unnecessary visits a year removed, providing tenants with a timelier service. 

Remote Assistance

The remote assistance support tool is empowered by video diagnostic technology. It helps reduce the need for unnecessary visits and increases first time fixes, ensuring the safety of both staff and customers to help deliver an improved quality of service.

Video Diagnostic Technology

The remote assistance tool lets you provide support without the need to travel to a tenants’ or customer’s property or reducing the need for customers to call into a drop-in centre.

Leicester City Council

Leicester is the biggest city in the East Midlands with a population of more than 300,000. The council serves the people, communities and business in Leicester and is responsible for many of the major decisions that affect people’s lives.

Leicester City Council have been a customer of Totalmobile since 2017 and have already implemented a range of leading solutions from Totalmobile within their housing department, including Mobilise (mobile workforce management), Optimise (dynamic scheduling) and Assist (remote video support).

With the country on lockdown due to the ongoing pandemic of Covid-19, Leicester was under increased pressure to keep their staff and customers safe, reducing risk while still trying to maintain a high-quality standard of service. They needed to make a transformational shift in the way they delivered support services and it had to be a priority.

Leicester City Council needed an innovative solution that could not only ensure the safety of their employees and residents but also maintain a high standard of service delivery. With this key challenge in mind the Council deployed Assist, a solution that provides the Council with a cloud-based video diagnostic solution that enables potential jobs to be remotely triaged and prioritised, without sending an operative to resident’s homes. Read the full case study to see how our remote assistance tool has helped Leicester City Council.

“… we can better triage jobs prioritise emergency work and reduce risk for both residents and our maintenance teams.”

Kevin Wheeler, Programme Manager at Leicester City Council