Systems

Purdy runs all operational work via a bespoke database developed by Accuserve, which has been developed specifically for Purdy and the management of it’s service, maintenance and installation contracts.

The database has been developed to enable the company to effectively manage all aspects of the delivery of all contracts and has the following capabilities:

  • Management of Task Orders – from receipt through to completion
  • Job Scheduling – resource allocation
  • Management of appointments – full management of the appointment process
  • Provision of job cost data – breakdown of cost on a job by job basis for labour and material (this will facilitate the move to open book if required)
  • Production of invoice data – generation of all invoicing data (including bulk invoicing)
  • Substantial range of monitoring options – user definable reporting options to support KPIs
  • PDA Link – the system supports operatives Personal Data Assistants with real-time information running to and from site

 

Telephone System

Purdy uses a telephony system called “Smartphone” – this system enhances customer service to clients, ensuring that all calls are answered, monitored and recorded if required. External calls come via our main switchboard and then the caller is re-directed to their appropriate department.  98% of our calls are answered within 20 seconds, if not answered there is a short recorded message, then the caller goes back to reception where it is answered immediately.

Our “Smartphone” system is diverted to our 24 hour call out centre which handles all our “Out of hours” calls - 7 day a week. This call centre is TSA certificated.

All engineers are issued with mobile phones and Personal Digital Assistants and have direct contact with an administrator. Purdy will always phone to remind Residents that they have an appointment at least 24 hours beforehand and our Engineers can also contact the Resident when they are on their way to their property following completion of the previous service.The PDA’s are also loaded with a satisfaction survey that the residents complete at the end of any work carried out by our staff which in turn is immediately sent to our head office in confidence.