MD Group

MD Group are a leading building services specialist operating in the affordable housing and public sectors. They are based in Bristol and have grown significantly, opening 6 new offices and achieving a 500% increase in annual turnover in just 5 years.

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The challenge


Although very positive for the organisation, MD Group knew that with a period of growth comes its own set of challenges. Most notably, they recognised that there were inconsistencies in the service they delivered, and they identified inefficiencies that they wanted to extract from their operations.

There was scope for MD to schedule their engineers appointments more intelligently and also operate in a way that was more conducive to the efficiency of the work carried out by their subcontractors.

They knew a field service management solution would help remedy their issues, so they set about exploring which platform would best support them in achieving their objectives.

The solution


To improve efficiencies and continually deliver an outstanding service to their clients, Oneserve recommended the following:

Schedule more intelligently so engineers have the most direct routes to their job sites.

Create bespoke surveys to maintain service consistency and collate all relevant information from each job.

Maintain flexibility through self-service functionality and re-configure elements to find new efficiency gains quickly, without extra cost.

Initiate transparency via portals which clients and subcontractors can access, including detailed KPI reports for internal teams.

Oneserve is such a powerful tool for us; it’s used in the back office, by mobile workers, engineers and clients to make sure we are always optimising our service delivery for residents.

Sam Matthews, Finance and IT Manager - MD Group

The results

We created a bespoke version of Oneserve, which integrates with MD’s existing systems to ensure their entire service operation is fluid and productive. This fluidity was further enhanced through the provision of portals for their clients and subcontractors.

Oneserve has now become a critical element to MD’s service delivery, ensuring they deliver a great service to their clients with maximum value and visibility. As a result, MD now builds Oneserve into every tender response as a value added benefit.

Through their rapid expansion and partnership with Oneserve, MD has:

  • Attained greater visibility

  • Delivered a highly-consistent service

  • Increased control over their processes
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Reduced their engineers' travel time

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Increased the number of jobs completed per day

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Improved relationships with clients and subcontractors

We are a growing, ambitious organisation, and the team at Oneserve have supported us at every step of the way. Because of their expertise in the housing sector, flexibility and willingness to collaborate, we’re delivering great service to our clients and residents all over the UK.

Operations Director - MD Group