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Monday, 24 September 2012 11:45

ALHCO, the latest gas servicing company to transform service delivery

As a forward thinking company ALHCO has always embraced technology to help its team of 340 engineers deliver an excellent level of service to its customers across multiple contracts. In 2011 ALHCO 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 ALHCO to Service Management Expo 2011 with the objective of finding a single solution to modernise its business.

ALHCO is a domestic gas installation, maintenance and service provider who installs, services, repairs and replaces gas, oil and LPG heating systems for homeowners, landlords and housing associations throughout the UK. ALHCO in conjunction with North Lanarkshire Council also provides gas and solid fuel maintenance services to more than 60,000 tenants as part of a joint venture arrangement under the name Saltire Facilities Management Ltd.

ALHCO previously had approximately ten business systems in place including GPS vehicle tracking and PDA software. However due to the lack of integration the Group was utilising several spreadsheets and costly workarounds in order to make things fit together. Following a detailed search of the market and a strategic team visit to Service Management Expo 2011, ALHCO selected Aeromark Optimatics as its service management partner. After a full day exploring suppliers stands in order to gain a better understanding of the services on offer and how suppliers work with customers, the ALHCO team visited Roger Marks, managing director of Aeromark.

Marks comments, “Our business is driven by our customers; we’re passionate about optimising their processes in order to deliver the best possible return on investment. By working extremely closely with customers and gaining an in-depth knowledge and understanding of their daily activities we can suggest the best combination of software to deliver optimum results.”

John Clarke OBE, chairman of the ALHCO Group, 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 ALHCO 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. We’re very excited to be working with such an innovative and passionate company and after the initial roll out across three contracts 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.

ALHCO’s service management project will see the business move from using ten disparate business processes, numerous spreadsheets and workarounds to a single solution seamlessly integrated with the Groups’ finance system. The new approach to its service delivery will enable ALHCO to streamline its operations and improve on the excellent level of service already offered to its customers.