DW Support Services

DW Support Services provide building repairs, maintenance and refurbishment to over 30,000 homes and buildings across the housing, education and commercial sectors. This work includes responsive 24/7 repairs, planned maintenance, building refurbishment and painting and decorating.

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The challenge


DW had ambitious growth plans, but their existing processes were holding them back. To aid their growth they upgraded from Excel spreadsheets to a bespoke in-house software solution, which brought new recording and reporting capabilities.

However, after 4 years of use, and more and more contracts being won, the in-house solution became unfit for purpose. Most prominently, their system was unable to effectively allocate appointments or schedule jobs. DW therefore set about finding a more encompassing and scalable solution.

The solution


Oneserve has given DW the technology needed to drive their business forward. In the words of Jonathan Evans, Operations Support Manager:

“Oneserve stores all of the information we need and provides the necessary data to help us identify what we’re doing well and what we can improve. It is fundamental to us meeting our goals and expanding our business.”

DW currently manage over 70,000 jobs per annum through Oneserve via a range of interlinked features, all of which work towards delivering an efficient, compliant and customer focused service.

There’s no way we could have continued at our growth rate without Oneserve in place. Since implementing the system we have gained several big clients, including contracts worth upwards of £50 million. In my opinion, all of these clients have been won because of the software.

Jonathan Evans, Operations Support Manager - DW Support Services

The results

By enhancing communication through SMS notifications and the mobile app, customer satisfaction has increased. All DW customers are provided with appointment confirmation, 24-hour notice, engineer on route and CSAT survey notifications via SMS, with the option for customers to cancel or reschedule appointments. This focus on customer satisfaction has reduced no access rates and improved engineer efficiency.

DW have succeeded in their growth plans, increasing the number of jobs they complete per annum by 450% since implementing Oneserve in 2014. They feel confident that Oneserve can support them in achieving their goal of becoming a market leader in their sector.

Oneserve is highly configurable, which means DW are able to continuously optimise their workflows through the use of the data provided within the system. Jonathan commented:

“The best thing about Oneserve is that it’s really customisable. You can make a lot of changes yourself. But equally, if we do ever need any support, the Oneserve team are always responsive and helpful.”

Stats

Increased customer satisfaction

Stats

450% increase in completed jobs

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Continual optimisation with
self-service

The best thing about Oneserve is that it’s really customisable. You can make a lot of changes yourself. But equally, if we do ever need any support, the Oneserve team are always responsive and helpful.

Jonathan Evans, Operations Support Manager - DW Support Services