OCS: Delivering on Contracts Using Auditing and Reporting Service Delivery Software

As a service contractor, your contracts rely on how you can deliver on the scope of work outlined in your SLA. Day-to-day tasks like auditing and logging equipment, tasks and processes can be vastly improved through streamlining manual paper-driven processes into easy, accurate systems that are managed through a single software solution. With service delivery software, you’re able to easily identify trends and areas to improve, effectively managing contracts and keeping your customers satisfied through regular – and accurate – audits and reports.

Learn how Outsourced Client Solutions (OCS), a market-leading company of outsourced services, used industry-specific service delivery software designed just for companies like theirs to improve their aviation auditing processes and help set the company up for long-term sustainable success.

Having already had a positive experience with Servicetrac by TEAM Software in their soft services industry, OCS worked again in partnership with TEAM on developing a service package for aircraft appearance. OCS wanted to incorporate Servicetrac to enable them to audit their client’s aircrafts effectively. Nick Ackroyd, Continuous Improvement Manager at OCS, was keen to innovate and provide OCS with a more accurate process after having historically worked with a traditional paper-based auditing system.

“Auditing in the past has been very frustrating, very labored, often done manually on paper or excel spreadsheets,” said Ackroyd. “There was a lot of room for opinions. It wasn’t always a yes, no to click — this is clean, or this is dirty — so there was certainly a vast room for improvement.”

By providing OCS with accurate data, Servicetrac has enabled more proactive customer service to be delivered by OCS to their clients. Ackroyd added that with Servicetrac, the company is very confident in their service delivery because they now have a black-and-white audit system where if they fail, they know exactly why and what they need to do to improve.

“The system is very good at highlighting trends so we can easily produce a top-five failure area and highlight any concerns to our client,” said Ackroyd. “In turn, our clients feel the comfort that we’re effectively managing our downfalls, not only by auditing regularly but also by working on the trends that are produced from the reporting powers.”

The Servicetrac solution is designed to be very easy to use and was quickly adopted by OCS. It is used on a daily basis by teams conducting audits on aircraft, and has increased the accuracy of the information gathered and made the process much easier and quicker.

“Feedback from the staff has said how easy it is to maneuver around the software and how easy it is for them to carry out an audit effectively in the time restrictions that they have,” said Ackroyd. “It’s there in the palm of your hand.”

Not only was Ackroyd delighted with the benefits that Servicetrac generated for OCS and their clients, he was equally impressed with the experience of working with TEAM and saw their knowledge of not just the FM market, but more specifically soft services, as an advantage.

“They’ve obviously been around for a number of years and they know the industry, they know their business,” said Ackroyd. “Innovation is key to our success, not just when it comes to winning new business, but also in keeping existing customers happy. We want to be seen to be on the front foot, whether that’s technology or equipment or machinery, but innovation is certainly key to securing business and sustaining our company for the future.”