Handhelds at the ready!
CarillionAmey understands that the delays getting faults seen to
in a timely manner is one of the biggest issues raised by families.
So we've rolled out over a thousand handheld devices across the
business, each one having been upgraded with new software, that
provides the vital data needed to spot your problem and identify
the tasks to be done and the specialists needed to resolve it. All
in all, the result should be a much smoother experience for
families from when they make their initial call into our
Of course no technology is useful if people don't understand how
to use it. So our training teams have delivered an intense training
package to operatives (our problem fixers), equipping them with the
skills to interpret the data coming from the devices and to make
quick, accurate decisions about what action to take. On top of
that, we have identified 140 people in the business to act as Super
Users, highly trained individuals located in all areas of the
business who are able to share their expertise about the technology
and deal with issues quickly.
We're still in the early days and customers will gradually start
to see the benefits over the coming weeks and months including
reduced waiting times, fewer missed appointments and the right
tradesperson sorting out families issues quickly and