Case Study: Bernicia achieves 97% first-contact repairs and greater efficiency with Kirona DRS Scheduler

Bernicia Group improves efficiency thanks to immediate impact of implementation

The Bernicia Group, a registered social landlord managing over 14,000 homes in the North East of England, needed to improve workforce management and introduce fully integrated mobile working to raise the quality and responsiveness of its repairs service. Although a CRM handled appointment requests, job allocation, variations and practical completions were largely manual, leaving planners without real‑time visibility of operatives or job status. Bernicia engaged Kirona to deliver a more seamless mobile-enabled solution using DRS Scheduler.

Kirona implemented DRS Scheduler to provide real-time mobile job allocation, enable contact-centre staff to book a wider range of first‑contact appointments, and replace paper-based processes with mobile workflows. Within one month Bernicia was offering appointments on first contact for 93% of calls (rising to 97% within six months); customer satisfaction for repairs rose from 77.27% to 90.7% within five months. Kirona’s system also improved parts ordering, no‑access handling and planner visibility and is now used across voids, responsive repairs, gas servicing, estate services and inspections.

Bernicia

John Harrison

IT Governance Manager