CASE STUDY / VIVAWEST - PROPERTY MAINTENANCE & FACILITIES MANAGEMENT
A BETTER QUALITY OF LIVING
WITH OPTIMISED ALL-ROUND SERVICE
As one of the leading housing providers in Germany, VIVAWEST manages around 120,000 flats and houses, maintaining a quality home for around 300,000 people across around 100 municipalities.
The results:
- Reduction of waiting times and cost-optimised desired date offers
- Continuous paperless service processes from resource planning to audit documentation
- Improved first-time fix rate
- Increased scheduling efficiency
- Enhanced customer satisfaction: More than 95% of housing maintenance customers assess the service as good or very good
How VIVAWEST has achieved success:
The challenges:
- Introduction of software-based appointment scheduling and route optimisation for central planning
- A move to paperless processes for scheduling and communication with 210 field technicians
- Enhanced customer satisfaction through greater self-service opportunities
- Consideration of the process for cross-trade repairs appointments
- Provision of comprehensive object data for scheduling of technicians and equipment
THE PROJECT:
INNOVATIVE TECHNOLOGY EXTENDS TO FIELD SERVICE TRANSFORMATION
VIVAWEST chose innovative housing technology at an early stage. The closely-integrated Group offers a wide range of services that are required in the management of larger residential property portfolios. These include green and open space maintenance, the maintenance and modernisation of flats (voids), plus the provision of cable television and internet as well as the preparation of heating and utility bills.
To provide a new level of fully automated end-to-end processes, they recognised the requirement to raise repairs and maintenance claims in their tenant portal or tenant app, and for the new functionality to arrange onsite visits on a (tenant's) desired date.
They sought to improve all-round service through technological advantages that inspire tenants and ultimately helps the housing company to stand out from their competition. VIVAWEST knew this would require a complex interaction of innovative optimisation technologies, to account for comprehensive planning parameters.
Around 210 field operatives complete minor repairs for 70,000 flats. Complex repairs (linked appointments) demand staggered deployment from various outsourced trades, posing an even greater challenge for planners. Only when a precise diagnosis and all planning parameters are taken into account can employees in the customer service centre suggest an appropriate time window for the appointment.
A typical problem for housing providers is the difference between building types throughout their estate of apartments and houses, depending on when they were built and regional location. Furthermore, the exact mapping of staff qualifications and skills and comprehensive access to necessary spare parts and equipment (in real time) are also essential.
To provide a new level of fully automated end-to-end processes, they recognised the requirement to raise repairs and maintenance claims in their tenant portal or tenant app, and for the new functionality to arrange onsite visits on a (tenant's) desired date.
They sought to improve all-round service through technological advantages that inspire tenants and ultimately helps the housing company to stand out from their competition. VIVAWEST knew this would require a complex interaction of innovative optimisation technologies, to account for comprehensive planning parameters.
Around 210 field operatives complete minor repairs for 70,000 flats. Complex repairs (linked appointments) demand staggered deployment from various outsourced trades, posing an even greater challenge for planners. Only when a precise diagnosis and all planning parameters are taken into account can employees in the customer service centre suggest an appropriate time window for the appointment.
A typical problem for housing providers is the difference between building types throughout their estate of apartments and houses, depending on when they were built and regional location. Furthermore, the exact mapping of staff qualifications and skills and comprehensive access to necessary spare parts and equipment (in real time) are also essential.
THE SOLUTION:
COMPLEX PARAMETERS TO ENHANCE TENANT SATISFACTION
With FLS VISITOUR it is possible to meet all of the requirements of these complex service process. Based on a cascading diagnosis (damage description and compliance risk) the required trade skills, parts and equipment are considered by the field service planning algorithm. Planning optimised routes into entire daily tours confidently presents already cost-optimised dates and times directly within the customer front-end (tenant portal and tenant app) - for a choice to be confirmed by the tenant.
Key to optimised planning in this instance is a realistic repair time. Based on this information, the geocoded tenant location data and SLA, (plus countless other parameters) only the next possible appointment is produced.
Key to optimised planning in this instance is a realistic repair time. Based on this information, the geocoded tenant location data and SLA, (plus countless other parameters) only the next possible appointment is produced.
"In addition to the distance traveled and skills, an economically-minded resource plan must include many parameters in the calculation. Here, FLS VISITOUR made the best impression on us in the selection process."
Christian Kirschfink · Head of IT Applications, VIVAWESTAll field operatives have been equipped with FLS MOBILE. Thanks to its user friendliness, the smartphone app was an instant hit with the 210 employees. Out in the field it soon became apparent that the software offers technicians the required transparency to manage their working days. And it also guarantees qualified contact with
tenants, as all of the order information is available on the mobile device.
The transfer of status messages in real time supports dynamic appointment and route scheduling in FLS VISITOUR. The software uses live feedback from the field to optimise upcoming routes continuously and fully automatically. This increases scheduling efficiency enormously and allows back office planning employees to share reliable data about on-site appointments.
The transfer of status messages in real time supports dynamic appointment and route scheduling in FLS VISITOUR. The software uses live feedback from the field to optimise upcoming routes continuously and fully automatically. This increases scheduling efficiency enormously and allows back office planning employees to share reliable data about on-site appointments.
The 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.
THE BENEFIT:
A SOLUTION TO ADVANCE VIVAWEST'S STANDING
The reason for using FLS VISITOUR was clear, and a challenge the unique algorithm could stand up to: To increase tenant satisfaction by arranging binding appointments, whilst cutting reactive repairs and planned maintenance times and reducing process costs through more efficient, data-lead mechanisms.
"FLS VISITOUR provides the support we need to achieve our aims," says Thomas Eller, Head of Maintenance. "Now, at the time of reporting, the tenant already knows when they will receive a repair visit because they've chosen their desired date. The technician starts their day with an optimised tour - with all information from the beginning and our back office remains fully and automatically informed. The number of customer calls around appointment arrangement is significantly reduced, and customer satisfaction and first-time fix rates have in turn increased significantly. And all of this with consistently digital, fully automated and transparent end-to-end processes", Eller explains.
"We have made a quantum leap in the exchange of information with our technicians," claims Christian Kirschfink. "Before the implementation of FLS MOBILE, call and customer reports were completed on paper (by hand) and then forwarded to the respective department. Now, thanks to the app, all the processes are paperless. The scheduling process has been enhanced considerably. Available capacities are now used to support customer service activities."
"FLS VISITOUR provides the support we need to achieve our aims," says Thomas Eller, Head of Maintenance. "Now, at the time of reporting, the tenant already knows when they will receive a repair visit because they've chosen their desired date. The technician starts their day with an optimised tour - with all information from the beginning and our back office remains fully and automatically informed. The number of customer calls around appointment arrangement is significantly reduced, and customer satisfaction and first-time fix rates have in turn increased significantly. And all of this with consistently digital, fully automated and transparent end-to-end processes", Eller explains.
"We have made a quantum leap in the exchange of information with our technicians," claims Christian Kirschfink. "Before the implementation of FLS MOBILE, call and customer reports were completed on paper (by hand) and then forwarded to the respective department. Now, thanks to the app, all the processes are paperless. The scheduling process has been enhanced considerably. Available capacities are now used to support customer service activities."
"Since the market entry of the likes of Amazon, customer expectations have become very clear. Real-time technology is a decisive competitive advantage and a game-changer in the field service business.
We invest regularly and significantly into our processes and service experiences. The results of our quarterly customer satisfaction surveys confirm this: The assessment of the maintenance area is constantly at over 95% customer satisfaction."
Thomas Eller · Head of Maintenance, VIVAWESTWHERE 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.
Choose the best way for you to get to know us:
Choose the best way for you to get to know us:
DEMO
DISCOVER THE FULL POTENTIAL OF DYNAMIC SOFTWARE FOR YOUR BUSINESS
Arrange an appointment to get to know our software - as a demo version or, if you wish, with your data.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.