Two colleagues standing beside a branded van, looking at and using a tablet together.

SNG takes significant step towards delivering the best customer experience

• 3 min read

SNG has taken a significant step towards delivering its Corporate Plan ambition of providing the best customer experience for customers by rolling out new mobile technology to nearly 900 colleagues working in repairs and property services.

The investment in Totalmobile's Opens in new window Field First platform is one of the first visible improvements being delivered through SNG's Corporate Plan, demonstrating how the organisation is already turning its customer service commitments into action.

The new technology is being introduced to colleagues carrying out repairs and maintenance across most SNG regions, giving them better information, better tools and improved visibility of each job before they arrive at a customer's home.

By replacing current systems with a modern mobile platform, operatives will be able to access photographs of reported issues, full job histories, customer and property information, compliance checks and safety processes all in one place. For customers, this means colleagues arriving better prepared, with the right information at their fingertips to resolve issues more quickly and efficiently.

The system will also allow colleagues to update records in real time while on site, reducing administration and helping customers receive a faster, more consistent service.

Mike Smart, Managing Director of Property Services at SNG, said:

"Delivering the best customer experience is a key commitment within our Corporate Plan, and this investment is an important step towards achieving that goal.

"Our operatives carry out thousands of visits to customers' homes every week. By giving them better tools and access to better information, we can improve the quality, consistency and efficiency of the service we provide.

"This technology will help colleagues arrive with a clearer understanding of the job, complete important safety and compliance checks more easily, and spend less time on administration and more time helping customers. Ultimately, it will help us deliver an even better repairs and maintenance service for our customers."

As SNG continues to invest in its technology, people and services, customers can expect to see further improvements designed to make it easier to interact with SNG and receive the high-quality service they deserve.