Castle Point Gas and Heating Case Study

About

 

Castle Point Gas and Heating was founded in 1982 by Managing Director David Wells whose ambition was to offer a high quality of gas heating service in the local community and to create a business that would offer training and work opportunities for local people in the South East of England.

 

Thirty years later Castle Point Gas and Heating have achieved that vision. Most of their team of over 50+ engineers are local and trained as apprentices with the company, offering quality gas, heating and electrical services to households, commercial premises, local authorities and housing trusts.

Situation

 

“We were using an old Sharepoint software to manage our services, and phoning jobs through to engineers. When a tenant called in, we couldn’t easily find their property and job information.” explained Chris Falkus, Gas Manager.

“We were also experiencing problems with paperwork, namely the loss of it and paperwork turning up in dog ends. We have to produce document packs for our Housing Association clients, containing Risk Assessment’s, CP12’s, and Boiler Commissioning Checklists etc. and send them off within 7 days, and so if we missed the deadline, a 60 day payment would turn into a 90 day payment.”

The company was also experiencing issues with Housing Association tenants complaining that Engineer’s hadn’t turned up, when they had.

As the company continued to expand, the pains grew worse and Chris set about trying to find a solution to their problems.

In early 2016, after testing various job management solutions which weren’t suitable for their needs, Chris started to speak to Development Companies with a view to building a bespoke solution.

“We had been on the lookout for a new system or about 2 years and hadn’t found what we were looking for. We then looked into developing our own system in-house, which was far too expensive and would have meant a great deal of time input from ourselves, time that we just couldn’t dedicate.”

After searching online for ‘Gas Apps’ Chris came across Propeller.

“Until I found Propeller I hadn’t come across a job management system which did everything that we needed.”

Solution

 

The Propeller solution has provided Castle Point with a full job management and CRM system with which to manage and record all customer and property information, jobs and engineers.

“Now when a customer calls in, we can just ask for their postcode and with the press of a button, look at all the history and see photos – proving the Engineer had attended and detailing what work has been done”

With the Propeller system, Engineers can take photos while on site that are stored with a time/date stamp within the system. As well as proving that an Engineer had tried to visit the property, which solved Chris’ problem, this feature is also being used by the Castle Point call-centre team to better advise customers over the phone, potentially preventing a call-out.

The issues with paperwork going missing or being damaged were also completely eradicated in line with the implementation of the new system, with all paperwork now being produced digitally.

“By cutting out paper, we are now able to quickly and easily create and send the document packs to our Housing Association clients, within 7 days, ensuring no more missed deadlines and no more late payments.”
“Our clients have embraced the new system and they have come massively on-board.”

Initially Chris and other members of the management team were worried about how the Engineers would react to the new system, he explained, “We had some resistance from engineers at first but now they won’t be without it! Surprisingly, the older ones who we thought would struggle most with it have taken to it better than the others.”

Results

 

In addition to the major financial improvement, with their ability to deliver the document packs to their Housing Association clients quickly and get paid quickly, Castle Point have identified a massive efficiency improvement in time-savings for their staff.

The Castle Point team have 52 users on the system and have estimated that by implementing Propeller Job Management Software, both Engineers AND Administrators have saved 2 hours EACH per day.
That is Return on Investment of: 5,900% for Engineers and 1,900% for Administrators

Find out how Engineers and Administrators have saved time using Propeller:

The issues with paperwork going missing or being damaged were also completely eradicated in line with the implementation of the new system, with all paperwork now being produced digitally.

“By cutting out paper, we are now able to quickly and easily create and send the document packs to our Housing Association clients, within 7 days, ensuring no more missed deadlines and no more late payments.”
“Our clients have embraced the new system and they have come massively on-board.”

Engineers:

 

  • Cuts down the questions raised by the engineers and thus reduces calls into the office with queries
  • Repair works: it has cut down time involved in engineer reporting back with part, then sourcing and pricing part, then contacting client
  • No repetition of data as this is generated from inputting the job
  • Benefits of uploading useful and required info to the Engineers onsite – RAMS (Risk Assessments and Method Statements)
  • Reports: no need to return to office to check
  • Cut out time taken on the phone to receive jobs
  • Re-doing lost/damaged paperwork
  • Ability to advise customer on the phone due to being able to see full property history notes and photos – preventing a call out

Administrators:

 

 

  • Cuts down the time in planning routes as the full address details and phone numbers are available at the touch of a button
  • Cuts down the questions raised by the engineers and thus reduces calls into the office with queries
  • Reduced the admin time within the office
  • Track the engineers and the work allocated
  • Quick reference by postcode search to find who the Client is.
  • Improvement in turnaround with Handover packs to the Client – This has a financial impact – no penalties incurred for late paperwork – invoices generated upon works completion and Clients have less excuse to withhold payment as documents have all been sent electronically.
  • No repetition of data as this is generated from inputting the job
  • Benefits of uploading useful and required info to the Engineers onsite – RAMS
  • Reports: no need to return to office to check
  • A log of all jobs and whether they have been invoiced – thus ensuring that all jobs are invoiced properly.
  • Cut out time taken on the phone to relay jobs to Engineers
  • Eliminated time taken to find property/job information when a customer calls in
  • Re-doing lost/damaged paperwork
  • Ability to advise customer on the phone due to being able to see full property history notes and photos – preventing a call out

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