CASE STUDY Implementation of FSM Grid for a Home Improvement Retailer
Based in the United Kingdom
Client
Overview
One of the UK’s favourite home improvement retailers. Having opened its first store in 1972, it now operates from over 240 stores across the UK Part of the business strategy is the pursuit of a proposition called Do It for Me (DIFM), which forms one of the cornerstones of this project. This aims to grow a proposition where the client completely manages and completes projects on behalf of a customer, removing the need for the customer to manage the work themselves.
• To move away from siloed channels, each with its own set of systems that don’t communicate.
• Important data, such as installer availability, regions, skills, and compliance, were being maintained in Google Sheets.
• To enable transparency for customers and colleagues along the stages of the customer journey.
• To scale without increasing resources (e.g., to manage increasing numbers of installers, jobs, installation categories, and skills).
• To support completely different workflow logic for dry-fit installations and corrective action requests.
• Automate manual processes like installation job scheduling, site visits, recommendations, accreditation validations, etc.
• To cater to around 4000 installers and ensure an efficient onboarding process for new installers.
Business Challenge Solution
• Implemented FSM Grid dedicated cloud model to connect everything in a single interface.
• Integrated with their back-office systems like Vision, Data Lake, NetSuite, and Contact Service.
• Published real-time configurable event triggers to send data updates to other systems via AWS Queues.
• Established separate workflow and business logic for Dry Fit Installations and the Corrective Action process.
• Automated scheduling of jobs spanning multiple days and rescheduled them based on predefined logic.
• Automated the escalation of corrective action jobs to the next level in case of deviations.
• Automated the installer compliance management process.
• Developed a separate module for streamlining the vendor onboarding process.
• Established a knowledge Centre for hosting role-based guides, articles, and video links.
• Implemented an extensive site visit (Audit) process (remote/physical) and automated recommendations based on configuration.
• Initiated an automatic vendor rating process based on the jobs performed and the site visit (Audit) by regional managers/QA team.
Business Benefits
• Enhanced process effectiveness with fewer customer and installer follow-ups.
• The extent of automation in the current manual processes allowed for a more effective use of time and resources, resulting in improved efficiency.
• Provided better visibility into installer data, compliance, and service operations.
• Timely notifications improved communication between service delivery, installers, and customers.
• An exclusive mobile app for FSM enabled prompt updates from installers.
• Implemented a dedicated vendor onboarding module to filter out non-screened installers from the primary vendor module.
• Vendors/Installers have self-service capability regarding compliance and availability.
Integrated Systems
• Vision (Order Management System)
• Data Lakes
• Google Workspace Mail service
• Contact Service for sending SMS