Totalmobile to digitalise workstreams for service efficiencies and improved customer experience

Totalmobile, a UK leader in Field Service Management software solutions, has been appointed by bpha to improve customer access to its services through an integrated digital service.

The project, due to go live by the end of 2022, will see the Bedfordshire-based housing association with over 19,000 managed homes and 500 staff, insource the service and digitalise all planning and scheduling for repairs and planned works. The project will enable full visibility of all works scheduled or in progress, enable greater transparency of the works process from start to end, and ultimately deliver better customer service.

Job management software, Connect, and mobile workforce management solution, Mobilise, both from Totalmobile, will be deployed to provide an easier-to-manage service. The solutions, along with other field service management capabilities, will also enable the clear measurement of workforce productivity.

The new service will use technology to get closer to the customer through remote assistance video technology and be able to triage potential works before sending someone onsite. This will reduce the need for many pre-inspections for surveyors and increase the number of jobs able to be completed correctly first time.

The service will also provide managers with a holistic view of the service, with every contractor integrated into it to improve planning, management, and customer communication. A customer relations portal will be available, providing the repairs service contact centre with more control and visibility of the whole repair journey. This portal will also integrate with a contractor portal. A field service app on a mobile device will be used by surveyors and operatives completing repairs to access and report on jobs and help bpha meet its health and safety obligations.

Mark Earle, head of inhouse maintenance for bpha said: “The main engagement most customers have with us is through our repairs service. We manage over 19,000 homes. Keeping them all safe, warm and in great repair has a huge impact on how customers rate their overall experience when dealing with bpha.

“Bringing our repairs and maintenance service in house means that when our customers report a repair, it will be undertaken by a bpha colleague, who lives by our values, and puts customer satisfaction at the heart of everything they do.

“During the last 12 months, we have consulted with customers extensively. We asked about their experience and how they wanted it to improve. In designing our service, we are incorporating feedback to ensure it delivers what our customers have told us they would like.”

Mark continued: “We chose Totalmobile as it was the only provider that could do everything we needed, and the solution meets customer need perfectly.

“We will get complete visibility of the repairs process from top to bottom through easy to use dashboards, we will be able to understand exactly how much a job will cost in advance, schedule the works with the utmost of efficiency, and ensure our contractors and customers are well informed.”

David Webb, MD Property and Facilities Management at Totalmobile said: “We are seeing an increase in demand for technologies that empower housing providers to take more control of their services and enable them to have complete transparency of the operation. This visibility and control enables them to manage costs, continually optimise housing services, and get closer to their customers.”