Service & maintenance Initiative of the Year
The creation of a bespoke dynamic scheduling and mobile data transmission platform using in-house expertise has allowed BSW Heating to greatly increase the quality of service and support to both clients and its own engineers working in the field.
The exercise has also allowed the firm to increase efficiency through the automatic scheduling of calls, ensuring the closest engineer with the most suitable skills and equipment attends the call, resulting in an increase of 11 per cent for first time fix rates. Call and attendance rates have also improved, while fuel consumption has been reduced.
Customers can access all relevant information to their account through a real-time server connection, including gas safety records and certification. This service can be customised to suit the individual needs of each client. Engineers are also able to use their PDAs to much greater effect, with changes introduced at approximately half the cost charged by a third-party supplier. Reducing the need to contact its call centre has saved 298 working hours.
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