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Technology, a foundation for service excellence

Lovell, the nation’s complete housing provider, builds, refurbishes, regenerates, maintains and repairs homes and communities across the UK.


Its directly-employed workforce includes more than 700 engineers who provide services for more than 350,000 domestic and commercial properties across the UK. It has carried out over 311,000 repairs or service-related visits in the last 12 months.

Lovell needs to process repair details and report on jobs efficiently and quickly for 352,000 homes nationwide. To be able to achieve this, Lovell identified the need for a solution that could automate inefficient and resource-intensive processes like, engineers having to spend time updating paperwork and logging job details over the phone and on spread sheets. It was recognised that this would not only maximise engineer time but also improve business analysis.

Adopting automation

Having worked with Lovell since 2000, we helped implement a workforce management solution that has removed any manual part of the process that doesn’t add value, and automated it to improve engineer performance. The engineering workforce has now become used to adopting mobile handhelds and no longer needs to complete paperwork.

Improving the customer experience

Lovell benefits from access to real-time statistics and accurate numbers to show how it is performing on customer visits and first time fix rates. This enables it to make changes to processes more or less immediately, which directly impact performance and service levels. Through the use of the customer service survey Lovell can effectively monitor service levels in real-time and feedback to staff and customers quickly if something goes wrong.

Specific examples of service improvements since technology implementation include:

  • Improvements in first time fix rates
  • Improvement in customer satisfaction feedback
  • Increased productivity
  • A reduction in costs
  • Complete transparency and clear audit trails
  • Real time information from site

A familiar tale?

Prior to the mobile solution implementation, Lovell had limited visibility of issues occurring on customer sites, and no way of accessing key performance indicators quickly. This lack of real-time information meant invoicing could not be carried out immediately and accurately.

If the Lovell story sounds familiar, or your customers would benefit from increased first time fix rates, accurate appointment setting and arrival times, contact us.

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