Ian Williams Enhances Planned and Responsive Repair Services with Localz Technology

Localz, leading experts in last mile customer engagement, location and messaging technology, today announced it has been selected by Ian Williams, to power its planned and response services to its customers in the property services market.

Ian Williams is one of the UK’s largest privately owned property services companies. Delivering innovative cyclical, planned and responsive services across the UK, Ian Williams works with high-profile clients across the housing, retirement living, education and commercial sectors.

Localz is powering Ian Williams’ customer engagement platform, which enables automated customer updates, operative tracking and real-time feedback around service appointments. Ian Williams has integrated Localz Track My Appointment, Chat My Way, and Rate My Experience solutions to its customer platform. All of which is accessed via the Localz Management dashboard, connecting field and office workers.

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• Track My Appointment – will give Ian Williams’ real-time customer and operational tracking of technicians with configurable automated customer notifications and two-way communication.
• Chat My Way – will allow the contact centre staff to view, take part in, and start a group conversation with the customer and/or mobile operative.
• Rate My Experience – will send automatic feedback forms immediately following appointments to get real-time customer feedback so Ian Williams can continue to improve its services.

With end customers more aware of a fieldworker’s arrival time and giving them the ability to directly communicate with their technician, “no access” appointments and inbound calls to its call centres will be reduced and overall customer satisfaction will increase.

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Anthony Pycraft, Response Operations Director at Ian Williams said, “It is important to us that we continue to deliver an innovative and first-class customer journey, so by partnering with Localz we have the peace of mind that all appointments are tracked and communicated efficiently and to a high standard.”

“We are delighted to have been selected by Ian Williams to power customer communications. It is so important that customers are able to keep track of their appointments and provide actionable feedback. Our solution will automate parts of the process, saving time and money and ensuring customers are prepared for service appointments. ” said Tim Andrew, CEO of Localz.