Case Study: Riverside achieves 24/7 online self‑service repairs booking and reduced call handling with Kirona’s Dynamic Resource Scheduler

Riverside Working with Kirona to Launch Online Self-Service Appointment System for Housing Repairs

Riverside, an affordable housing provider in Liverpool serving around 3,500 customers, sought to give tenants a seamless online way to book repairs while reducing call‑centre demand and maintaining service standards. They partnered with field service management specialist Kirona to deploy its Dynamic Resource Scheduling (DRS) Self‑Service online appointment system.

Kirona’s DRS Self‑Service releases optimised appointments in real time against Riverside’s parameters, building on three years of DRS use to schedule work for 250 operatives across 55,000 properties. The module went live in 12 weeks, provides customers with 24/7, 365‑day access, streamlines bookings, reduces call handling and associated costs, and helps minimise operative downtime while improving service to tenants.

Riverside

Ian Gregg

Executive Director of Asset Services, Asset Management