LMAC Group Ltd increases its field management performance and productivity by implementing the award winning job management solution ‘Oneserve’, which includes ‘localz’ a real-time customer updates and mobile operative tracking system, to help achieve maximum efficiencies and support clients, and their residents, needs and requirements.
An exceptional quality service is paramount to our project delivery to our clients so, we have partnered with Oneserve who will provide us with a fresh approach to work planning, service delivery and performance management, all in one highly intuitive system.
The field service management software will seamlessly unite our office teams with our site-based colleagues, through desktop and mobile applications. This empowers our staff to deliver service excellence with efficiency and compliance at the centre of everything we do.
Oneserve will provide benefits to us by:
Allowing our team to work collaboratively with the right tools and information at their fingertips so they can deliver a better, more consistent service.
Uniting our office team, customers and subcontractors through cloud-based software, portals and a bespoke mobile app.
Using a single system to manager our service delivery meaning data is captured in one place, providing a detailed audit trail of our work.
Ensuring our operational teams are working to the same processes and insight generated from reports and analytics we can easily identify and make efficiency gains.
This new system will create efficiencies as it simplifies scheduling of appointments and ensures we send the right engineer for the right job at the right time. It allows us to build forms, including surveys, health and safety assessments and customer satisfaction forms to operative efficiently whilst evidencing our compliance in our service delivery. We will optimise our job processes with ease by having the ability to self-administer our workflows and keeping all processes in one location, making changes quick and simple to implement. Finally, we will have access to analytics so we can present information about our job processes in an easily digestible format, enabling us to effectively interpret and share essential information with our teams, clients and their customers.
Additionally, we will be launching localz in parallel with Oneserve. Localz will seamlessly integrate with Oneserve and create live alerts which will automatically be delivered to our clients residents on the day of their appointments, keeping them fully informed about who is arriving, what time and how far away they are right now. This will provide a more timely appointment reminders and will reduce costs due to non-access events. This improvement in communication will provide more flexibility for our clients customers as they will have real time information of when operatives will be attending their property to ensure they will be at home.
Once the appointment has been completed the app sends the resident a notification asking for their valuable feedback on how satisfied they were with our performance. This means we can continually improve our service delivery to achieve 100% customer satisfaction.
