ULPS Improves Repairs Service with Oneserve for 8 Years
For over 8 years, Oneserve has played a crucial role in United Living Property Services’ (ULPS) responsive repairs service. ULPS manages 40,000 properties and processes around 160,000 repair appointments through Oneserve annually.
Vastly improved customer feedback
Reduced 'no access' appointments by 45%
Extra level of visibility
I would most definitely recommend using operative tracking and appointment updates. It is a perfect addition to the solution we already have, giving us an extra level of visibility and confidence that we are delivering an exceptional service to our customers."
Jonathan Evans, United Living Property Services
ULPS places a strong emphasis on customer experience and found room for improvement in their responsive repairs operations. They aimed to:
– Lower the number of appointments with no access.
– Decrease the number of “avoidable” calls to the call centre.
– Enhance overall customer satisfaction.
ULPS discovered that no access appointments cost up to £50 each and many calls were about appointment information. To address these inefficiencies, ULPS needed a solution that could provide real-time appointment updates like courier notifications.
ULPS found Localz, a software that tracks operative location and provides real-time updates to tenants on appointment status and estimated time of arrival. ULPS approached Oneserve to integrate Localz into their system for seamless appointment booking, communication, and completion. Oneserve’s advanced integration process made the integration quick and easy, and they were impressed with the solution, so they now offer it to their customers.
ULPS now sends customers a satisfaction survey via SMS after an appointment is completed, instead of relying on the engineer to enter the information. This improves customer feedback accuracy and eliminates concerns about honesty during the survey. The real-time appointment updates have reduced no access appointments by 45%, increasing productivity, reducing re-work, and improving the overall customer experience.
“We are now confident that the customer feedback we receive is an accurate representation of the satisfaction levels. Our new process for gathering feedback is also a better experience for everyone – our tenants feel they can be honest and our engineers have one less job to do. As part of the survey, we have also asked tenants if they are happy with this new communication method and every single response has been ‘yes’.”