Rok Aims for Exceptional Communications with Customers

Rok's business model and strategy will be supported by the software which it believes will create a leap forward in the building and maintenance services sector through improvements in customer service, cost reduction and enhanced workforce productivity.

ClickSoftware will address a number of the perceived failings of the building industry by making sure Rok's technicians can react faster to requested appointments, give more accurate arrival times and arrive when promised.

 

Rok believes the software will assist 1,500 of its technicians and enhance relationships with the end customers by allowing it to deliver exemplary customer service. In addition, ClickSoftware will allow Rok to provide a better working environment for its employees, supporting health and safety procedures and real-time visibility of lone workers.

Rok will use ClickSoftware's workforce management suite initially to carry out repair and maintenance work for the insurance sector, the general public, commercial property owners and housing associations. It will ensure technicians arrive on time, with the right skills and materials to get the job done first time.

Across all sectors, Rok is keen to find ways of reducing operating costs while still improving the level of service to the customer. Housing Associations, for instance, require Rok to demonstrate where it is saving them money. Rok tackled this by looking at parallel industries (Utilities and Hi-tech) for solutions that it could use in its own business to help it adapt and thrive.

After identifying workforce management and service optimization, Rok chose ClickSchedule, ClickMobile, ClickLocate, ClickAnalyze, ClickContact and Street Level Routing from ClickSoftware.

Nigel Lemmon, Managing Director Maintenance & Build at Rok said:

"With ClickSoftware we realized that we had identified a partner whose technology and expertise could support our business strategy".

The company was also able to demonstrate that their clients had been using the software to achieve considerable competitive advantage. Rok will manage a full range of jobs with the application, from tasks involving just one technician and lasting a couple of hours to more complex projects with multiple stages, involving a number of technicians and lasting a few days.

ClickSchedule will automatically optimize the arrival of the right technician in the right sequence to get the job done in line with Rok?s Service Level Agreement commitments. All the required project information will be available to the technicians via ClickMobile on their handheld devices.

They also plan to use these to update progress, such as closing off a job which will then support Rok's billing system for fault free and faster invoicing. ClickLocate will provide a real-time, holistic view of the technicians locations and Street Level Routing will show the fastest path for them to reach the customers.

All this field information will then be passed to a business intelligence tool, ClickAnalyze, which will provide Rok's leaders with a valuable insight into the delivery of its services and where improvements could be made. Rok can readily demonstrate to its customers precisely where its services are driving efficiencies.

A significant leap forward for the industry will be ClickContact which will give Rok's customers accurate arrival times for technicians via SMS or the internet. Customers will be able to track expected arrival times and change appointment times online. Through this investment in cutting-edge technology, we believe we have stolen a march on our competitors.

"ClickSoftware will enable us to provide better service to our customers 24/7, reduce our own costs, provide a better working environment for our employees and easy access to the key performance indicators that are the spine of our business" said Lemmon.

Hannan Carmeli, President and Chief Operations Officer of ClickSoftware added:

"The business benefits to the building and maintenance services sector of ClickSoftware's technology are huge. Rok is well known for pursuing aggressive modernization strategies that give it competitive advantages. We, like them, think this deployment will be a cornerstone for their continued success."

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