Summary
In terms of communication and visibility, it's improved our business no end. It's actually our processes that have been catching up with the solution,' says [Doug Graham]. 'What it's done is expose how weak some of our processes are and the controls around those processes. You've got to appreciate gas is a tough product.
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Ghost in the Machine
As a service organisation, you know something's got to give when you've got a ratio of one administrator to every two engineers out in the field, and those engineers are generating and sending back to central office approximately 12,000 pieces of paper every month. It's not exactly a recipe for streamlined efficiency and success. But this was exactly the situation that Homeserve Servowarm found itself in a while back.
As one of the UK's largest gas central heating companies, with over 40 years' experience in what is an extremely challenging industry, its antiquated workflow processes were start...See the full content of this document
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