The UK's leading provider of home insurance repairs and emergency services to the home, Homeserve, has deployed Infomills PartsArena solution for their mobile service team.
With their 150 CORGI-registered gas engineers, Homeserve offer 365 days-a-year service for domestic, heating systems. Their engineers can repair virtually any type of boiler and also offer an installation service for new highly efficient condensing boilers. Homeserve also offer gas heating breakdown cover an increasingly popular option for householders and businesses alike. Based from centres in Burton-on-Trent and High Wycombe, and with their own CORGI-approved training academy, they offer a national service across mainland UK.
Homeserve has grown significantly in recent years. As a result they have found a need to ensure that all of their service engineers have access to the same technical information while on site. Because they service a very large range of heating equipment, there is a need for a vast amount of technical information. Providing such an amount of data to all their field technicians in paper format is obviously impossible tens of thousands of pages would be required. Consequently, Homeserve needed a solution to their technical requirements.
PartsArena proved to be the most practical solution for Homeserves needs. PartsArena includes diagrams and associated information for most heating equipment in the UK. All of this is available in a number of forms (including web-based or on laptops), but the most convenient platform for Homeserves engineers was to use the Pocket PC version. Homeserve engineers were not equipped with Pocket PCs beforehand, but they saw that PartsArena could improve efficiency so much that they rolled out the solution to their entire national service force.
PartsArena is the only product that meets all of our needs, comments Doug Graham, Homeserves Finance Director. It has all of the technical information our engineers need and it is amazingly quick and simple to operate.
With PartsArena, Homeserves engineers have access to technical diagrams for all of the equipment they service. Using either linked hotspots or the part search facility, the engineers can rapidly identify and locate required parts including the correct manufacturers part number.
As well as providing the parts information that the engineers require, PartsArena also integrates with other solutions that Homeserve has deployed. They have added mobility and scheduling solutions onto their Pocket PCs, provided by Cognito and CS Group respectively. PartsArena links seamlessly to these so that a record of parts used by engineers is automatically kept invaluable date for not only record-keeping but also for trend analysis.
PartsArena has been an instant hit with our engineers, states Doug Graham. They are able to identify required parts much more quickly than using paper manuals. They also know that whatever they come across, PartsArena is likely to provide the answer. When they are on site, they can now fix problems much quicker which not only delights our customers, but has made our whole operation more efficient.
PartsArena has made Homeserves mobile workforce more efficient and allowed them to do their job better something that matters to customers who need their heating fixed during a cold spell.
As Homeserve continues to grow, PartsArena will be an essential tool in the engineers armoury.
For our guys out on site, their Pocket PC is now as important to them as a spanner or wrench, continues Graham. If theres anything they dont know, that is where they look first.
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