Case Study: Safestyle achieves improved engineer utilisation and real‑time, paperless aftersales service with Exel Computer Systems plc's Eagle Field Service

Eagle Field Service significantly increases engineer utilisation

Safestyle, a Bradford‑headquartered manufacturer and installer of replacement windows and doors with 13 installation and 36 sales branches and a 600‑strong factory workforce, was struggling with aftersales operations spread across three legacy systems. The disjointed setup produced data duplication, heavy paper reliance, limited reporting and poor service‑engineer visibility. After surveying suppliers, Safestyle selected Exel Computer Systems plc’s Eagle Field Service (part of the EFACS suite) to replace the fragmented customer‑care, complaints and scheduling tools.

Exel Computer Systems plc implemented Eagle Field Service with tablet‑based schedules, a rules‑driven workflow and integrated document management, replacing paper processes and multiple systems. The single platform delivers real‑time updates from engineers, more powerful routing and scheduling, elimination of duplicate data entry and much better reporting — resulting in a significant improvement in engineer utilisation, faster roll‑out (completed within weeks) and actionable root‑cause analysis that highlights parts and design issues for resolution.

Safestyle

Nick Stokes

IT Change Manager