Find my Engineer - at the heart of operative efficiency and customer experience
Ensuring residents are home and ready for service and repairs appointments is so important when the impact of a missed service-call can cost organisations anywhere up to £100 per appointment. Whether you are a repairs contractor or a DLO, you can instantly improve first-time access rates, reduce operational stress, and get real-time visibility of your mobile workforce.
Find My Engineer is MRI’s ‘Uber-style’ solution that helps you to keep residents updated at every point in their service call journey helping to reduce missed appointments by providing your customers with a personalised service, that keeps them informed.
Ready to improve engineer tracking?
Kinovo reduced no-access rates by 41% in the first 5 months of using MRI Repairs Web and MRI Find My Engineer.
41% reduction in no-access rate reported by our client
Make no access a thing of the past
Save your organisation time and money by ensuring residents are home and ready for service and repairs appointments.
Build better configurable workflows
Improve resident communication with automated appointment confirmations, re-scheduling, and send residents the right message at the right time.
Transform the day of service
Keep tenants informed on the day of service, so they know when their operative will arrive, so they won’t flood your customer services team with unnecessary calls.
Improve the customer experience
Allow residents to interact with you instantly, using 2-way messaging and measure resident satisfaction with feedback forms and surveys.
51% of customers say their biggest frustration is the failure of engineers to show up on time
Find my Engineer is controlled by the operative and offers real-time location tracking, automated and accurate ETA messages, and real-time feedback to provide customers with the reassurance that their maintenance operative is en-route.
The simple-to-use App helps field operatives to manage their jobs and locate colleagues quickly and easily and gives your office teams live visibility of your operative’s location and their proximity.
Key features
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Real-time ETA
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Chat & Messaging
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Engineer information
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Feedback forms
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Live View
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Self-Service configuration
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Customer Verification
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Reporting
Real-time ETA
Real-time ETA
Real-time ETA and live operative tracking with map display. It takes live traffic conditions into account, giving customers more accurate information.
Chat & Messaging
Chat & Messaging
Leave a message for planners, customer services or operatives with the ability to respond to the resident.
Automated messaging to the customer to let them know when the operative will be arriving, when they are approaching the property and the outcome of the repair.
Engineer information
Engineer information
Enhanced resident safety and awareness with the provision of information about who is coming and their photo.
Feedback forms
Feedback forms
Keep residents engaged following a service or repair appointment by sending instant feedback forms or satisfaction surveys once the job is complete.
Live View
Live View
An interactive map that shows all operatives current location and the status of each appointment, whether the estimated travel time was correct and if the arrival time is going to be alter than expected.
Self-Service configuration
Self-Service configuration
A brand-new UI allows the client to configure and amend how the tracking pages work, the branding and the content/frequency of the SMS’s being sent. Configurable at the client and contract level.
Customer Verification
Customer Verification
A new optional page for an additional level of security, the resident needs to enter the postcode for the appointment to verify that they are the person accessing the tracking pages.
Reporting
Reporting
Report on your appointment data using in-product reporting for Visits, Usage, Operatives and Survey responses.
Find My Engineer helps to streamline the customer journey, assuring our social housing clients with complete visibility of our service standards and job accountability. This comes at a time when tenant satisfaction is key in the social housing sector. Within the software, we can raise a survey post operative visit to ensure we get timely feedback on the services we provide.
I’d certainly recommend other housing associations and local authorities use MRI Repairs. We’ve established really good relationships with everybody and we’re positive about where we’re going with the product.
The introduction of the ‘Find my Engineer’ service has been designed to improve the customer journey for residents and overall customer satisfaction.
We are very proud to be one of the first service providers within the repairs and maintenance industry to have implemented the new technology.
Resources
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Find out more about MRI’s range of technology solutions designed specifically for social housing providers.