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We want it to be quick and easy to train new mobile teams to use the Connect software. Nicky Cohen at Mouchel started with a new team this week and this is her feedback:
“All has gone really well this week, the PDAs have worked brilliantly, and everyone is picking it up really quickly and …Read more →
Scheduling & Appointing
The first thing we had to accept was that scheduling and appointing mean different things to different people. From our customers, we learnt:
Appointing is the commitment that work will be done within a certain timeframe. Your staff want to know when to go, and the customer wants to know when to …Read more →
Handling Multi-Visit Jobs
We learned pretty early on that a lot of jobs, particularly in Housing, ended up being more complex than ‘send operative, job done’. There are all sorts of reasons for multiple visits to the same property, but each one requires more organisation. This blog is about how Connect handles pre-inspections, and how …Read more →
Ian is a Business Development Engineer at Mouchel. Ian has worked at Mouchel for 6 years, and provides technical support for different projects. He checks what the technical requirements are for different projects, then makes sure he can secure the best solution available. He is a member of the Commerical Services Division.…Read more →
Your time is precious. You have perhaps a few minutes to find out about a company,Â and whether calling them is worth your time. Bizarrely, it often seems like companies don’t want you to know what they do hiding what they do behind pages of technical terms and sales speak.
We want you to know what …Read more →
The provision of a repairs service 24 hours a day, 365 days a year to 5,500 homes is a mammoth task. Blackpool Coastal Housing (BCH) knew that to continuously improve the standard of customer service, whilst making significant savings, was going to require an innovative and bold move. BCH were looking to reduce …Read more →
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Read our BCH Case Study:
The provision of a repairs service 24 hours a day, 365 days a year to 5,500 homes is a mammoth task. Blackpool Coastal Housing (BCH) knew that to continuously improve the standard of customer service, whilst making significant savings, was going to require an innovative and bold move. BCH were looking to reduce the costs of their maintenance team without compromising service delivery standards. They were also looking for a system to better manage resources and stock, and significantly reduce their overheads.
Connect from Telecetera was implemented in January 2010. Â With service delivery the priority, Telecetera analysed BCHâ€™s work to see where Connect could be used to improve standards and reduce costs.Â The appointing and scheduling component was implemented to streamline job assignment, getting more jobs done in a day, at convenient times for tenants.
Connect eliminated paperwork. All jobs are entered on the computer system at the office, and all site work is entered straight into the PDA. High speed communication between the PDA and office computer system has eliminated printing and excess travelling. Information is always accessible to whoever needs it, wherever they are, making it easier than ever to guarantee the repairs first time.
Connect has also revolutionised BCHâ€™s stock and resource management. The automated stock control not only means that the operatives know the stock they are carrying and what is needed for their jobs, but has also allowed a supply partnership to be established, removing the need for a BCH depot.
Throughout Connectâ€™s implementation, BCH maintained its high standard of service delivery with 97% of repairs being completed within target, with a 96% tenant satisfaction rating.
Teleceteraâ€™s expertise and BCHâ€™s vision have combined for a truly effective solution. Connect has led to significant savings for BCH.Â The estimated annual saving for the reduction in outsourced jobs is Â£360,000, with the average job cost reduced from Â£89 to Â£79. Connect has led to savings of Â£11,000 of fuel and 2,000 hoursâ€™ worth of travelling. These hours are now used for doing more repairs.
Connectâ€™s stock control means BCH have been able to close their depot, saving an overhead cost of Â£260, 000. BCH have also won two awards in partnership with Connect: Best Direct Labour Organisation at the National Housing Maintenance Forum 2011, and the Innovation in Housing Technology Award at the Housing Excellence Awards 2010.