James Frew Increases Customer Appointment Completion Rates with Descartes' Customer Engagement Platform

Company Overview - James Frew Ltd. is one of the largest privately-owned integrated property services companies in Scotland, established in 1911, providing a range of services including plumbing, heating, mechanical services, electrical installation, gas maintenance, construction, renewables, and property upgrades for both public and private sectors [2]. Technology Implementation - James Frew has implemented Descartes' customer engagement solution to enhance service appointment management, which includes automated SMS notifications for appointment confirmations and real-time tracking for customers [1][7]. - The integration of Descartes' platform has improved operational efficiency and customer service transparency, allowing customers to book and amend appointments online [1]. Performance Improvement - Following the deployment of Descartes' solution, James Frew reported a 4.1% increase in completed scheduled social housing service appointments and a 3% increase in private service appointments within the first year [7]. - The implementation has resulted in over 4.6% cost savings by reducing the need for repeat appointments, thereby enhancing overall productivity [7]. Customer Experience Enhancement - The Descartes solution has enabled James Frew to meet customer expectations for service appointment choice, visibility, and reliability, which has led to a reduction in no-access rates and follow-up phone calls [8].