Phoenix Gas Services has selected Propeller to streamline the management of repairs, maintenance and compliance services across a portfolio of 100,000 homes.
Specialising in the social housing sector, Phoenix’s services generate approximately 1,000 jobs per week, predominately across the Midlands. Propeller’s cloud-based job management software will enable the business to reduce administration, increase engineers’ efficiency and improve customer satisfaction.
Kyle Grocott, Managing Director of Phoenix, said: “We chose Propeller as we needed a reliable, agile platform to manage jobs at scale, enhance scheduling, and deliver accurate data, supporting our growth plans with full visibility across the UK and an optimised customer journey.
“From the outset, the Propeller team worked closely with us to meet our exact requirements. Due to issues with our previous provider, we had to mobilise fast to maintain service levels for our clients. Propeller helped us to transition around half of the business in just six weeks.”
Intelligent scheduling
Propeller’s technology includes intelligent scheduling which allows servicing appointments to be booked in bulk within seconds, up to three months in advance. Jobs are automatically scheduled based on priority, skillset, location and availability. Over time, the system learns from performance data to improve efficiency and first-time fix rates, helping to reduce both operational and travel costs.
To help reduce no access rates and enhance communication, the software also enables customers to confirm or change their appointments by text.
“Ultimately, we want to embed a single Propeller platform that manages all our deliverables and integrates seamlessly with our clients,” added Kyle. “The ability to share information more effectively will be a key benefit, ensuring we can continually enhance the customer journey and experience.”
Ian Hippach, Propeller’s Commercial Director, said: “This is a long-term partnership that will enable Phoenix to keep streamlining its repairs and maintenance operation, no matter how complex it becomes. As well as significantly reducing admin for support teams and engineers, our software provides the business with more control and consistency, creating a strong foundation for growth.”
