• work optimisation & job scheduling engine : sophisticated and intelligent multi-criteria job allocation with both automated and manual operative selection. Criteria include skill set, training, location, workload, SLA/ KPI requirements, non-productive events etc.

• visual job scheduling board : browser based, interactive and highly visual with integrated 'chatterbox' instant messaging system for textural messaging between office and field based staff. Real-time display of work in progress, individual job statuses and actual v. planned timeline for each operative.

• management of in-house multi-skilled trade operative as well as external sub-contractors.

• job dispatch to operatives' mobile device : automated in real-time including constant updates for job re-allocation based on changes calculated by scheduling engine.

• flexible job costing : single or multiple Schedule of Rates schemes. XML based transactions with a wide range of financial and accounting systems providing anaylsis at job, expense code and even sub-contractor levels.

• range of mobile device options : standard mobile, Blackberry, smart phone, PDA.

• GPS tracking & mapping of field staff : using either GPS enabled mobile device (e.g. Nokia N95/ Blackberry Curve), standalone Bluetooth GPS device or via integration with NAVMAN vehicle tracking solutions.

• digital pen & paper form completion : paper based forms completed and left on-site but contents transferred electronically to ServiceTrack Web including details of work complete, customer signature, parts used, asset readings etc.

• vehicle, plant/ equipment & driver management : a series of tools to meet Health & Safety, Duty of Care and Corporate Manslaughter obligations.

• van stock control : real-time monitoring & reporting of stock usage, re-order level management and automated links to suppliers.

• real-time KPI reporting : browser based reporting with graphical on-screen, data drill-down and standard file type export (PDF & Excel) options. Real-time financial and operative performance reporting. 

ServiceTrack has been successfully deployed by Bromsgrove District Housing Trust (BDHT) for use by it’s Community Repairs Team for managing it’s in-house trade staff whilst carrying out maintenance of the Trust’s 3,000+ dwellings. From the simple web browser interface BDHT staff are now able to manage field staff, their vehicles, plant & equipment as well as complete stock control for materials stored and consumed.

3 months after go-live the CRT is completing 20% more jobs than prior to introduction of the system thanks to the rule based job optimisation engine. The average number of jobs completed per employee per day is now up to 3.28 and is heading rapidly towards the sector benchmark of 3.7

Independent assessment has revealed that customer satisfaction levels have risen as a result of the flexibility of appointment dates offered to Tenants when telephoning in to report a repair.

"ServiceTrack has been fundamental in helping us achieve our Project Objectives. From the point of first contact our customers now receive the best possible service and thanks to ServiceTrack everything is transparent and traceable to the completion of each job. We are more efficient and profitable whilst retaining flexibility for our operatives."

Jeanette Matthews
Head of Community Repairs Team