of first-time fixes are missed because service teams do not have the correct technical information.
Aberdeen Group, Field Service 2011
British Gas need to arm their technicians with the latest technical information for appliances they service.
Technical content specialists Infomill keep British Gas engineers armed with the latest information. Infomill take on responsibility for updating the service and parts information needed by the country’s largest gas appliance service team.
British Gas need to help their 7,000 engineers identify replacement parts when on service visits. They also need access to technical information, such as pressure settings and fault finding.
This is a mammoth task because of the vast array of gas, and increasingly electrical, appliances that they encounter. As a result, British Gas equip their service teams with mobile devices.
However, equipment is constantly changing. There are around 25,000 item updates every month, which is where Infomill come in. Infomill process these data changes, which are then compiled and disseminated to the engineers on a regular basis.
“Infomill have the knowledge, processes and experience that ideally meet our requirements,” says British Gas’ CIO Bill Sexton. “They are able to deliver what we need in order to keep our own customers happy.”
Keeping customers happy is paramount for British Gas in an increasingly competitive market.
“For British Gas, the driving factor is efficient service,” says Infomill’s Jonathan Ralphs. “They need to ensure first-time fixes. If British Gas are to do that, then they need the right information in the hands of their engineers.”
This contract further strengthens Infomill’s position in the gas heating market. They are already the only company authorised by manufacturers to distribute technical information and now have the privilege of working with the biggest name in the service market.