Saltire increases field service productivity with Aeromark

Industry Sector

Domestic gas installation, maintenance and service


300 engineers

Key Drivers

Help improve the management of the maintenance service to their customers, reduce papaer work and replace redundant systems

Summary of Benefits

  • Maximising visibility
  • Increased service delivery
  • Enhanced communication with engineers
  • Full route optimatisation
  • Reduced costs
  • Improved response times, productivity and first time fix rates


Saltire Gas had a number of systems in place as a result of tactical decision making throughout the years to meet the immediate needs of the business. Whilst the systems worked independently, the lack of integration between the systems and the need for more automation led Saltire to Service Management Expo 2011 with the objective of finding a single solution to modernise its business.

Solution & Benefits

John Clarke OBE, Chairman of Saltire, said “We were working with processes that had been established for over 20 years. Whilst we knew the industry inside and out, Aeromark offered a fresh set of eyes and they’ve enabled us to go beyond business process management and into the realms of business process modernisation. Aeromark has helped us to take a long hard look at our business and provided us with alternative ways to improve the service we offer using their technology.”

Jill Keohane, Director for Saltire said; “Aeromark’s specialist experience within the gas servicing and maintenance sector, working with names such as Worcester Bosch and Ferroli was fantastic news for us. We’ve been working extremely closely with Aeromark to implement its market leading turnkey solution and aligning it to fit our requirements perfectly...Optimatics is already exceeding our expectations.”

Aeromark’s single platform service management and mobile enterprise system encompasses the following areas; call centre software; contract and warranty information; dynamic planning and scheduling of engineers; planned and reactive maintenance programmes; GPS vehicle tracking; PDA workflows; fleet management; full audit history; reporting and analysis; customer portal plus any ongoing developments.

Saltire‘s service management solution sees the business move from using ten disparate business processes, numerous spreadsheets and workarounds to a single solution seamlessly integrated with the Groups’ finance system.


This new approach to service delivery enables Saltire to streamline its operations, improve on the excellent level of service already offered to its customers and easily adapt to future challenges.

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