Robert Woodhead is an award winning Construction Company operating across the East Midlands and South Yorkshire. Growing steadily since its inception in 1946, Robert Woodhead have developed an impressive customer portfolio and now deliver multi million pound contracts to some of the largest public and commercial organisations in the UK.
To help meet their rigorous customer service targets, Robert Woodhead decided to develop its service management offering as ‘Woodhead One’ – a specialist operation that delivers responsive repairs and maintenance. As part of the business strategy and to support the expanding repairs and maintenance business, the company knew it would have to optimise its customer contact and scheduling activities if it was to successfully balance excellent customer service with high quality operational performance.
Previously using manual spreadsheets and paper based job allocation, the business wanted a solution that would manage the end-to-end field service operation. To successfully achieve these project goals, Robert Woodhead selected mplsystems to design and deliver a seamless end-to-end field service management solution that would include the helpdesk, scheduling and mobile field service. The solution would need to integrate with existing systems and enhance business processes.
In response to customer demand and to alleviate the volume of service requests going through the helpdesk, mplsystems designed a customised self-service portal that allowed clients to log and track jobs themselves. The portal gave customers full visibility of their service requests and meant they could access the portal at any time without having to call or email the help desk.
Once the request has been made, the helpdesk were able to view real time information on the location and status of mobile field workers and to fully optimise job allocation and instantly send a notification update to the field worker via mplsystems customised mobile app technology.
This solution simplifies the service management process whilst improving efficiencies for both Woodhead One staff and their valued customers. Since implementing the solution Woodhead One have experienced significant business growth and 100% increase in reactive job requests in just two years. The portal now manages more than 75% of these reactive service requests, allowing Woodhead One to reduce their outbound call costs, increase service response times and reduce the admin load on the service helpdesk.
Customers no longer have to call or email the service desk to request a job, they are able to access the portal 24/7 and have full visibility of their request from initiation to completion. Clients can also now effectively measure their job requests through instant reporting from the portal and have full visibility of billing to fully understand associated costs, meaning they too can optimise their business operations.
Stephen Gribby, Repairs and Maintenance Director, Woodhead One commented
“The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business. We are continuously reviewing our service delivery efforts and the next stage of the project is to encompass our payments system into the portal to achieve a more unified approach across the business”