HomeServe to Roll Out its 1st Touch Mobile Technology

HomeServe announces the roll-out of 1st Touch mobile technology across its entire Plumbing and Drainage operations. The contract follows a successful pilot project with a number of HomeServe's plumbers and drainage experts who have been using 1st Touch's handheld technology.

The new mobile solution comprises new dynamic appointment scheduling and 1st Touch's highly adaptable technology, enabling the development and management of tailor-made forms on handheld devices such as PDAs.

Kevin Carter, Programme Manager at HomeServe, commented: "With some policies sold on a quick response promise, we needed a highly responsive back-office system to support our staff and the company's rapid growth. The flexibility of the 1st Touch technology means that we can easily adapt the solution to suit everybody's needs."

In the back office, HomeServe has replaced paper based appointment scheduling with a dynamic scheduler from Servicepower. This means that engineers are notified of jobs one at a time, and if one job overruns, the dynamic scheduler will re-assign later jobs to other engineers, to help ensure that all response times are met.

The engineers use their PDAs and the 1st Touch forms to keep in touch with the office throughout the day. They send back details of jobs done and time completed, sign-off from customers, bookings for future visits, and make phone calls. At the same time they receive details of their next job.

HomeServe's General Manager, Ian Shipley, adds: "We have already enjoyed increased service and productivity, and look forward to realising further benefits as the solution is rolled out across the company."

HomeServe has plans to continue extending the application of its mobile solution, both across its workforce and across its activities. Further developments will include managing reporting of parts used and replenishment more efficiently, and integrating the solution into the company's CRM system. HomeServe will continue to work with 1st Touch to extend and expand the solution.

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