Kinovo plc Achieves a huge ROI by Reducing No-Access Rates with MRI’s Find My Engineer Solution
The Key Numbers:
- 751% return on investment.
- 41% reduction in no-access rates in the first 5 months.
- 13% improvement in profitability
- 8% reduction in visits.
- First to implement Find My Engineer with full MRI Repairs integration.
- 89 operatives successfully using the software.
A Vision for Customer-Centric Solutions
As a forward-thinking property services specialist, Kinovo plc sought to elevate its customer experience through innovative technology. This vision came to life with the deployment of MRI’s Find My Engineer solution, making Kinovo the first organisation to integrate this solution with MRI Repairs software.
Recognising the Need to Enhance Customer Experience
Kinovo had already upgraded to MRI Repairs Web, a move that future-proofed their operations with improved compliance, reporting, and customer service capabilities. With increasing regulatory demands in the social housing sector, end-to-end transparency in customer service became essential. Kinovo responded by adopting Find My Engineer, improving its competitive edge and ensuring that all contracts could benefit from enhanced service levels.
This drive led both Kinovo and MRI Software to collaborate, creating the first-ever integration between MRI Repairs and Find My Engineer.
Lee Venables, COO at Kinovo, reflected on the collaboration: “Partnering with MRI Software on the Find My Engineer integration has been a transformative step for Kinovo. This collaboration has allowed us to streamline our operations, reduce no-access rates, and deliver a more customer centric experience across our contracts. We are proud to be the first to implement this innovative solution, setting a new standard in the social housing sector.”
From Concept to Reality
Discussions for this project began in 2022, and by April 2023, Kinovo initiated implementation. As the first adopter, Kinovo required MRI to allocate development time for integration. After thorough configuration and user acceptance testing in autumn 2023, Kinovo went live in January 2024, completing the project in ten months.
Connor Short, Account Manager at MRI Software, commented: “While Kinovo’s implementation took longer, their early adoption has paved the way for other MRI Repairs clients to seamlessly integrate with Find My Engineer. The insights gained from this project have allowed Kinovo to monitor key metrics like no-access rates, travel times, and tenant satisfaction directly within their system.”
41% Reduction in No-Access Rates
In the first five months post-launch, Kinovo achieved an impressive 41% reduction in no-accesses:
- Prior to implementation, Kinovo averaged 257 no-access instances per month on a single contract.
- Post-implementation, this figure dropped to 156 no-access instances per month by the end of January 2024.
With the drop in no-access rates the savings quickly accumulated. Kinovo expect the solution to deliver a 751% return on investment, considering software and licensing costs.
Beyond Cost and Time Savings
The benefits of Find My Engineer go beyond financial and time efficiencies. The solution provides Kinovo with valuable data insights, previously managed manually, allowing for smarter resource allocation and more logical routing of operatives. Customer centricity remains a key focus, with the solution creating direct links between Kinovo’s operatives and tenants.
“Find My Engineer helps to streamline the customer journey, assuring our social housing clients with complete visibility of our service standards and job accountability. This comes at a time when tenant satisfaction is key in the social housing sector. Within the software, we can raise a survey post operative visit to ensure we get timely feedback on the services we provide.”
Jake Clarke, Group Head of System Support at Kinovo stated.
Kinovo’s tenant communication touchpoints through Find My Engineer include:
- Appointment confirmation
- Day-before appointment reminder
- Operative on route
- Operative arrived
- Operative completed
Tenants can also track the assigned operative in real time, with location updates refreshed every 30 seconds.
The Future Outlook
With the successful rollout of Find My Engineer and an impressive ROI already realised, Kinovo now plans to extend this solution to their network of sub-contractors. Confident in the solution’s benefits, Kinovo is incorporating the service into future bids, demonstrating their commitment to addressing the evolving needs of the sector.
Connor Short of MRI Software praised the collaboration: “The team at Kinovo have been unwavering in their commitment to demand the very best from their technology, and we’re so pleased that Kinovo’s investment and dedicated time across both teams has paid off to deliver fantastic results so early on for the organisation.”
About Kinovo plc
Kinovo plc is a leading UK provider of specialist property services centred on safety and regulatory compliance, home and community regeneration and sustainable living through the installation of efficient and greener energy alternatives. Kinovo strategically work to ensure they are well placed to meet the long-term macro-economic drivers of their customers that are underpinned by Government legislation and policy.
Kinovo plc is made up of three expert businesses; Dunham’s, Purdy and Spokemead. With over 100 field-based operatives driving reactive repairs and maintenance services, they work closely with social housing providers and Local Authorities, including Popla Harca, Peabody, Hyde Housing, The Barnet Group, London Borough of Haringey, Hackney and Greenwich Councils. Kinovo’s ambition is to be a leading UK provider of end-to-end specialist services within the housing and property sector that support their customers to meet their own compliance and sustainability goals.