Gilmartins is a property maintenance contractor specialising in building maintenance and repairs. The company has been established for over 20 years and offers domestic services, operating in the Education, Retail, Health, Hotels, Heritage, Design and Build, Developments, Commercial and Public Sectors.

Download Case Study

The challenge

In order to win more business and improve their quality of service, Gilmartins realised they needed to improve the systems and processes that drove their mobile workforce. They wanted to shift from a manual approach to a mobile solution that would provide better reporting, greater visibility of management metrics and smoother overall processes.

The teams were losing a lot of valuable time to cumbersome administration processes. Their rigid system also meant they couldn’t scale easily when taking on new business.

With such limiting barriers in place, Gilmartins knew it was time to explore their field service options and transform their service delivery.

The solution

We worked with Gilmartins to form a partnership so that we could fully understand their business needs, helping them to build a field service management solution that would meet these needs in the most effective way possible.

We transferred them from a paper-based system to a mobile solution, connecting everyone in the organisation and reducing administration across the board. This connectivity also increased visibility, and with everyone using the same online system, reporting is now accurate and simple.

It’s David and Goliath stuff. Partnering with Oneserve has enabled us to win work against the odds – against some of the big players.

Dean Bradley, Commercial Director - Gilmartins

The results

Gilmartins ensure that all operative job data is immediately fed into their system, giving complete operational visibility to everyone in the business. Staff now have greater awareness of their responsibility, which has made it easier to monitor performance and implement business improvements:

  • Increased productivity – 30 field operatives have increased their output to 5 jobs a day.
  • Moving into new markets – supported by Oneserve’s quick implementation and adaptability.
  • New business – 10 year contract with Origin Housing secured, worth £50 million, and a further 3 year contract secured with Direct Line Group.
  • Industry recognition – Most Innovative Procurement at the Housing Innovation Awards (WINNER) and Contractor of the Year in the Housing Excellence Awards (FINALIST).

Field operatives have increased their job output


They have been able to move into new markets


They secured a contract worth £50 million