Lloyds TSB
Lloyds TSB Group Plc benefits from streamlining their Helpline to provide regional solutions
Lloyds TSB Group Plc, one of the largest employers in the UK, has put extensive effort over recent years into re-structuring their FM service in order to achieve consistently high standards and group-wide efficiency. They have rationalised from one help desk per building to one per region, resulting in six regionally based teams operated by fully trained and dedicated staff, taking calls from around 27,000 customers, supporting around 120 locations across the country. One of the benefits derived from rationalising the Helpline is that FM staff can focus on core activities such as moves, financial planning and health and safety management, whilst the teams of dedicated Helpline operators manage the calls. The decision to have regional Helplines rather than one central Helpline was made so that local knowledge of buildings was retained and customers could be provided with a more personal service.
Challenges
There was a need to increase the operating efficiency within the FM Division, which meant among other things, replacing the paper-based system with a computerised FM Help Desk system, so that the volume of calls could be processed more efficiently and better management information could be made available.
Solution
Simultaneously, whilst implementing an FM Help Desk solution, a decision was taken to change the image and the level of service provided by the Helpline. Firstly, a project team was put in place to review the CAFM offering in the market place. Six products were reviewed and after several months of demonstrations and evaluation, two packages were short-listed. "QFM from Service Works Global was chosen as Lloyds TSB's preferred package," says John Costella, Regional Facilities Manager, Wales & West, "because we liked the data information that the package provided and the product's diverse functionality, gave us plenty of room for growth. We now use QFM to log events and the system automatically faxes the relevant contractor with the job sheet. An important feature is the 'warning' box, which highlights jobs that need chasing. QFM allows us to automatically monitor jobs from inception through to completion. It also provides important monthly reports so that we can see information such as asset and service reports by building, repeat faults and contract performance. This information is then used at monthly meetings so that managers can review contracts and they can be weighted for adherence to contract time scales, health and safety regulations and so forth. We have even set up Service Works Global as a service provider so we know how well they are responding to the calls that we place with them! The implementation of QFM saves us an estimated 15,000+ per annum, plus the increased efficiency that it provides helps maintain the level of service that our customers have come to expect. In the Wales and South West region alone, the Helpline takes around 2,500 event and 5,000 conference room booking calls each month, using three Helpline operators. We are pleased with the speed at which QFM allows us to process the calls," reports John Costella.
Results
- The implementation of the new Helpline service resulted in an increase in the level of customer satisfaction, showing that 96% of customers were happy with the level of service provided
- Cost savings could be attributed directly to the installation of QFM to the value of around 15,000+ per annum
- The Helpline teams were awarded the Company's prestigious 'Gold Pin Award' for excellence as a result of innovation, new initiative and resource management providing benefits to the staff, customers and business
- The extensive management reporting produced by QFM has resulted in improved management of both assets and services with in each building
"QFM has been one of the crucial factors in helping the organisation achieve consistency of standards and group-wide efficiency," reports John Costella. "Accompanied by the provision of access to a regional Helpline, a clear marketing strategy for the launch of the Helpline service, meeting with external organisations to share best practices and most importantly a dedicated team which has been constantly committed to the project's success and the continuous improvement of service that we provide to our customers," says John Costella.