Fortem’s On My Way system, developed in-house, allows residents to track their tradespeople right to their door and give them better indications of when they will be arriving.
On My Way combines real-time data received through Fortem’s Castleton Maintain software, Totalmobile and Juce vehicle tracking software. The system also gives housing providers’ call centres another means to track jobs to help with queries from residents.
As part of improving the customer experience, residents receive a text message the day before with a link to their specific appointment. The link then becomes active on the day of the appointment and once the tradesperson has selected that they are on their way, tracking is enabled, giving a real-time ETA with a map showing the tradesperson’s route.
Repairs and maintenance provider Fortem began a pilot of the system in March 2020 for repairs and maintenance jobs at the properties it maintains on behalf of Great Places Housing. Plans are now underway to use On My Way for all of Fortem’s customers.
Chris Hone, systems director, Fortem, said, “Keeping residents informed of when tradespeople will arrive in the appointment window helps them plan their time better and means more ‘first-time-fixes’. Harnessing our internal development expertise to use real-time data from across our various systems to create On My Way is great for our clients, their customers and our operational teams.”
Fortem went live with its original 10-year deal with Great Places Housing and Johnnie Johnson Housing in June 2019, amounting to £2.7 million in its first year and £12 million per year for the following nine years. Alongside On My Way, Fortem is also developing a customer portal to allow residents to book repairs jobs online.