Southern Maintenance Services (SMS) was created to bring previously outsourced works back in-house at Southern Housing Group. The Group sees repairs as the biggest motivator, from a customer point of view, recognising that their maintenance service needed to provide an outstanding level of customer satisfaction.
To do this they needed greater control over their service delivery, both structurally, hence forming the DLO, but also in a more granular, day-to-day form. They therefore explored how field service management software could support them in this mission.
The customers of Southern Maintenance Services were at the heart of the overarching decision to bring maintenance services back in-house. As such, the need for a software solution which shared their objective was absolutely vital.
At Oneserve, our mission is to help our customers increase client retention through service delivery excellence, whilst eradicating cost, so it quickly became clear that we would be well placed to support SMS with their strategic change.
We worked alongside SMS to create a field service management solution that would organise their maintenance team in the most efficient and consistent manner possible. The software gives everyone involved, from the operatives on the road using a mobile app to the schedulers in the office using a desktop solution, clear visibility of the entire service process. It also creates a detailed audit trail of all works completed, enabling SMS to monitor and analyse their performance.
“What customers remember from a ‘wow’ perspective is that they phoned up, we turned up when we said we would, we fixed the repair because we had the part in the van and, once finished, a service call was received to check everything was OK.”
Carl Dewey, Maintenance Service Director - Southern Housing Group
Once implemented, Oneserve quickly became an integral part of Southern Maintenance Services’ new way of working, helping them to realise a number of improvements including customer satisfaction. During one reporting period, 455 customers were surveyed and 95% rated SMS’s service 8 or above, while 86% rated it 10 out of 10.
Thanks to Oneserve, SMS has also achieved:
- Savings of circa £200,000 within 8 months of bringing works in-house.
- A reduction in end-to-end repairs to 8.02 days (the industry standard is 11-15 days).
- Reductions in travel time because the software rationalises each operative’s working day.
- 100% customer satisfaction capture, thanks to the Oneserve scheduling solution, which identifies the best time to call customers for feedback.
Savings of circa £200,000 within 8 months of bringing works in house
A reduction in end-to-end repairs to 8.02 days (the industry standard is 11-15 days)
Reductions in travel time