November 16, 2022 • 5 min read
See how Essential Repairs, a property maintenance company, raises the bar for increased efficiency, KPI tracking and client satisfaction with the MIMS Platform
Arrow Labs
November 16, 2022
Property Maintenance Software played a critical role in helping Essential Repairs automate work order management, improve workforce visibility, and streamline service delivery operations across London.
Using the MIMS platform from Arrow Labs, the company improved technician allocation, SLA compliance, invoicing accuracy, and overall operational efficiency while supporting continued business growth.
Essential Repairs is a London-based property maintenance company that provides a wide range of services under one roof.
The company manages plumbing, electrical work, gas services, building work, decorating, handyman services, gardening, and landscaping. Its clients include homeowners, property managers, commercial tenants, and residential tenants across London.
Essential Repairs operates within the UK property maintenance sector and follows industry best practices promoted by the Institute of Workplace and Facilities Management.
As Essential Repairs expanded, the company needed better automation, visibility, and accuracy across its operations.
These challenges are common for growing facility services and maintenance companies. They are also exactly the type of challenges modern Property Maintenance Software is designed to solve.
The company previously used software to manage incoming jobs. However, the system could not accurately convert client requests into job orders.
As a result, the back-office team had to review each request manually. They also had to convert requests into jobs and dispatch them to the right technicians.
For a company focused on fast repairs and high first-time fix rates, this created operational risk.
Essential Repairs also lacked clear visibility into job status, technician performance, and completed work.
The existing system did not give Director Fotis Kaimakamis enough detail to track issued jobs or monitor KPIs. Therefore, he often had to contact the team by phone or text to understand job progress.
This issue affected gardening and landscaping teams in particular, because those jobs required several extra steps from request to completion.
The company also faced a disconnect between job orders and invoicing.
The Accounts team manually processed invoices after technicians completed jobs. This created delays and increased follow-up work.
In addition, technicians had to record materials used on each job. They then sent quantities and details to the back office so invoices could be prepared accurately.
Fotis and his team recognized that continued growth required a new operational model. They needed to replace manual processes with a more scalable digital system.
Although the previous software had helped the business for a time, it could no longer support the company’s growth ambitions. Essential Repairs needed a more advanced platform to improve service quality and support faster execution.
This is where Arrow Labs began working with the team.
Fotis, Director of Essential Repairs, stated, “We knew with the initial presentation of MIMS that there was a strong fit in terms of what we were looking for and the value add the product brought to the table. Because quick turnarounds and customer satisfaction are key to our business, we needed to get on board with technology that was sophisticated, seamless and capable of tracking the right metrics.”
Arrow Labs analyzed the operational challenges faced by Essential Repairs and identified the MIMS modules required to support future growth.
The deployed modules included Tasks, Ticketing, Incident Management, Asset, and Dispatch.
By implementing Property Maintenance Software powered by MIMS, Essential Repairs automated workflows, improved workforce coordination, and gained greater visibility across maintenance operations.
MIMS also leverages Enterprise Workflow Orchestration capabilities to automate maintenance workflows and technician allocation.
After deploying MIMS, Essential Repairs solved the challenge of converting client requests into job orders.
Client requests submitted through the website were automatically converted into jobs. MIMS then assigned each job to the right available technician based on skill set and availability.
According to Fotis, “MIMS enabled us to streamline client requests from job order to service completion, thereby providing a significant reduction in turnaround time and increase in client satisfaction.”
MIMS gave Fotis greater visibility into team performance and job progress.
He could track each job from creation to completion. He could also monitor technician performance and review adherence to the required execution workflow.
Fotis stated, “The MIMS mobility suite with its mobile app and innovative smartwatch provides unparalleled real-time visibility into our operations, giving us the tools to respond and adjust to client needs instantly and effectively.”
MIMS Property Maintenance Software also connected job completion with invoicing.
When technicians marked jobs as complete on MIMS Watch, the system moved the job to the next invoicing step. This reduced manual follow-up for the Accounts team.
Moreover, technicians could track materials, quantities, and labor hours more accurately. This helped the back office prepare invoices with better information and fewer delays.
The timing of the MIMS deployment also helped Essential Repairs respond during COVID-19.
While many businesses faced disruption, Essential Repairs had already started digitizing its operations. Therefore, the company could manage jobs and teams remotely while continuing to provide essential services across London.
The Property Maintenance Software deployment enabled Essential Repairs to automate workflows, improve workforce productivity, and deliver a higher level of service across residential and commercial maintenance operations.
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