“Having looked at a number of options we choose OpenCRM because of its simplicity and feature rich functionality. The system is easy to deploy and maintain. Critical to our decision was also that all data is held in the UK only.”
– Steve Lees, Blue Square Utilities
Introduction to Blue Square Utilities
Handling a high volume of bookings and service visits requires a clear and reliable process. For Blue Square Utilities, improving how these appointments were managed became a priority to keep operations running smoothly.
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About the Client
Blue Square Utilities is a UK-based company providing metering services across the country. In addition to technical services, they also operate an outbound call centre and scheduling function to support their clients.
The Challenge
The team needed a more consistent way to manage their booking service from start to finish.
Each service visit required accurate information, including site details, technical specifications, and the purpose of the job. This information then needed to be passed on to engineers in the field.
Previously, this process involved multiple steps and manual input. There was also a reliance on engineers to return reports after completing visits, which could delay updates and create gaps in the information recorded.
In addition, the team needed a better way to track and report on completed and incomplete appointments, including reasons for missed visits.
The Solution
OpenCRM was configured to manage bookings in a more structured and connected way.
Activities were customised to capture all relevant appointment details, from booking references and addresses to technical information about the meters being serviced.
These details could then be sent directly to engineers via email, using automated fields to populate the message without re-entering information.
Engineers were able to complete an online form after each visit, which automatically updated the original booking record with the outcome. This removed the need for separate reports or manual updates.
Reporting tools were also set up to allow the team to track activity, including completed visits and those that could not go ahead due to access or technical issues.
The Outcome
With OpenCRM in place, Blue Square Utilities improved visibility and control over their booking process.
- All booking and site information recorded in a single place
- Appointment details shared with engineers quickly and consistently
- Automatic updates from site visits without manual follow-up
- Clear tracking of completed and incomplete jobs
- Improved reporting to support operational oversight
Why It Worked
The solution worked because it reflected the practical requirements of a scheduling-led business. By linking booking details, communication, and outcomes in one process, it reduced reliance on manual steps and follow-up.
Closing
For service-based operations, having a clear and reliable booking process is essential. In this case, OpenCRM has helped bring that structure together, giving Blue Square Utilities a more dependable way to manage their day-to-day activity.
