At the end of 2009 dozens of you responded to our Service Partner survey to give us feedback on:
• The OrderWork Portal
• Our Service Delivery team
• Service Partner Network
Things you loved:
• Ease of use of the Portal
• Our Service Ethic
• The Portal’s ability to make your business more efficient
Areas for improvement:
• Overall Depot pick-up procedures and wait times
• Listening to Service Partners
• Facilitation of CRB checks
The OrderWork Portal – We spent 2009 making it easy for our clients to do business with us. Our online booking tool enables clients to book fixed price, fixed scope orders for work nationwide and on-demand without technical or geographic constraints. In 2010, the portal will evolve further to improve our back end delivery for Service Partners.
You asked and we listened:
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“Work orders to print on only 1 A4 sheets”; “Have client info at top of work order.” – We have changed the portal, so that the online work order reflects the entirety of the work order, while the printed work order includes only the on-site scope of work and client information. Most work orders now print on an A4 sheet.
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“Calendar of all scheduled jobs” – From the My OrderWork homepage you can now view your current and upcoming jobs.“Automatic release of funds” – To help those who are too busy to get their invoices processed, we are now automatically release funds for any work order that is more than 15 days past its due date.
Service Delivery team – Responses were very positive. The service delivery team works hard, and balances the needs of our clients, the end users/consumers, and service partners. They do it well, and here are some of the ways we are getting proactive to improve.
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“Be more accessible”– After a 184% increase in year on year volumes we have increased our service delivery team in proportion. Service Partners are encouraged to use our main OrderWork line 0845 373 3572 when contacting us – particularly because we have an office move coming up in mid-February.
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“Depot Sheets not being received early enough”; “Long waits for collection of products and parts at depots” – We recently updated the portal to improve depot sheet delivery. There are a few depots that are especially challenging for collection procedures. Dan Richmond will address each depot with a goal to radically improve wait times for engineer pick ups. If you have any ideas to improve the depot collection process at your local depot please contact Dan to discuss.
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“Listen to installers more” – Great point. We recently brought on Tom Kinchesh as Service Partner Network Manager – so that he can lead a team that works directly with our Service Partners to vet, approve, and work with Service Partners to continuously improve our service performance. We conduct Service Partner surveys every 6 months if you have feedback or a new idea - call Tom Kinchesh on 0845 373 3572.
Service Partner Network - I met dozens of service partners in 2009 in the field, or in our offices. I was impressed with the level of professionalism and diligence our service partners have, and your quality ratings on work orders backs up our 2CQRS guiding principles. Here are a few ways in which we will improve our partnership with Service Partners in 2010.
Service Partner Network Improvement:
1. “Be available at weekends” – We are currently staffed on Saturdays from 9AM to 5PM. Our weekend staff will only answer on the main OrderWork line – DDI numbers are not supported on the weekends.
2. “CRB Checks” – We have a volume discount with a CRB partner, and are engaged in a project to increase the amount of CRB checked engineers in our network to match the increase in demand from our clients. If you are interested in getting your CRB certificate, please contact Tom Kinchesh in our office, so that he can put you through the application process.
3. “Expand the Network” – Whilst we have hundreds of vetted and quality rated Service Partners, we also have hundreds of Service Partners that have yet to complete their first job with OrderWork. In 2010 we will double the number Service Partners who complete more than 50 work orders.
Finally, thanks to all who responded, you helped us raise money for the British Heart Foundation. For every further response, we will continue our donations of £1 for each completed survey.
Click here to complete the survey – http://survey.orderwork.co.uk/
Tom