Acis Group achieve operative autonomy with MRI Repairs

Acis Group embarked on a repairs transformation project, transforming how their in-house engineers proactively respond to everyday repairs and maintenance tasks. Acis and MRI Software worked together to create and develop a technical solution that through meticulous planning and dedication achieved remarkable results within a commendable 12-month timeframe.

Using the streamlined solution, engineers are self-sufficient from diary management and job scheduling, right the way through to job completion.

• Engineers can directly speak with customers, book appointments, diagnose the repair in-advance of visits and ensure they have all the tools they need for a first-time fix.
• Engineers have complete ownership and accountability of their jobs and feel empowered to manage their own workloads.
• Customers are kept up to date with appointment reminders and engineer ‘on-route’ notifications, with real-time surveys to ensure residents are satisfied with the work delivered.
• Acis Group have greater visibility of repair statuses. With improved reporting, Acis Group have achieved zero out of time repairs, meaning every job is completed on time.

By better equipping engineers with mobilised data at their fingertips and giving them control over their diary management, Acis Group have successfully maximised job completion rates through localised working.

Operative Autonomy has allowed quicker, more cost-effective job completions to a high standard that our customers deserve. Prior to using this technology, it may have taken up to three weeks for a non-priority job to be completed.  We are proud to say that this is now taking on average less than seven working days.

Jason Broughton, Head of Repairs Delivery at Acis Group

Measurable benefits to Acis Group and their customers

Since the launch of Operative Autonomy, Acis Group have boosted service delivery with multiple benefits experienced all-round. Firstly, planning teams who were previously handling responsive repairs are now able to focus their time on other complex or urgent customer matters.

Our Customer Support Team no longer request job updates, as day-to-day repair jobs now go straight to the engineers themselves who are communicating with the customers directly. By simply freeing up phone lines, customer teams can better prioritise and act faster in other areas.

Jason Broughton, Head of Repairs Delivery at Acis Group

As customers are talking to engineers straight away, the time it takes to create an appointment is significantly reduced with engineers booking jobs directly into their diaries. Engineers have the agility and flexibility to schedule jobs and ensure their day is well optimised, sometimes even booking jobs on the same day if they are available. Cost efficiencies arise by localising engineers. With a diagnostic-style conversation taking place with the customer before the visit, engineers are better informed with the scale of the repair and are prepared with the right equipment to ensure a first-time fix. This reduces the likelihood of re-visits, reducing overall fuel consumption.

Whilst MRI Repairs was implemented back in May 2022, Acis Group have been able to provide engineer feedback to MRI Software, who then refined the software development further. As a result of this collaboration, engineer feedback on the software has been incredibly positive with one engineer stating;

It works very well, I am able to plan my days with regards to bunching jobs together in the same area. I am able to diagnose issues prior to arrival knowing that I have the correct materials on board, I have been getting very positive feedback from customers with regards to the time from reporting the issue to getting them resolved.

Acis Engineer

The improvement in customer satisfaction is an incredible marker for the success of this project. Acis Group have seen a significant reduction in missed appointment compensations given to customers since implementation. Since December 2022, Acis Group have achieved an average 95% overall job satisfaction. This is a real-time response from customers who are responding to a survey via text, Customer satisfaction responses are in the region of 300 each month, representing 25% of completed repairs. These survey engagement figures alone are impressive, considering previous transactional surveys were yielding 5-10 responses per month.

One of the many positive feedback comments has been “Grateful to have a landlord like you. Renting has become a dream.” Feedback is also an opportunity for continuous improvement. For example, In the event of a dissatisfied resident, Acis Group follow this up with a phone call to ensure residents are heard and there is a plan to rectify.

Measurable cashable benefits

Whilst there is the initial software cost to take into consideration, Acis Group are confident that the move to Operative Autonomy will deliver a positive ROI within 12 months. Money is certainly being saved by streamlining the repairs service and redistribution of resources.

We envisage the operational efficiency savings to be in the region of £50,000 per annum, savings which will be put to better use elsewhere within the organization. The improvement of first time fix alone saves 16 tonnes of carbon and around £10,000 per annum. There have been instant reductions in unnecessary visits culminating in carbon reductions and time savings for both engineer and the customer. Printing costs have also significantly reduced as customer satisfaction surveys are now digitally enabled. 

Jason Broughton, Head of Repairs Delivery at Acis Group

Acis Group have introduced contractors to the sub-contractor portal of the Repairs solution, which benefits the organisation with real time data and improved invoicing processes. From a commercial perspective, and working with different suppliers for materials and supplies, Acis Group for the first time are getting greater visibility in costs thanks to MRI Repairs. With better visibility of current spend across various suppliers, decisions can be made to negotiate better contracts and seek out better pricing on supplies and materials.

Working with MRI to achieve transformation goals

The key transformations for Acis Group have been to mobilise data for localised engineer teams, empower them with all the information they need, and provide them with a sense of ownership of task from start to finish. This single point of contact not only streamlines processes for Acis Group, but it is also well appreciated by residents as their interaction is directly with the engineer.

Since implementing Operative Autonomy, Acis Group have been actively engaged with other housing providers, sharing their journey and experiences. On one occasion, Acis Group spent considerable hours engaging with a housing provider, illustrating exactly how the solution works for their reactive repairs operation, but also how it could work for similar environments.

Whilst the technology has been developed by MRI Software, it has been shaped by the practical daily experiences of engineers, who are feeding back on what could be improved. For Acis Group, the shift to Operative Autonomy has improved first-time fix rates, reduced costs and has enhanced customer service. 

Other organisations who may want to follow a similar approach would need to ensure their in-house engineers or contractor teams are actively involved in the process from the beginning, to ensure they share and are onboard with the organisations vision. This would need to be followed by access to the necessary training and education to fulfil new ways of working.

Lorna Given, Product Director at MRI Software

Acis Group’s Operative Autonomy powered by MRI Repairs has been shortlisted for Most Innovative Property Service at The National Housing Maintenance Federation (NHMF) Awards 2024.