As part of its post-merger transformation programme, Pobl Group commissioned performance specialists Vantage to re-design its assets team’s structure and repairs and maintenance operating model.
As a result of the merger, Pobl found itself running two repairs teams spread over a wide area, each with its own IT systems and ways of working. Pobl appointed Vantage as its strategic advisors just before Morgan Sindall, its previous repairs and maintenance provider, pulled out of the West Wales region.
Working with Pobl’s operational teams, Vantage defined the systems and processes required so that all of Pobl’s teams were ‘playing in the right positions’. Following advice from Vantage, Pobl introduced Cloud Dialogs’ service management software for appointment booking, dynamic scheduling and mobile working. The introduction of Cloud Dialogs considerably improved Pobl’s repairs service, with customer satisfaction ratings reaching 94 per cent.
Wayne Harris, director of assets, Pobl Group, said, “Without Vantage’s help in redesigning our service approach, the Cloud Dialogs implementation would have been extremely difficult.”
Following the Cloud Dialogs implementation, Pobl’s call-centre staff can now instantly book tenants’ repairs and assign new jobs at the touch of a button, operatives can easily upload photographs of their work to a central system, removing the requirement for on-site checks, and electronic updates and reordering of van stock levels has reduced waiting times and minimised unnecessary journeys to builders’ merchants.