Lightsout IT and software services for Everest Handyman

CORONA from Lightsout Computer Services saved Everest Handyman up to £30,000 in its first year while improving the experience of both customers and staff.
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Everest Handyman

"CORONA enables us to run on six gears instead of five."


Client

Everest Handyman is a home improvements venture which launched in April 2011 with a first year team of 16. It was set up and backed by household brand Everest to provide services to individuals throughout Buckinghamshire, Bedfordshire and Hertfordshire.

Business Challenge

Everest Handyman had been operating on a system of spreadsheets. As business grew the spreadsheets became more complicated and it became difficult to efficiently schedule customers tasks and match them with the appropriate handyman.

They needed a modern workflow management system that would:

  • Rapidly deliver a return on investment as the company was in its first year
  • Scale with business growth
  • Enhance customer service
  • Provide enough flexibility for the business to develop and evolve
  • Help deliver a slick customer experience
  • Provide statistics and business intelligence to increase the accuracy of sales and marketing plans and other senior management decision-making
  • Link back office staff with those working out in the field, providing multi-directional real-time information

Solution

Lightsout Computer Services met Everest Handymans needs by installing and hosting award-winning workflow management software, CORONA.

Development goals included the companys strategic requirements and the wish list from customer service staff. By using this approach Lightsout were able to benefit the entire Everest Handyman team.

By creating a series of fact-finding questions to prompt field staff, CORONA collects information and automatically uses it to contribute towards business intelligence to increase efficiency. Previously this had been manually collected and processed by field staff, a system prone to human error. Examples of this important information include:

  • Parking facilities at customers homes
  • Room dimensions
  • Additional and future work requirements which were noticed at the time of visit
  • Risk assessment conclusions

The customer service team link to the skilled tradesmen out in the field via BlackBerry so scheduling and project details can be updated and made available in real time to achieve smooth transition between each job.

Results

"Tim Finch and the rest of the team at Lightsout were totally in sync with our need to create a culture of change rather than just a piece of software. The dynamic abilities of CORONA perfectly address our needs as a new and growing business and I am sure as we grow the scope of CORONA will expand to help us continue to deliver the highest quality service to our customers.

"CORONA allows our customer services team to confidently and consistently improve the customer journey. Its like the system lets us run on six gears rather than five, commented Simon Haddy, Service Delivery Leader at Everest Handyman.

Business Benefits

  • Cost saving of between 20,000 and 30,000
  • Increased staff morale
  • Minimisation of future staff turnover
  • Improved communication within the team
  • Smoother and more satisfactory client journey
  • Intuitive interface between customer jobs and skilled tradesmen.
CORONA 2012

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