The intelligent way to deliver more for our clients
Fortem’s SMART Hub is our specialist central support service facility with a dedicated team who use intelligent systems to deliver more for our clients. The SMART Hub is a key link in the business, providing a consistent service and approach to planning, including appointment scheduling, working to achieve contracted service levels and KPI performance.
- Contact Centre: OOH & Customer First
- Service Centre
We have improved access for LGSR checks through enhanced customer contact helping us achieve 100% gas compliance on our Birmingham contract in advance of the annual target date. Our data and business intelligence specialists identify where planned investment programmes would deliver the greatest reduction in repairs demand for our clients.
For our clients we have achieved:
- Increased workforce productivity through intelligent scheduling systems
- Reduced out of hours emergency call-outs by 55%
- Reduced repair volumes by upskilling CSAs to undertake soft-fix repairs e.g. boiler resets
Benefits to our customers:
- Greater efficiencies and lower costs with improved service performance
- Greater consistency in the end-to-end customer journey
- Greater business and service resilience across all client call handling and administration
- The ability to mobilise new business more reliably, much quicker and with greater effectiveness





