Delivering essential service is important to FSG. They are relied upon to respond to the natural peaks and troughs of the contracting industry, with in-house teams working across multiple contracts.
In order to continue delivering a professional, high quality service, one that balances operational resources effectively, FSG decided to re-visit their software solution. Whilst effective, it was no longer meeting the demands and increased workload. They felt it to be slow and inflexible, and they couldn’t deliver the reports or job costings they needed. This inability to adapt as the organisation evolved led them to seek an alternative solution. Following a recommendation from a third party consultant, they started to explore if Oneserve could more effectively meet their needs, both today and into the future.
To establish if Oneserve would be a good fit, FSG developed five key criteria to measure our software against. Ultimately, the solution they chose would need to:
1. Provide an end-to-end solution that would deliver an exceptional and highly efficient service.
2. Bring flexibility, supporting FSG during periods of flux and expansion.
3. Streamline communication, with access to all, for a more succinct way of working.
4. Enable wider methods of recording work, such as uploading photos with annotations and assigning costs to jobs.
5. Provide the ability to report and share information with customers.
After a demo, FSG quickly saw the improvements Oneserve would bring over their existing solution. Natasha Gajadhar, from the Business Development team explains why: “The system has everything there for us, ready as and when we need it. Oneserve is so easy to use that we can go in and make amendments whenever we need to. This longevity and adaptability were particularly attractive to us.”
“Oneserve is so easy to use. It has a simple layout and design, making it very intuitive. We have access to everything we need to quickly respond or adapt to market or business changes.”
Chris Adams, IT Manager - FSG
FSG now manage all of their processes within Oneserve, from scheduling an appointment, to recording detailed job information, to storing images and managing performance. Each process is streamlined and all data is stored centrally, resulting in a collaborative, efficient working practice. Chris Adams, IT Manager at FSG, talks about this a little more: “Our clients need to know how we are progressing with their jobs. We now have a central place where all of our information is stored, providing a platform for everyone to work from, that keeps everyone informed. Oneserve has never let us down.”
As a highly intuitive solution, FSG is also able to adapt Oneserve to meet their exact needs. They can set up workflows to their specific requirements and have access to multiple reports, which means they can monitor performance and identify operational improvements. Once an improvement is determined, they can make the changes directly themselves, without any additional costs. Chris sums this up: “We have access to everything we need to quickly respond or adapt to market or business changes.”
This usability is further extended across their entire team. Chris explains this further: “Oneserve is so easy to use. It has a simple layout and design, making it very intuitive. This makes training new employees very quick and painless.”
The integration capabilities of Oneserve have also benefitted FSG. As an end-to-end solution, Oneserve integrates with a number of other systems. In FSG’s case, this meant they could link their field service management software with their financial package for the first time. This further streamlined their processes, linking each stage of their operation together, thus improving accuracy and efficiency.
Chris concludes: “In addition to the self-managed functionality provided by Oneserve, the regular software updates mean we constantly have modern, up-to-date software by our side. One of the greatest downfalls of our previous solution was that it became unable to keep up with FSG’s growth. As we moved into new areas, and became larger, we needed to ensure our software was in line with our business growth. With Oneserve, we always feel like we are at the forefront of technological advancements, giving us the confidence that we are continuously delivering an excellent and highly efficient service. This scalability and confidence in our solution is hugely valuable to us.”
“Oneserve has continuously improved since the start of our relationship. They listen to their customers and they are constantly evolving the software.”
Natasha Gajadhar, Business Development - FSG