Despite being at the cutting edge of sustainable heating products our planning of service appointments simply relied on an online mapping website and experience…
NIBE, one of Europe’s leading manufacturers of sustainable energy products, is using Maxoptra to manage its nationwide field service operation.
The dynamic routing and scheduling software has been integrated with NIBE’s CRM to streamline and automate workflows, improve efficiency and customer service. The solution also provides better management visibility of field operations for faster, more effective decision making.
NIBE operates a team of home-based field service engineers who undertake routine service, repairs and warranty call outs for its range of ground source, air source and exhaust air heat pumps. NIBE products are installed in new build developments, traditional property refurbishments, as well as innovative eco homes and off-grid properties across the UK and, are covered by manufacturer’s warranty and a range of extended service plans.
“Despite being at the cutting edge of sustainable heating products our planning of service appointments simply relied on an online mapping website and experience,” commented Phil Hurley, Managing Director of NIBE Energy Systems. “Since implementing Maxoptra we have significantly improved the planning and communication of appointments, evidenced by customer feedback, and improved operating efficiencies. We also now have the information we need to make informed decisions about resourcing and expanding our operation.”
A cloud-based SaaS scheduling platform, Maxoptra, integrates with NIBE’s SuperOffice CRM, fully automating the routing and scheduling of service and warranty call outs. Customer information, including service plan levels and customer contact details, is stored within SuperOffice and, when a service is due, the customer is automatically sent an appointment date. Twenty four hours before a confirmed appointment a reminder is issued before Maxoptra takes over on the day.
Maxoptra builds complex service schedules in minutes, taking into account factors such as the engineer’s start and end location, type, and therefore duration, of call out and an engineer’s suitability for the job. Using powerful route optimisation algorithms Maxoptra has already boosted operational efficiencies for NIBE by minimising the travelling time between jobs. This makes better use of valuable engineer hours and reduces mileage which has a direct effect on costs and environmental impact.
Maxoptra is also boosting customer service levels with positive feedback on the accuracy and timeliness of information. As arrival times are calculated and updated based on the flow of real-time information the customer is kept informed in the run-up to the engineer’s arrival and all paperwork is electronic, further improving the customer experience.
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