Headquartered in Bochum, VONOVIA is Germany’s largest residential property company. It lets, manages and maintains to a high standard approximately 220,000 houses and apartments, 43,000 garages and parking areas, 1,500 commercial units.
Vonovia selected FLS VISITOUR to streamline operations and ensure a cost effective service is delivered. Due to this innovative appointment scheduling and route optimisation software, just 4 dispatchers now control and provide escalation management for the efficient deployment of 1.190 field service staff.
FLS VISITOUR was tightly integrated into their existing SAP environment so that team members can create orders within SAP CRM, or customers can self-serve via a website, and receive route optimised appointment proposals from FLS VISITOUR within seconds, taking into account required skills, location of keys etc. One of the suggested times is then confirmed and kept firm by the system. Field staff access their appointments and capture status and completion information using tablet PC’s running SAP CRM software without the need for synchronisation. They are also provided with a ‘Customer Container’ of other jobs which are within 300 meters of the route and can choose which of these to complete if ahead of schedule.
VONOVIA have established an innovative customer service organisation using FLS VISITOUR that has led to increased customer satisfaction, significant cost savings and more flexible and efficient deployment of the field resources.