Maxoptra Route Planning used by NIBE to manage field service operation

27 June 2018

NIBE, one of Europe’s leading manufacturers of sustainable energy products, is using Maxoptra’s route planning technology to manage its nationwide field service operation. The map-based dynamic routing and scheduling software has been integrated with NIBE’s CRM to streamline and automate workflows, improve efficiency and customer service. The solution also provides better management visibility of field operations for faster, more effective decision making.

NIBE operates a team of home-based field service engineers who undertake routine service, repairs and warranty call outs for its range of ground source, air source and exhaust air heat pumps. NIBE products are installed in new build developments, traditional property refurbishments as well as innovative eco homes and off grid properties across the UK and are covered by manufacturer’s warranty and a range of extended service plans.

“Despite being at the cutting edge of sustainable heating products our planning of service appointments simply relied on an online mapping website and experience,” commented Phil Hurley, Managing Director of NIBE Energy Systems. “Since implementing Maxoptra we have significantly improved the planning and communication of appointments, evidenced by customer feedback, and improved operating efficiencies. We also now have the information we need to make informed decisions about resourcing and expanding our operation.” 

A cloud-based SaaS scheduling platform, Maxoptra, integrates with NIBE’s SuperOffice CRM, fully automating the routing and scheduling of service and warranty call outs. Customer information, including service plan levels and customer contact details, is stored within SuperOffice and, when a service is due, the customer is automatically sent an appointment date. Twenty four hours before a confirmed appointment a reminder is issued before Maxoptra takes over on the day. 

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