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Case Study #1: Thriving Within Customer Experience 4.0

The Problem:

Utility giant British Gas’ engineers were experiencing challenges fulfilling their call ahead promise when leaving the previous job. Engineers said it was difficult to make contact with their next customer when they were on their way. In some cases this meant they were late to an appointment and the customer had not been informed.

These poor experiences led to anxious customers and increased calls into contact centres checking the arrival time of their engineers.

The Solution:

Localz “On my way” Solution enables British Gas’ engineers to send one-click on the way notifications to their next customer.

Customers receive SMS or landline phone call notifications with a real-time ETA and live map tracking. These notifications also support two way communication, allowing the customer to message or call their engineer back with important information, further reducing chase calls into the contact centre.

In the words of British Gas:

“The utilities industry is currently in a transition from a commodities business to a services industry. Today’s customers are becoming accustomed to services that are centred around their convenience and experience. “Companies such as Uber and Amazon Prime have created new benchmarks for service. By implementing Localz technology, British Gas is meeting and delighting customers with new levels of real-time communications,” said Technology & Innovation, British Gas.

Key Benefits: 

• Reduction in no access rate
• Increased NET promoter score
• Reduced call centre volume

Case Study #2: Easy Inventory Management, That Works!

The Problem:

A big pain point for Safelite Autoglass, part of worldwide leader in vehicle glass repair Belron Group, was inventory management. It is a problem many field service organisations face i.e. who has what parts and where?

Store managers are very busy and Safelite needed a simple, automated inventory management system for them to easily track stock in real-time, manage the stock levels of each van and ensure technicians had the right stock on their van to support with a first time fix.

The goal of the partnership between Localz and Safelite was to provide a digital solution to track their auxiliary stock items in the field, make it easy to replenish in the morning and to empower technicians to make value added sales during an appointment.

The Solution:

Safelite worked with Localz in a way that allowed them to ease the pressure on their own IT group, meaning they could get their product out to market a lot faster. Working with Localz, Safelite now have a dashboard that their store manager can log into and see exactly who needs what for the day’s work and which van has what stock.

From the technician’s perspective their workflow is highly integrated into their existing workflow with the scanning of stock absorbed within their daily check in process.

In the words of Safelite Autoglass:

“Our store managers are very busy. There is now a dashboard they can log in to . every morning and see exactly which van has what wiper blades. The technician process is extremely integrated to what they are doing everyday.” Eliott Asch, Assistant VP, Pricing and Ancilliaries.

“The impact of this potentially is that it could help us offer new products in a very consistent way and also give our technicians confidence that they have the products that they need for their next appointment.” Renee Cacchillo, Executive Vice President, Chief Customer Experience Officer

Key Benefits: 

• Seamless Technician APP Integration
• Supports First-TIme Fix
• Upselling of value added products in the field

Case Study #3: Green, Efficient and Delighting Customers

The Problem:

With a large number of customers joining the movement for greener energy OVO has seen a spike in demand for smart meters.

Focussed on delivering efficient and greener services, OVO needed to streamline its communication platform to help increase first time access rates and provide a positive customer experience.

OVO’s own internal customer experience app was lacking in some automated functionalities, for example, the engineers had to type the SMS or make a phone call to let customers know their ETA.

This was becoming a laborious task for OVO’s engineers and was taking up too much of their valuable time.

The Solution:

Using Localz “On my way” OVO is now able to send automated appointment reminder messages to its customers with their engineer’s real-time ETA and live map tracking.

Localz has transformed OVO’s customer communications platform. Since implementation it has increased first time access rates, reduced “where’s my engineer?” calls and contributed to increasing overall customer satisfaction.

In the words of an OVO customer:

“In one click I could find out all the information in relation to my appointment which I found really useful. I have never seen an energy company provide a service like this and am really impressed by the level of customer service, which I wasn’t expecting at all” - OVO customer. 

Key Benefits: 

• Rapid Scale Field Service Deployment
• IT Supporting Users and Processes
• Reduction of Appointment Abortion Rate

Want to know more? The full white paper relating to this series is available as premium content to fieldservicenews.com subscribers...

sponsored by: 

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, Localz, who may contact you for legitimate business reasons to discuss the content of this content.