CASE STUDY / HOMESERVE
THE UK’S SECOND LARGEST BOILER INSTALLER NOW GETTING TO CUSTOMERS FASTER WITH FLS
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• 25% faster time to respond
Requirements:
- Introduction of a software-based appointment and route scheduling solution as well as a mobile solution
- Rapid deployment of dynamic appointment and embedded route scheduling solution with integrated mobile solution
- Critical linked-appointment functionality across complex operative skills
- Future scalability of the scheduling solution
Benefits:
- 25% faster time to respond
- Consistent, positive field service management outcomes since 2018
- Greater planning visibility and increased back-office efficiency
- Improved customer experience with 24/7 self-service and automated ETA messaging capability
Meet the organisation:
homeserve.com
HomeServe has reached new heights of operational efficiency and service with the FLS VISITOUR dynamic scheduling solution from FLS – FAST LEAN SMART, achieving a 25% improvement in its speed of reaching customers.
HomeServe is the UK's second largest boiler installer and the operation has two distinct components. First, a sales surveyor will conduct a video, telephone or in-home survey to assess the type of boiler a customer needs. They make a recommendation and produce a quote. Secondly, field engineers will attend the customer's property to install the boiler once the quote is accepted.
This presents a complex mix of sales surveyors who attend many jobs in one day, and field engineers with one job that could require one day or several days for installations. HomeServe begun searching for new scheduling and route optimisation software in 2018, requiring a tool that could do both.
HomeServe is the UK's second largest boiler installer and the operation has two distinct components. First, a sales surveyor will conduct a video, telephone or in-home survey to assess the type of boiler a customer needs. They make a recommendation and produce a quote. Secondly, field engineers will attend the customer's property to install the boiler once the quote is accepted.
This presents a complex mix of sales surveyors who attend many jobs in one day, and field engineers with one job that could require one day or several days for installations. HomeServe begun searching for new scheduling and route optimisation software in 2018, requiring a tool that could do both.
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