Who we work with:

• Operations Managers and Supervisors
• Schedulers and Planners
• Contact Centres and Help Desks
• Field Engineers

What we do:

• Improve productivity of mobile workforces
• Provide better workforce visibility and short interval of control
• Remove causes of wastage to create capacity
• Improve service levels without increasing costs
• Create effective scheduling strategies that create capacity and provide flexibility, reducing underutilisation
• Coach managers in the skills they need to manage their teams effectively and improve performance

What we have achieved:

• Improved performance against SLA, reducing penalties and enhancing customer experience
• Improved service levels without a corresponding increase in cost
• Reduced the cost to deliver service and significantly increased the productivity of field service teams
• Re-structured operations and embedded optimum ratios of managers and schedulers to engineers
• Increased first time fix ratios and reduced repeat visits

Domestic maintenance service providers – be it white goods or boiler/heating repairs – are predominantly competing on service as a differentiator. In today’s environment response times seem to outweigh the best price, prompting the need for appointment flexibility.  However, moving away from simple am/pm windows requires a flexible operation, additional capacity and effective scheduling.

We work with organisations to help them increase productivity and create more adaptable operations to improve levels of service and enhance customer experience.

Our expertise

• Embedding effective management systems across operations
• Significant experience in end to end delivery of service operations
• Creation of effective field teams to deliver excellent customer service
• Improving planning and scheduling functions
• Delivering active management coaching to front line managers
• Creating effective structures with clear roles and responsibilities
• Installing meaningful operational reporting giving managers insight