Bridge Heating

Posted by: kevin
Category: Case Studies, Field Service Lightning, Professional Services, Service Cloud

Project Details

  • Region: England
  • Industry: Professional Services/Real Estate
  • Sub Sector: Facilities Management
  • Size of company: 50+ Employees

About the customer

Bridge Heating has been installing and repairing heating systems for over 25,000 UK homes, businesses and communities for over 30 years. The Bridge Heating team offer 24 x 7 x 365 nationwide support and are proud to say that they have many loyal customers from small homes to the Tower of London..

Covering almost every county of England, Bridge Heating works in partnership with four main housing associations to ensure that over 22,000 homes receive a visit from one of their professional and dedicated team of engineers to ensure the safe and efficient operation of their heating systems.

Business Requirement and Customer Challenges

Due to business success and expansion plans Bridge Heating needed a technology solution that will increase efficiency of their entire team, take out manual processes in allocating work to engineers, allow the business to scale efficiently to the high volumes of engineer visits each day.

Requirements included:

  • Manage all customer support issues (cases) and breakdowns efficiently to ensure customer’s issues are solved quickly and as easily as possible
  • Ensure all SLAs (Service Level Agreements) are met or resolved ahead of time
  • Try to resolve any issues over the phone or arrange call outs very quickly where issues cannot be resolved over the phone
  • Efficient Schedule Management for Engineers (closest engineer to the call out with the right equipment, right qualifications, and right stock on each van to fulfill each call out)
  • Engineers need to use a PDA device to see what jobs they are assigned to and to automatically keep each customer up to date on their expected time of arrival down to the nearest 15 minutes
  • Asset management of heating systems for over 22,000 homes and ensuring that every one of these appliances had a certified inspection and service carried out each year
  • Integration with a housing associations database to ensure all information is kept up to date in real time and to receive jobs and updates seamlessly and to automate invoicing
  • Automated Certifications and Letters sent to server to be shared with Housing Associations and mailed to customers
  • 360 Degree view of the customer
  • Improve customer experience with clear and regular call out status updates
  • Multi-Channel Customer management across email, web enquiries (including web chat) & cases and phone call enquiries and cases.

Products implemented

Ignyto implemented the following Salesforce Solutions for Bridge Heating:

  • Service Cloud Enterprise Edition
  • Configured Entitlements to track SLAs which change based on Housing Association and season
  • Live Agent Digital Engagement Studio and Web to Case forms
  • Automated Text Messaging
  • Salesforce FSL (Field Service Lightning)
  • Customised the Account, Contact, Activities Work Order, Service Appointment and FSL objects
  • Built an integration between Salesforce and Grand Union Housing Group
  • Code to push mail merge letters to server for mailing company to send appointment letters to tenants

Results

  • Vastly improved and streamlined allocation of work to engineers to take into account the most efficient routing and matching skills without manual effort
  • Improved ability of engineer to streamline visits and use mobile device to log all work and generate certificates using service reports
  • Improved productivity and reporting capability
  • Increased reporting to Customers on SLAs and visibility of jobs

Integrations

Custom Integration with Housing Association

Length of Project (Days)

150 days

Quote from the customer

“From our first meeting to project delivery, Ignyto have truly been part of our team and worked in close partnership with us. This project has had it’s fair share of twists and turns and been considerably more challenging than we could have anticipated yet despite this Ignyto have understood these challenges, communicated honestly throughout and worked tirelessly to deliver us the first class solution we now have in place. Ignyto truly do have the customer at the heart of what they do and I am confident that Bridge Heating now has a system that matches our ambitious plans and that will grow with us. I would highly recommend Ignyto to anyone considering this kind of complex project.”