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Take a closer look at what's on our mind

Straining to see through the fog, I mist the target!

Posted by Emily Mason on March 25, 2014

Much has been written about the significance of rewarding staff for their efforts at work but it’s easy to get lost in a fog of numbers and competing theories! Google are celebrated as a world leader in this area, but a company of any size can replicate that success through a rewards system relevant to the size and nature of its own business.

People who feel appreciated are more confident about themselves and their ability to contribute. When you give people positive, specific and realistic feedback about their potential, their efforts and their accomplishments, their self-esteem goes up; making them potentially your best employees.

The first step to improving engagement is your desire to create that dedicated and focused workforce…and to reap the rewards for you, your company and your customers.

But how can you accurately recognise who to reward and avoid it being perceived as a popularity contest, or a rite of passage where everybody eventually gets a turn?

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Sustainable Peak Performance Step 1 – In The Field

Posted by Dave Webb on March 18, 2014

In the opening part of this series, we explained what we mean by Peak Performance for service delivery organisations and the challenge of reaching that peak consistently – every single day. Achieving that will definitely deliver better customer outcomes and business success. We identified 3 steps on the road to that success:

1) Mobilise core processes to connect the office with the mobile workers more effectively;

2) Implement a performance management framework and tool set that uses the data flowing through the processes to guide decisions on improvements;

3) Centralise and automate repetitive tasks and release capacity for higher-value tasks.

Today, we are going to address the first step – mobility. It is one of those topics everyone is talking about these days, and no surprise. With the number of mobile/smart phones sold now greater than the total population of the country, it is fair to say this is a ubiquitous technology. But, that does not mean it is easy to implement, maintain and support in the mission-critical context of mobile workers delivering on-site services. Because it is not.

Often, technicians/engineers/delivery drivers have to work in harsh – sometimes hazardous – conditions and all are required to operate out of doors, whatever the weather. That can impose considerable constraints of the technology that will work for them. But, even so, there is no shortage of infrastructure options to consider. Consumer-grade or ruggedized? Which operating system? Which manufacturer? Which applications software – buy or build? Which network operator? On premise or in the cloud? Up-front licencing or SaaS? All contribute to the lifetime cost of ownership and are a big factor in calculating the Return On Investment.

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Solving your service mysteries

Posted by Emily Mason on March 11, 2014

“It is a capital mistake to theorize before one has data”.

But, Sir Arthur Conan Doyle’s wise words don’t just apply to the world of Sherlock Holmes.

Just as Sherlock used his data to solve mysteries, it is beneficial for you too to collect as much information as you can to help solve your service problems.

We know that service managers just haven’t been able to get the detailed information required to make solid judgements and drive individual conversations. Without this knowledge, the ‘evidence’ gathered is sketchy at best. You can’t see the complete picture and so cannot come to an accurate conclusion about why. Knowing what happened, when, and where, is the key information needed to enable you to ask (and get the answer to) this important question.

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Sustainable peak performance – explained and explored

Posted by Dave Webb on March 4, 2014

Do you long to unveil a secret, to see behind the mask? Me too!

A couple of weeks ago, we published a guest posting as a prologue to a series about “sustainable peak performance”. If you cannot recall the heartfelt comments of the author – who we called Mr Anonymous* to protect his career - then you can find it here.

Let’s talk about sustainable peak performance and what that means in the context of intelligent mobile workforce management, to introduce you properly to this topic and what we are planning over this series of posts.

What is sustainable peak performance?

It is about joining two recognisable and important concepts together. Achieving your best possible customer service performance is one thing - and hard enough. Being able to attain that peak repeatedly and consistently is a whole new level of challenge, and one that few attain.

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Welcome to Wayne’s world

Posted by Emily Mason on February 24, 2014

Being visible at work motivates all of us to behave positively. You want to get noticed for going the extra mile and to be recognised for the fantastic worker you are. Of course we all like to go home early sometimes, but you understand that you’re paid for your time and work willingly until the end of the day/shift.

With customer expectations at an all-time high and a squeeze on budgets, there is a growing pressure on Service Managers to not only know where their Field Workers are, but also what they are doing… at all times. Plus, find the hidden potential for current and future revenue that arises from poor or inattentive service; and to harness hidden talent in the mobile workforce.

It’s 12.45pm on a Monday. Mr Taylor had been advised that an engineer will be with him this morning. He’s taken the time off work to be there. He is not a happy man and he’s letting your customer service department know about it! Your systems are telling you Wayne finished his previous job a while ago, but he doesn’t appear to have arrived at Mr Taylor’s yet.

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