KCOM

KCOM is a large telecoms company based in Hull. With over 1,500 employees responsible for the maintenance and installation of networks across the North East, service excellence is at the heart of all their operations. To maintain such a level of service, it’s imperative their field service solution can match their ambitions.

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The challenge


All of KCOM’s processes must work fluidly if they are to
live by their mission of delivering service excellence.

In 2017, they recognised that, whilst their customer service was good, their existing, internally developed field service management software was holding them back. The legacy system in place had inefficiencies that were excessively drawing upon resources at all levels. KCOM therefore set about finding a solution that would meet their three key needs:

1) Greater visibility of their workforce and service delivery.

2) Streamlined communication between teams to speed up processes.

3) Greater accessibility of insightful data to drive informative decision making.

The solution


Oneserve’s Implementation and Support team put great emphasis on the implementation process, considering KCOM’s need for a scalable and robust system. As a result, KCOM manage all of their processes within Oneserve, from scheduling a job to performance management. Each process is simplified and joined up, providing efficiencies across the board. Chris Akrill, Field Control Manager at KCOM, gives an example of this:

“We now schedule a job at the click of a button, without the need for paperwork or spreadsheets. The business benefits of these effortless processes are vast.”

KCOM also find the Schedule Optimiser hugely beneficial, which helps them minimise drive time across their appointments and reduces the administration burden for the back office team.

The support the Oneserve team provide is brilliant. Everyone is very approachable and accommodating and they always come back to us quickly. We have never had anything like this level of support before, so it makes a refreshing change.

Vikki Hansford, Customer Improvement Lead - KCOM

The results

With 230 mobile licences and 480 desktop users, Oneserve drives the entire operational process at KCOM, providing a number of additional benefits:

Invaluable data
Relevant and valuable data is now at the fingertips of all those who need it, which means these individuals can use the data to make informed improvements to processes and plans. Customer Improvement Lead, Vikki Hansford, explains:

“We get more out of Oneserve than any other system we’ve used. We have learned so much about our engineers’ workdays and more about our customers. Oneserve gives us visibility like never before, which means we can now effectively and confidently make improvements to our processes.”

Enhanced customer communication
KCOM were very keen to provide a more in-depth customer experience, as Vikki explains:

“We can now communicate far more effectively with our customers because call operators can see previous calls and log them more effectively in Oneserve. We can track every channel of communication in one place, whether that is live chat, social media or phone calls. This enables us to provide the service excellence we were striving for.”

Completing more jobs the first time
Getting the right person to their assigned job on time, equipped with the necessary tools, is a key priority for KCOM. With their entire service delivery planned through Oneserve, everyone has access to the information they need to do their job effectively. Enhanced communication meant KCOM quickly saw improvements in the service their frontline team provide, which resulted in a significant increase to first-time fix rates.

Improved reporting
Using self-service reports and dashboards, KCOM now have more detailed insight across the business, including statistics for productivity, first-time fixes, travel time and job completion time. Chris talks about his experience generating these:

“Gathering the necessary information, doing the maths and creating reports has never been my favourite task, but Oneserve has completely removed the laborious process I previously experienced. Now I can tailor and generate a report within seconds. It saves me time and gives me a professional and accurate report ready to use straight away.”

Simple to use
Due to Oneserve’s intuitive interface, everyone can navigate and use the system with ease. From the frontline team using the mobile application to the System Administrators amending the system to meet their evolving needs, everyone can quickly get to grips with the elements they need to do their job productively.

Stats

Unprecedented visibility of their processes

Stats

Automatic scheduling is saving an average of six hours per day

Stats

Quick and comprehensive reporting

Oneserve has transformed the way we manage our jobs. The transition was both a cultural and technological change, but it has been very straightforward. The simplicity of Oneserve makes it very easy to deliver our service and, because it is so thorough, we no longer have a need for any paperwork or spreadsheets.

Chris Akrill, Field Control Manager - KCOM