Evolve Facility Services Uses SightCall Augmented Reality To Remotely Support Tenants With Housing Repairs

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Using SightCall to digitally connect maintenance teams and tenants, the facilities management provider is now streamlining maintenance to over 24,000 properties.

“SightCall empowers our maintenance operatives to validate work orders remotely, which gives them a clear understanding of the problem and what time and resources will be needed to fix it. Since deployment, we have increased customer satisfaction by 14% and reduced materials waste and site visits.”

SightCall, the global leader in AR visual support, announced a partnership with Evolve Facility Services, the UK’s largest in-house facilities management provider, to provide remote support technology to 24,000 housing properties during the repair and maintenance process.

Evolve Facility Services, the field service division of The Riverside Group social housing, first initiated with SightCall in October 2019 to digitally transform the maintenance process. Using SightCall, Evolve Facility Services operatives use AR-powered video to engage with a tenant, making a rapid assessment of requirements. Leveraging features such as annotations, HD-images and AR Smart Measurement, the desk-based experts can accurately assess the situation and create a digital work package that will ensure a smooth repair process and improve the tenant experience.

“Visual Support has improved customer engagement and created a more efficient use of our field services,” stated Gary Barton, Contracts Manager for Evolve Field Services. “SightCall empowers our maintenance operatives to validate work orders remotely, which gives them a clear understanding of the problem and what time and resources will be needed to fix it. Since deployment, we have increased customer satisfaction by 14% and reduced materials waste and site visits.”

Evolve Field Services maintains The Riverside Group properties across the United Kingdom. In some instances, an initial site inspection may involve a technician travelling up to four hours. Using SightCall, the average site inspection takes approximately 5 minutes, increasing the productivity of key resources and reducing the environmental impact. The service is also helping with budget management, enabling the experts to assess ‘variations’ in the original scope of work and approve in real time. This allows the work to be completed whilst the team is still on site, thus reducing the overall repair time and number of site visits.

“The team at Evolve Facility Services immediately recognised the benefit of using video for both their tenants and internal field resources. Using SightCall they can engage directly with tenants, identifying the work and materials required to exact a repair. By capturing accurate data at the start of the process, they can eliminate wasted site visits, helping to speed up the maintenance process, make the most efficient use of their resources and improve their customer’s experience,” stated Richard Forsyth, Sales Director UK at SightCall.

About Evolve Facility Services
Evolve Facility Services is a professional maintenance, repairs and facilities management company and a commercial subsidiary of Riverside. Established in 2010, Evolve Facility Services has grown to become the largest in-house service provider in the country.

About SightCall
SightCall is a global video cloud platform with a decade of experience enabling visual support interactions for enterprises in over 90 countries around the world. Enhanced by Augmented Reality (AR) and Artificial Intelligence (AI), the visual support technology digitally transforms service organizations, notably improving first time fix rates, decreasing truck rolls and increasing NPS. SightCall is headquartered in San Francisco with offices in NYC, Boston, Paris, London, Frankfurt and Singapore. For more information, visit: http://www.sightcall.com, follow SightCall on Twitter (@SightCall) or connect with SightCall on LinkedIn.

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Katie Smart
SightCall
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Thomas Cottereau
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