CASE STUDY / BES GROUP - INSPECTION & COMPLIANCE TESTING
BRITISH ENGINEERING SERVICES IMPROVES PRODUCTIVITY AND SERVICE WITH FLS VISITOUR SCHEDULING SOLUTION
BES Group has cut down travel and admin time with the help of FLS - FAST LEAN SMART, enabling field engineers to be more productive by up to 15% each day.
The results:
- Achieved a 15% productivity increase
- 50% reduction in wasteful downtime in first year
- Ongoing reduction in travel and admin time
- Improved customer service levels
- Company growth through customer retention
How BES Group has achieved success:
The challenges:
- Scheduling 450 safety compliance field engineers
- Consolidation of multiple inspections into visits
- Optimal appointment booking for inspection dates
- Integration with Microsoft Dynamics 365
- Field solution to support overall sales performance
"FLS have proven an outstanding partner since we began together in
2015.
The FLS VISITOUR advanced scheduling solution is at the heart of our business strategy for field engineering efficiency whilst delivering the best customer experience."
Paul Hirst · Managing Director Engineering Inspection
THE COMPANY:
ACCREDITED ENGINEERS KEEP PEOPLE SAFE AND ASSETS OPERATIONAL
BES Group is the UK's largest independent engineering inspection, testing and certification company and has a long history dating back to 1859. Customers include all kinds of businesses, from factories to nuclear power plants, from hospitals to schools. Until 2015, British Engineering Services was part of RSA, one of the world's leading insurance groups and a FTSE 100 company, but is now established as a privately owned company. Today, BES Group employs 450 highly trained and qualified engineer surveyors and consultant engineers who perform 2.8 million inspections per year.
THE PROJECT:
A SOLUTION TO PROMOTE A NEW 'ONE TEAM' CULTURE
"We constantly review our performance and look for ways to
exceed customer expectations," says Stephen Doyle, Operations
Development Leader for BES Group. "We pride ourselves on having some of the best people in the industry working for us. Many of our staff have been involved in engineering inspection and certification for decades. It is this deep knowledge and understanding of our customers' requirements
that has shaped our business and led us to working with FLS.
BES Group sought field service optimisation to improve reliability from effective end-to-end planning; delivering the highest quality inspections, on time, every time – an exceptional customer experience.
BES Group sought field service optimisation to improve reliability from effective end-to-end planning; delivering the highest quality inspections, on time, every time – an exceptional customer experience.
THE SELECTION:
THE RIGHT ENGINEER AT THE RIGHT JOB, AT THE RIGHT TIME
FLS' flagship solution, FLS VISITOUR was selected to match availability with customer demand. The software automatically schedules inspections for the entire engineering team and selects the right engineer with the right skill set for the right job.
Through customisable variables, the FLS solution consolidates multiple inspections due at one site into a single visit. It also uses advanced mapping software to choose the most efficient routes to each appointment, including consideration of traffic at the time-of-day. FLS VISITOUR will ensure that each appointment is the best fit for the customer, the engineer and BES Group as a whole.
Stephen explains, "We looked at lots of different scheduling solution providers, but none of them gave us the flexibility that we wanted. Then we found FLS, who offered a highly configurable algorithm and made every effort to understand our company, our data, and deliver what was right for us and our customers. They also demonstrated what their software could do with an initial scheduling test and a 'try before you buy' trial. This was a big reason why we chose them."
The initial findings from FLS VISITOUR clearly demonstrated a significant reduction in travel time but also the added benefit of reduced admin time for the field engineers by enabling the introduction of a central planning team to arrange the inspections.
Stephen says, "The trial proved the efficiency and productivity fuelling benefits of FLS VISITOUR, but it also helped us prepare for the full implementation. We learnt what to do, who to involve and how to make the transition as smooth as possible for our people."
Inspection timing and risk management
BES Group takes safety and compliance very seriously and have unsurpassed engineering inspection certification accreditations and memberships. Inspections are planned in advance to give the customer notice and allow any access issues to be addressed before the day. One of the business challenges is that inspections performed too early would bring subsequent inspections forward which increases costs, but overdue inspections could create a safety and compliance risk.
The fact that FLS VISITOUR manages this timing and enables the coordination of multiple inspections in one visit is not just beneficial in reduced travel time and costs, it is also less disruptive for its customers whilst ensuring safety standards are met.
Working in partnership
"We've found the whole team at FLS really helpful and approachable and feel this is a genuine partnership that continues to improve our efficiency and quality of service." Stephen explains.
Through customisable variables, the FLS solution consolidates multiple inspections due at one site into a single visit. It also uses advanced mapping software to choose the most efficient routes to each appointment, including consideration of traffic at the time-of-day. FLS VISITOUR will ensure that each appointment is the best fit for the customer, the engineer and BES Group as a whole.
Stephen explains, "We looked at lots of different scheduling solution providers, but none of them gave us the flexibility that we wanted. Then we found FLS, who offered a highly configurable algorithm and made every effort to understand our company, our data, and deliver what was right for us and our customers. They also demonstrated what their software could do with an initial scheduling test and a 'try before you buy' trial. This was a big reason why we chose them."
The initial findings from FLS VISITOUR clearly demonstrated a significant reduction in travel time but also the added benefit of reduced admin time for the field engineers by enabling the introduction of a central planning team to arrange the inspections.
Stephen says, "The trial proved the efficiency and productivity fuelling benefits of FLS VISITOUR, but it also helped us prepare for the full implementation. We learnt what to do, who to involve and how to make the transition as smooth as possible for our people."
Inspection timing and risk management
BES Group takes safety and compliance very seriously and have unsurpassed engineering inspection certification accreditations and memberships. Inspections are planned in advance to give the customer notice and allow any access issues to be addressed before the day. One of the business challenges is that inspections performed too early would bring subsequent inspections forward which increases costs, but overdue inspections could create a safety and compliance risk.
The fact that FLS VISITOUR manages this timing and enables the coordination of multiple inspections in one visit is not just beneficial in reduced travel time and costs, it is also less disruptive for its customers whilst ensuring safety standards are met.
Working in partnership
"We've found the whole team at FLS really helpful and approachable and feel this is a genuine partnership that continues to improve our efficiency and quality of service." Stephen explains.
"They’re always available when we need them and regularly review the rules and settings within FLS VISITOUR to ensure we are meeting our own customers' expectations in the best possible way. I cannot recommend FLS highly enough."
Stephen Doyle, Operations Development Leader, BES GroupThe solution for route planning and dynamic optimisation in field service
Dynamic planning software FLS VISITOUR calculates the optimal planning for the day within seconds. You save an enormous amount of time and create error-free, highly efficient tours.
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
Realise your potential with FLS.
AWARD WINNERS
INNOVATION AWARD FOR ENTERPRISE PLANNING AND INNOVATION OF THE YEAR
Powered by FLS VISITOUR, BES Group won The Forum 'Innovation Award for Enterprise Planning' at Customer Strategy & Planning 2019. They were also chosen from all other winners to be the recipient of the overall 'Innovation of the Year 2019 Award'.
The Forum is an independent body supporting the contact centre industry since early 2000 providing specialist support working across all industry sectors. The thriving and active community offers opportunities for networking and sharing best practice. Additionally, the Forum is committed to raising standards of customer operations and each year welcomes applications for industry awards in specific categories.
FLS introduced BES Group to The Forum who directly submitted an application for the 'Innovation award for Enterprise Planning'. The winners were selected by a 12 strong team of industry experts many of whom were previous winners or finalists themselves. Each of the shortlisted organisations received a visit from the judges and were also assessed against a strict set of criteria.
The Forum is an independent body supporting the contact centre industry since early 2000 providing specialist support working across all industry sectors. The thriving and active community offers opportunities for networking and sharing best practice. Additionally, the Forum is committed to raising standards of customer operations and each year welcomes applications for industry awards in specific categories.
FLS introduced BES Group to The Forum who directly submitted an application for the 'Innovation award for Enterprise Planning'. The winners were selected by a 12 strong team of industry experts many of whom were previous winners or finalists themselves. Each of the shortlisted organisations received a visit from the judges and were also assessed against a strict set of criteria.
THE WINNING ENTRY: 'THE POWER OF PLANNING'
"How flexible resourcing and strategic use of planning helped them stand out from competitors on service and create a new, one team culture that's doubled sales and raised month-end service by 50%."
The catalyst for transformation at British Engineering Services was creating a new company, separate from RSA, seizing the chance to stand out in the market and deliver on 'making Britain a safer place'.
"Capacity planning was fundamental, alongside outside expertise with the FLS VISITOUR scheduler from FLS. Reliability comes from effective end-to-end planning, delivering the highest quality inspections, on time, every time – an exceptional customer experience. Field engineer surveyors remain a key part of the planning process and lifestyle flexibility has been a massive win too. Its created a customer-driven and flexible mindset and removed traditional territorial boundaries. This is a human organisation that everyone feels part of. Three years on and the evidence is clear – sales up 100%, customer retention up 15%, huge cost savings and delivering the best service in the market."
The catalyst for transformation at British Engineering Services was creating a new company, separate from RSA, seizing the chance to stand out in the market and deliver on 'making Britain a safer place'.
"Capacity planning was fundamental, alongside outside expertise with the FLS VISITOUR scheduler from FLS. Reliability comes from effective end-to-end planning, delivering the highest quality inspections, on time, every time – an exceptional customer experience. Field engineer surveyors remain a key part of the planning process and lifestyle flexibility has been a massive win too. Its created a customer-driven and flexible mindset and removed traditional territorial boundaries. This is a human organisation that everyone feels part of. Three years on and the evidence is clear – sales up 100%, customer retention up 15%, huge cost savings and delivering the best service in the market."
Award-winning results:
- Customer retention up by 15%
- Cost savings ~10-15%
- 50% reduction in wasteful downtime in 2018
- 74% improvement for 'on or before' SLA for the largest clients
- 100% rise in sales performance in 2018
- The best service scores in the market
WHERE IS YOUR OPTIMISATION POTENTIAL?
DISCOVER IT WITH FLS – FAST LEAN SMART
You too can make your field service management more efficient with FLS. With our solutions, our customers achieve optimisation results such as an average reduction of 20% in field service costs.
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