Oct/Nov 2006

A field service solution is being rolled out to 750 mobile engineers in the Dyno Group, a subsidiary of British Gas, as part of a wider project to implement a business-wide service management, scheduling and mobile system in the organisation.

The contract is being handled by Aspective, which is basing the solution on Oracle's Siebel Customer Relationship Management system.

Dyno Group is reckoned to be the UK's leading franchise network for emergency building repair and maintenance services. The new system aims to improve communications across Dyno's franchise network, as well as reducing-time consuming paperwork and driving efficiencies across the organisation.

Dyno Group is said to operate a particularly complex franchise business model. It has to take account of multi-tiered contact management, scheduling, billing and payments for work completed. Moreover, the work is often done on behalf of corporate customers such as insurers who have strict reporting requirements.

 

According to Clive Smith, head of the Dyno Group business: "Siebel CRM far exceeded the alternatives in terms of functionality and flexibility. It is also Internet-based, enabling us to connect to our franchised branch offices without the need for local software installation."

He says the company chose Aspective "because they demonstrated an excellent understanding of our business model that impressed us from the word go". Also Aspective offered over a 100 customer references, "and those we chose enjoy exactly the sort of relationship we were looking for."

The system will be rolled out to nearly 500 other Dyno and franchise users in addition to the field engineers. They will be able to communicate job information in real time using wireless hand-held terminals. Major account customers will also access the system directly via the Web.