De Alliantie has a true passion for housing and decided to automate the field service for repairs and inspections of nearly 60.000 homes. ORTEC and Sigmax Field Service Solutions supported the housing association in this process.
As one of the largest housing associations in the Netherlands, the Alliantie is strongly affected by new regulations that impact its mission to provide sufficient affordable housing. They are not alone in this. The entire social housing sector is under pressure from these developments.
The Alliantie has a true “heart for housing” and is committed to safeguarding the availability and affordability of homes through optimisation and reorganisation. From this perspective, optimising the field service for repairs and inspections of nearly 60000 homes is essential. This is why the Alliantie chose Connect from ORTEC and Sigmax Field Service Solutions to meet their goals.
Connect’s planning software supports the Alliantie’s planning department by efficiently, real time, and customer focused scheduling 75000 yearly tenant appointments. The planning system also integrates seamlessly with the Alliantie’s other IT systems.
Every day, more than 1000 service calls come in through the Alliantie’s customer contact centre. Wanda van Lingen, Team Leader for daily maintenance at the Alliantie, explains: “Our employees ask tenants a number of questions and enter their answers into the system. Based on capacity, Connect calculates several possible dates on which the work can be carried out in just a few seconds. This allows us to immediately provide tenants with a confirmed appointment.”
The appointment is then sent in real time to the technicians’ planning. On their tablets, they can view all appointment details and start the job right away. When the repair is completed, they close the work order on the tablet. “Because this is visible to our planning department immediately, we have a live overview of what our people in the field are doing,” says Wanda van Lingen. “Thanks to the new software, our 40 technicians can complete multiple jobs a day, allowing us to help more tenants. We also outsource less work to subcontractors now. In the future, we want to set up an option that allows tenants to schedule their own repair requests through our website. We expect that this will give our customer contact centre employees more time to answer other questions.”
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