“We now have more freedom. We can adapt work to suit the needs of our customers.” This gives us more time to focus on the customer.
“We also understand that customers have busy lives, and we want to provide an appointment day and time that suits them. So customers can now report repairs and book an appointment there and then. Before, customers were told they had to wait up to 12 weeks to book an appointment.
Getting it all in place and working well has been challenging, but it’s been worth it.
“We’ve had great feedback from customers. They said the communication has been excellent. When the appointment is in the system, they get a text when it’s booked and when we’re on our way. It’s great for customers because they don’t have to wait all day. The change has been well received.
“We are also seeing more compliments on the quality of the work and fewer issues, especially as we have more control to do follow up work if a job isn’t finished.
“Before, customers found communication to be slow. They had to call us to get the most up-to-date information. Now, we work with our scheduling team, they raise repair jobs and the customer service team to communicate information to customers a lot quicker. This also reduces call wait times for other customers and reassures customers that their repair is in hand.
“That’s not to say that our contractors are not doing some brilliant work elsewhere in the country. I know they are. But, we have found an approach that works for us, particularly for customers."