Background

D W Dunn, known for its exceptional service in plumbing and heating, faced challenges in operational efficiency and customer service delivery. Operating in the Cotswolds, where mobile coverage is inconsistent, they required a solution that would streamline processes, speed up parts ordering, enable same-day invoicing, and improve overall efficiency.

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Objectives

The key objectives were to:

• Streamline operational processes
• Speed up parts ordering and invoicing
• Improve inventory and timesheet management
• Maintain constant connectivity for field engineers
• Improve the overall customer service experience

Solution

Lister Unified Communications provided a customised solution with iPads equipped with advanced multi-network SIMs capable of switching networks for optimal connectivity.

"We can now issue Gas safety certificates within minutes of completing a job"

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‍Implementation

• iPads were distributed to D W Dunn’s engineers, offering them real-time access to necessary data and applications.
• The iPads were installed with multi-network SIMs, ensuring reliable connectivity across the Cotswolds’ variable mobile coverage areas.
• D W Dunn moved from a paper-based system to specialised software, streamlining their business processes.

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"Switching automatically between mobile networks has been a game-changer" 

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‍Impact and Outcomes

The solution led to several notable improvements:

• The streamlined operations led to quicker service delivery and an increase in overall efficiency.
• The ability to order parts and invoice on the same day significantly reduced turnaround times.
• Faster invoicing processes positively impacted cash flow.
• The transition to digital systems resulted in better inventory tracking and timesheet management.
• The shift from a paper-based system to digital platforms was smooth and well-received by the team.
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 "Faster invoicing means improved cash-flow"

D W Dunn’s commitment to excellent service, was further enhanced by this technological upgrade. The new system allowed for quicker response times and more efficient job handling, significantly boosting customer satisfaction. They are now able to supply Gas Safety Certificates within minutes of the job being completed.

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Andy Harper, Managing Director at D W Dunn said:

“As a long-term supplier, Lister Communications consistently provided top-notch service that has significantly enhanced our operations. Their support, understanding of our needs, and quick responses have been instrumental in keeping us connected and efficient. We couldn't be happier with the partnership and the positive impact it has had on our business."

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‍‍Conclusion

Lister Unified Communications’ managed tablet solution has help transform D W Dunn's business operations, leading to improved efficiency and better customer service. This case study demonstrates the power of using trusted partners who understand the right technology for optimising business processes and customer service.