The challenge

Hurley Electrical Contractors Limited, a £ m+ property management company based in the UK, working in partnership with BPHA wanted to shorten the time it takes to fulfil a repair request by automating manual back office processes and replace paper-based recording for on-site engineers. The key challenges were:

Implement a fully integrated digital solution which would cover all key tasks and processes involved in fulfilling repair requests
Integrate with legacy applications in real-time by developing bespoke integration connectors
Implement business rules and workflow for reducing manual interventions and human errors

The solution

After undertaking a detailed analysis of the manual property repair request, Schnell developed a bespoke digital solution which included a web portal and mobile app glued together using workflow and script-based rules engine.

Workflow helped to automate the job allocation and re-routing process, which shortened the repair life cycle increasing the client’s capacity without increasing costs. The rules engine and automatic pricing calculator removed the need for manual checks which were having an adverse effect on cash flow.

We also worked with the management team to develop custom dashboards that helped the team track KPIs and SLAs in real-time. The daily proactive alerts and SMS integration also helped to reduce re-visits and improve process efficiency.

Overall, the fully integrated digital solution transformed the client’s business by reducing costs, improving their reporting accuracy and increased their capacity to fix more repairs without increase in cost.

The benefits

Smart scheduling – auto assignment of repairs based on skills and geographical area
Improved cash flow by automating billing and reconciling workflow
SLA compliance - warnings and alerts to ensure all repairs are carried out within agreed SLA
Increased first-time-fix percentage
Reduced pricing errors and rejections by introducing business rules and validations