Traditionally, Saltire has concentrated on the local authority/RSL market and continues to tender successfully, extending activities into England. In 2014, it expanded into the private commercial and residential sectors.
It has introduced automatic job scheduling that updates in real time. Customers are offered time slot appointments, including evening and weekends, and the engineer calls ahead to reduce any waiting period. Repair requests are also checked against Saltire’s database and annual service visits are linked and carried out during the repair visit so a second visit is avoided.
The company’s customer satisfaction form automatically displays on the PDA, and on completion of the work the PDA is offered to the customer to sign for completion. The form is submitted electronically and clears from the screen before the PDA is given back to the engineer. Saltire has also developed a process for projects in specialised accommodation, including public notices, tenant meetings, pre-start notification and detailed timing, listening to wardens and tenants and taking into consideration any special needs and assistance that may be required.