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How PartsArena improved first time fix rates for Roalco

08 February 2017

A long-established building maintenance company based in Essex, Roalco successfully handles 7,000 repairs a month in the social housing sector; many of which relate to heating systems.

Optimising time and efficiency makes a staggering difference to the bottom line - every wasted minute has a financial cost and Roalco has proactively developed its operations on many levels to minimise waste and maximise its performance.

Right part first time

Roalco works closely with Graham The Plumbers’ Merchant; its sole supplier of heating spares. Part of the well-known Saint Gobain group, Graham offers its customers a high level of support.

18 months ago, this resulted in Graham supplying Roalco with the PartsArena Pro system to improve the efficiency of Roalco heating engineers whilst delivering a much higher level of service to Roalco’s customers.

Created by Infomill, PartsArena Pro is a market-leading piece of software that can be integrated into many systems or used as a stand-alone aid.

Heating engineers can access PartsArena Pro whilst out on-site and quickly identify the correct part required to fix the job – right part first time.

Graham has worked closely with Infomill to integrate PartsArena into its website for use by account holders, using all of Graham part codes.

In addition, some branches offer the software for use via large tablet screens at the trade counter. With access to technical manuals, exploded diagrams and coded parts lists, the innovative software quickly directs Roalco’s engineers to the correct answer, resulting in accurate parts ordering from Graham.

First time fix rates have dramatically improved for Roalco, since the use of PartsArena Pro in collaboration with Graham.

Comments Gary Last, Contracts Manager at Roalco: “Having Graham as our preferred supplier with regard to the Gas Division has seen many benefits to our business.

"The provision of PartsArena Pro has had a positive impact, not only on the engineer diagnosis of the fault.

"It has enabled an increased first time fix that benefits not only the business but also the client and we’ve seen an increase in our customer satisfaction figures since using it.”

Teamwork that delivers results

Fully aware of Roalco’s service delivery requirements, Graham works in close partnership with Roalco to ensure that they are exceeded.

The merchant even supplies drop boxes at nominated branches, enabling Roalco to pick up and return parts out of hours; significantly reducing engineer downtime.

“We are only as successful as our customers,” says John Chicken Regional Sales Manager at Graham.

“Looking at how we can help them to meet and exceed their performance targets is a key focus for us. With regard to heating spares, identifying the right part and delivering it with speed can make a huge difference and our strength as a national merchant is to use our skills and resources to achieve this whenever possible.”

In fact, Graham is continually looking to enhance the experience for its customers, having recently opened a National Heating Spares Centre that can supply more than 10,000 heating spares same or next day.

PartsArena Pro: far more than the sum of its parts

More businesses are realising that harnessing industry specific IT can deliver a dramatic return on investment. PartsArena Pro helps engineers to complete more jobs per day and spend less time on site.

Return visits are reduced whilst customer service is enhanced.

“A PartsArena Pro licence costs the equivalent of a pint of beer a week! And yet it can save the business thousands of pounds annually and enhance their reputation as a professional operator. Few other tools can boast such an incredible return on investment.

"That’s why more than 20,000 engineers are already using PartsArena daily – whether via support from their merchant or integrated into a maintenance system.

"We’re proud to be supporting our valued customer, Graham The Plumbers’ Merchant in their drive to deliver on all fronts for Roalco,” says Jonathan Ralphs, CEO of Infomill; creator of PartsArena.

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