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News & Events

Keeping you up to date

Steve Alderson

SVP Service Operations

Recent Posts

Kerridge Commercial Systems and Cognito partner to speed customer service deliveries and streamline costs

Posted by Steve Alderson on March 21, 2013

Newly integrated K8 electronic proof of delivery (ePOD) system optimises distribution and logistics

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Technology, a foundation for service excellence

Posted by Steve Alderson on February 7, 2013

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.

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Addison Lee, “Massive growth is all down to embracing technology”

Posted by Steve Alderson on January 30, 2013

As you may know, our customer Addison Lee is a pioneer in embracing technology to drive growth, reporting recently that its free iPhone app generated £50 million worth of bookings throughout 2012.

What you may not know is that John Griffin and Lenny Foster co-founded Addison Lee in 1975 in an office above a kebab shop with only one car. Since then, the company has enjoyed much success:

- Almost ten times the size of any other London minicab company

- Europe’s largest supplier of private hire services with over 16,000 customers including 50% of the FTSE100

- Undertakes up to 32,000 journeys per day for around 10 million passengers each year

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Technology and the people: the BAXI heateam story

Posted by Steve Alderson on July 12, 2012

BAXI heateam, the service division of BDR, sees service excellence as a differentiator in a very competitive market place. Its strategy is to drive performance through the use of technology and uses a mobile workforce management solution to achieve excellent levels of customer service, as benchmarked against competitors and service providers in other industries. The use of technology has been responsible for BAXI heateam’s 98% first time fix rate and 92% ‘good’ or ‘excellent’ customer service rating, but technology is only one piece of the puzzle.

For BAXI heateam, the key to the successful implementation of a mobility solution was to ensure buy-in from those who would be using it, the engineers in the workforce. It realised very early on in the process that it needed to engage with the engineers and get them bought into the technology and the change.

How did BAXI heateam do this? Steve Randall, Service Operations Manager at heateam explains

“In order to ensure successful adoption of the new workforce management solution we identified two engineers who would be part of the whole implementation process and would be included at the specification, development, testing and delivery stages.

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UK service culture hots up with customer expectation driving technology demand

Posted by Steve Alderson on August 5, 2011

Workforce management company reveals rise in SLAs and record period for customer sign up

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