The Problem

As a fast expanding business, Clearway Gritting found the momentum of their success uncovered real areas where business process improvements were needed, to ensure their excellent customer service levels and service quality could be maintained during expansion. Paper-based systems were becoming overwhelmingly time-consuming and an administration burden. Growing site portfolios became almost impossible to manage without the need to hire additional staff.

The ambition to increasingly raise customer care added to the complexities of service delivery and reporting.

Clearway Gritting are contracted to use two software solutions supplied by FM clients to manage and report on service delivery across site portfolios. Clearway Gritting found these third-party solutions did not meet their service delivery requirements and were frustrating to use.

These software solutions did however highlight the business process possibilities that sourcing a good technology partner could deliver.

The Inflowgenics Solution

Inflowgenics winter gritting software and mobile suite has transformed business operations and reporting throughout Clearway Gritting. All paper-based systems have been replaced; streamlining processes and providing continuity and speed of reporting and auditing. Workforce management has moved from complex time-consuming spreadsheet-based processes, to simple, quick selection procedures and template-based schedule management.

Schedules are pushed instantly to field-based operatives’ tablets. Operatives found the app intuitive and easy to use, resulting in the quick and accurate auditing of sites, whilst ensuring that they complied with health and safety requirements. The system has also assisted Clearway Gritting, helping them to attain ISO 9001 accreditation through a consistent approach to field operations, enhancing customer satisfaction.

The Inflowgenics system has become invaluable during emergencies and peak workloads. Direct SMS messaging keeps the management team in contact with field staff, and emergency visits can be instantly pushed to devices, as well as enabling instant rescheduling.

Added Advantage

Inflowgenics worked closely to understand the specific needs of Clearway Gritting. Taking their individual needs on board, bespoke system changes were designed and delivered, resulting in a dynamic, robust, innovative solution.

The Results

Increased customer service effectiveness and customer satisfaction. Increased communication and visibility between Clearway Gritting and their customers.

The difference that Inflowgenics software solutions has made to Clearway Gritting has been staggering. The service management and administration workload in man hours has been cut by 90%, allowing resources to be reallocated to expand the business.

Reporting features have raised customer service levels far beyond those that paper-based solutions could provide. Instant messaging to clients and automatic report delivery keep clients constantly updated. Report service level alerts keep quality levels as high as possible.

Clearway Gritting are winning tenders on the back of the installation of the new Inflowgenics system.