Pizza

We are impressed with the Taylor line of equipment and DSL’s representation and after sales service.

We are confident in using DSL for future investments as our business expands

Dave Munro Owner

Wilson Creek Shell

Internal Support

Our customers and service technicians are backed up by a complete operational team including service management, supervisors, multiple dispatchers and customer service representatives, a warehouse team and a complete parts department

Prioritized Service DispatchingCustomer Service Agents specifically trained to optimally support Taylor and Henny Penny productsFactory Supported Service Program

Customer ServiceAll incoming calls are answered live in 20 seconds or less.

Our full-time customer service agents and dispatch coordinators are dedicated to ensuring only the highest quality response to all incoming requests.

Customer equipment information and service history updates daily

Mobile Field Service ApplicationDSL has streamlined our dispatching systems to incorporate a brand new “paperless” technology: Mirifex.

Mirifex is a mobile field service application using Blackberry cellular devices. Mandatory service information captured on every callService calls are instantly dispatched to techniciansEquipment specific service detail on site

24 hour

Emergency

On-Call Service

After Hours Service ProcessDSL utilizes on-call technicians for all areas. When a customer calls in after hours they will reach our automated attendant. At this time they will be given the option of leaving a message to be addressed the next business day or having their call routed and speak directly with our on call technician.

Our new state-of-the-art phone system that was installed mid-2008 allows us to have customer-specific toll free numbers, greetings for service and automatic call routing based on the entry of a store number on the touch-tone keypad.

Troubleshooting & Technical Assistance

Total calls = 712Total calls fixed over the phone = 456Total service calls = 196Total hours on phone = 172Total fix ratio = 72%

Approx. savings to corporate accts: $91,200

DSL has on staff a full time factory-trained telephone trouble-shooter who provides no charge operational assistance to customers. Over half of the calls routed through our trouble-shooter are fixed over the phone without the expense of a service technician visit.

Here is an annual representation of the a client’s troubleshooting service.

*Based on 2003 call volumes.

Operational Training

All customers receive operational training and are shown cleaning procedures at time of equipment start-up and warranty checkout. Additional training is available throughout the life of the equipment.

Response Time MeasurementWe take great pride in our proven ability to respond to service calls within 24 hours. (Based on major centers in Western Canada)

Equipment down or safety issues receive priority response – Usually within 4 hours

DSL has the ability to track, monitor, report and audit all aspects of our services, sales and parts business. Made-to-order reports can be generated based on the customer’s needs.

Health & Safety PolicyDSL supports and endorses the importance of the health and safety of our community, our environment and ourselves. It is our goal to have an injury and accident free workplace. In accordance with these beliefs, DSL aims to prevent workplace accidents and injuries by:

Maintaining a health and safety program which is in compliance with all applicable health, safety and environmental legislation

All field technicians have PPE (Personal Protective Equipment) on board their service vehicles and are trained on T.D.G. (Transport Dangerous Goods).

Central Parts DepartmentDSL is the Western Canadian authorized distributor for all Taylor and Henny PennyParts. We only stock and use authentic factory parts.Our customer service parts personnel have a combined DSL experience ofover 35 years. Our warehouse is equipped with approximately 2,700 uniqueSKU’s of authentic Taylor and Henny Penny parts available for next day delivery for all Western Canadian regions.

Critical parts not in inventory can be shipped direct from the factory for next day delivery to any of our local service technicians.

Parts & Van InventoryAs an authorized distributor we are notified of all factory announced changes, updates, recalls, and alerts and have systems in place to respond quickly, informing our customers of the changes. Technicians are updated weekly on critical equipment issues.DSL regularly monitors and adjusts the stock carried in all service vehicles. Stock adjustments are implemented based on usage and regional customer requirements. Each of our service vehicles is currently stocked with over $20,000 worth of inventory.

DSL guarantees its service for thirty (30) days from the date of repair. If the unit malfunctions within that time and is deemed to be for the same reason, the return trip service call charges will not be charged to the customer.All parts, excluding wearable items, have an extended parts replacement coverage of a minimum of ninety (90) days, even if the equipment is past its original warranty period

Labour Guarantee

WarrantyDSL administers warranty on behalf of our customers, executing all labour and parts warranties that may be applicable to the equipment.

Service repair warranty redemption is immediate to the customer.

Making the GradeDSL is proud to have been an “A” rated Taylor distributor since the inception of the “Making the Grade” rating program. This is the highest rating Taylor can bestow on a distributor.

Required Maintenance Program

DSL’s commitment to required maintenance programs have been the number one contributingfactor to reducing reactive service costs for customers that subscribe to the program.In addition to ensuring the longevity of your equipment, other benefits of required maintenance include:

• Increased yield / margins / profitability• Reduction in down time and loss of sales• Reduced service costs by avoiding reactive or

emergency service• Automated scheduling to remove worry of

maintenance lapse.

Checklists for all maintenance programs are followed by our technicians to ensure thatno steps are ever missed. DSL offers reduced travel rates on recommended programs and frequencies

Required Maintenance Program

• Increased yield / margins / profitabilityBased on customer feedback• Reduction in down time and loss of salesReduced number of service calls as much as 59%• Reduced service costs by avoiding reactive or emergency serviceReduced service call costs as much as 22%• Automated scheduling to remove worry of maintenance lapse.Annual, semi-annual, quarterly