Customer Success
Using AI to surface property intelligence at the moment it matters
Watch the Field First Demo“The information we're getting is very clear information. We have key details that are compiled in one place.
Kate Rowley Service Manager at Fortem
10-15 Minutes
saved on each job
350 k
Repairs Managed Annually
Who Are They
The organisation completes around 350,000 repairs annually, alongside large-scale improvement programmes including kitchen, bathroom and retrofit projects.
Over time, Fortem has accumulated a significant amount of operational, property and customer data across its housing contracts, creating opportunities to use AI to improve access to information and deliver better customer outcomes.
Challenge
“We have a wealth of data. The big challenge is surfacing it in the right way at the right time.”
Like many housing providers and contractors, Fortem had access to extensive property history and customer information. The challenge was not collecting the data, it was making relevant information available at the right moment to the right person.
Property histories often span multiple visits, repairs, investment programmes and customer interactions. While the information existed, it was difficult for planners, customer service teams and field operatives to quickly find and use it when making decisions.
The Solution
“You’re pulling the summary from that in an easily digestible format.”
As an early adopter of Totalmobile’s AI Snapshot capability, Fortem introduced a new way of presenting property intelligence within both office and field-based workflows.
Rather than requiring users to search through extensive property histories, AI Snapshot automatically generates concise summaries from historic jobs, visits and related information, making it easier to understand the context of a property before making decisions or attending visits.
The capability is used by:
- Planning teams.
- Smart Hub teams.
- Customer service teams.
- Tradespeople and operatives in the field.
”"You're pulling the summary from that in an easily digestible format."
Kate RowleyService Manager at Fortem
Results
Totalmobile’s Field First Platform:
10-15 Minutes
saved on each job
350 k
Repairs Managed Annually
Key Outcomes
- Faster access to relevant property history.
- Better-informed customer conversations.
- Improved repairs planning and appointment preparation.
- Reduced time spent searching historical job information.
- Improved visibility of previous repairs, investment works and recurring issues.
- Greater consistency in how property information is used across teams.
”"It's helping us improve the customer journey and helping us improve the way we're planning repairs."
Kate RowleyService Manager at Fortem
Better Customer Decisions
One of the biggest benefits identified by Fortem is that AI Snapshot surfaces information users may not otherwise discover. This could include previous repairs, investment programmes, property upgrades or recurring repair patterns that help teams make smarter operational decisions.
By ensuring information is presented proactively rather than searched for manually, teams are better equipped to deliver efficient and informed customer service.
”"People haven't got to hunt for it."
Chris HoneIT Director at Fortem
Exploring Further
Following a successful pilot, Fortem plans to deploy AI Snapshot across its repairs and maintenance operations, making property intelligence available to every operative before they visit a home. The organisation is also exploring how AI-generated summaries can be extended to clients and wider service teams.
For Fortem, the future of AI is not about introducing technology for its own sake. It is about using it to deliver meaningful improvements to customer experience, workforce productivity and service delivery.
”"My focus really is making sure we use AI not just as buzzword bingo. We use it where it's going to deliver value."
Chris HoneIT Director at Fortem
