MD provide building services to social housing clients. They have grown significantly, opening 6 new offices and achieving a 500% increase in annual turnover in just 5 years. But growth brings its own set of challenges. Most notably, MD recognised that there were inconsistencies in the service they delivered and they identified inefficiencies that they wanted to extract from their operations. They therefore set about exploring which software would best support them in achieving their objectives.
To improve efficiencies and continually deliver an outstanding service to their clients, Oneserve recommended the following:
Schedule more intelligently: to reduce the length of time engineers spent travelling it was important for MD to schedule jobs in a much more efficient manner, both in terms of the most direct route but also ensuring engineers with the right skills attend each job.
Create business specific surveys: to maintain service consistency, every team member needs to work to the same processes. A particularly effective way of doing this is through the use of bespoke surveys. These provide a step-by-step process for employees, ensuring they deliver a consistent service and collate all relevant information from each job.
Maintain flexibility: although the purpose of field service management software is to deliver consistency and efficiency, a level of flexibility is essential if continual improvement is to be achieved. Self-service functionality within the system enables MD to re-configure many aspects as and when they find new efficiency gains. They can do so quickly and without extra cost enabling them to reap the rewards even quicker.
Initiate transparency: for MD, transparency was vital, not just for themselves, but also for their clients and sub-contractors. To achieve this they would need portals which their clients and sub-contractors could access, together with detailed reports for their internal teams to monitor individual, team and organisational KPIs.
“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 to residents.”
Sam Matthews, Finance and IT Manager
A solution which delivers transparency and continual improvement
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 visability
- Reduced engineers travel time through intelligent and responsive scheduling
- Greater service delivery consistency
- Increased the number of jobs completed per day
- Increased control over processes
- Improved their relationship with clients and subcontractors
“We are a growing, ambitious organisation and the team at Oneserve has 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.”