Crystal Clear

Crystal Clear Window Works is a window contractor for social housing organisations, utilising a unique process to repair and re-engineer windows with condensation damage. They service thousands of clients throughout the UK, who form over 50 principle contracts they’ve built up over the years.

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The challenge


With an increasing amount of new clients, Crystal Clear soon recognised just how onerous their paper process for managing jobs was becoming. Their operatives are often on the road for a week at a time, meaning the paperwork for all completed jobs wasn’t being returned to the office until the following week.

One of their major frustrations with this paper-based system was that a cancelled job would equate to lost time, because the time delay and communication difficulties made it very difficult to reschedule an operative’s day.

The lack of visibility and inflexibility was hindering business performance and growth opportunities. This prompted Crystal Clear to explore alternative solutions.

The solution


Crystal Clear saw how Oneserve’s cloud-based solution could help them operate efficiently and give them far greater visibility of their operations. Joel Moorhouse, Crystal Clear’s Operations Manager, explains:

“As a cloud-based platform, Oneserve came with no upfront costs, serving as a modern and flexible solution.”

A specialist housing software consultant helped them with their transition from paper to software, praising Oneserve for having one of the smoothest implementation processes they had ever seen.

I remember a time when we spent hours and hours creating reports, but now the same reports can be generated at the click of a few buttons.

Joel Moorhouse, Operations Manager - Crystal Clear

The results

Since using Oneserve, Crystal Clear has grown significantly, securing many new clients, including contracts not previously possible. Despite the greater workload, they can easily meet demands thanks to the reporting functionality within their Oneserve system.

As the administration involved in arranging a job has been significantly reduced, they have secured all of this work without needing to recruit new office staff. They can also assign new jobs to an operative, whilst rescheduling cancelled jobs on the spot, adjusting routes to maximise their operatives’ working time.

As work is completed, the office team has complete visibility and can take appropriate actions (such as invoicing) as soon as the operative closes the job on their mobile phone. The immediacy and detail of information that can be extracted from Oneserve has transformed Crystal Clear’s customer service and business performance.

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Improved reporting allows them to deliver better results

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Reduced admin work has made the entire team more efficient

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The back office team now has visibility of all their processes