Read the full case study.
The catalyst for transformation at British Engineering Services was creating a new company, separate from RSA, seizing the chance to stand out in the market and deliver on ‘making Britain a safer place’. Capacity planning was fundamental, alongside outside expertise with Visitour scheduler from FLS. Reliability comes from effective end-to-end planning, delivering the highest quality inspections, on time, every time – an exceptional customer experience. Engineer surveyors remain a key part of the planning process and lifestyle flexibility has been a massive win too. It’s created a customer-driven and flexible mindset and removed traditional territorial boundaries. This is a human organisation that everyone feels part of. Three years on and the evidence is clear – sales up 100%, customer retention up 15%, huge cost savings and delivering the best service in the market.
Key Results
- Customer retention up by 12%
- Cost savings c10-15%
- 50% reduction in wasted downtime in 2018
- 74% improvement for ‘on or before’ SLA for the largest clients
- 100% rise in sales performance in 2018
- The best service in the market
British Engineering Services the UK’s biggest independent engineering inspection, testing and certification company. 450 highly qualified Engineer Surveyors perform 2.8 million inspections each year, supported by 20 Planning Team members using online reporting systems and FLS Visitour scheduler.
First published in the 2019 Best Practice Guide