RH Irving was looking to streamline their field engineers' workflow process which relied heavily on inefficient paper forms. Nine designed and developed a bespoke mobile application integrated with RH Irving's systems to digitize the process. This saved RH Irving over £650k per year by reducing paperwork, automating data entry and sharing, and allowing engineers to spend less time on administration and more in the field. The digital solution provided real-time tracking and information access across the company.

1. RH Irving – Case Study

2. © Copyright: The Nine Software Company Limited
Tailored Solution Saves RHI £650k p.a
RH Irving Industrials Ltd were looking to streamline their workflow process for their
field based engineers. They faced huge problems and struggles through their
current process which relied heavily on a paper fill out and return model.
Challenges with the paper based system:
Manual form completion Increasing costs and inefficiencies associated with
paper/printing, manual data entry, repeat data entry,
data errors, handwritten report translation, document
storage and protection.
Form design Paper forms took time to complete and several elements
were repetitive, with multiple paper forms being used for
one job. It took over 2 hours per day, per engineer, to
complete paper work, wasting skilled staff time and
providing a poor user and customer experience.
Data integrity Paper information didn’t provide a secure audit trail, risks
of lost information and amends without authorisation.
Management and
financial information
Analysis of KPI’s was difficult due to missing data and
missing functionality to deliver meaningful reports. Jobs
outstanding due to lack of information on issues resulted
in delayed invoicing.
Compliance Lengthy and time consuming paper trail for recording of
drivers movements for health and safety and compliance
purposes.
Customer Service Time wasted and negative customer experience due to
repeat calls to engineers on site to find out progress
updates, current location and completion status.

3. © Copyright: The Nine Software Company Limited
Approach
Nine’s specialist team captured and analysed R H Irving’s paper-based processes,
working with them and their IT supplier to design, develop and integrate a bespoke
mobile application to improve their existing process.
Scope & Plan Analyse & Design Implement & Verify Deploy & Support
The company suggested ways to automate processes, improve data protection,
increase staff efficiency and the customer experience as well as enabling management
reporting capability for finance and operations.
Key objectives included:
1. Replacement of the existing paper based forms with a digital forms solution
2. Data protection and information security
3. Real-time data sharing
4. Deliver automation of data processing through transfer to core systems
5. Implement a single user interface for job management through integration with the
existing Dynamic Maintenance Scheduling System (DMSS)
The Digital Solution
Nine helped to design and develop a bespoke application,
integrated with RH Irving’s existing DMSS, and also consulted with
them to identify the best and most cost effective hardware option.
Time and Cost Savings
The digital solution delivers real-time information sharing, increasing
accuracy and productivity for the business. Field based staff can
spend more time on key activities and less time form filling. Back
office staff have minimum data entry, thanks to the digital
information provided.
Paper based processing facts
 Over 2 hours per day, per engineer, completing paper based reports
 1.5 hours per day, per office staff, manually entering handwritten data
 Significant staff training days, with associated costs
 Costs for postage to return forms to office
 Costs for form printing
 Costs stationary

4. © Copyright: The Nine Software Company Limited
Digital processing facts
Field Based - 169 hours saved per day (based on 75 staff)
 Time saved estimated at £50,700 per month and £608,400 per annum
 Reduced postage and material costs
Office Based - 15 hours saved per day on data entry (based on 10 office based staff)
 Time saved estimated at £2700 per month and £32,400 per annum
 Find information quickly
 Accurate audit trail, less false claims and repeat visits
 Increased digital accuracy, less human error
 No staff training
 Reduced printing and stationary spend
 Faster job closure and invoice processing
 Less time spent on phone chasing jobs, reduced phone bill and engineers time
Technical Data
 Bespoke mobile application built on the Apple iOS platform
 Integrated with a bespoke .NET and SQL based back-office system
 Integrated into customers’ existing legacy database
 Works offline and online
 Enables real-time data processing
Capabilities
 Remote management of jobs and resource allocations
 User management and secure authentication process
 Dashboard providing access to all work related functions
 Vehicle usage by user, driver endorsements and vehicle fault information
 Required weekly report completion for PPE and vehicle Checks
 Recording of odometer readings
 Reminder services for due, completed and missed jobs
 Out of office function for training, leave and sickness
“Nine has taken us from a fully paper based system to a completely paperless
office. Our processes have been transformed, from labour intensive paper
processes, such as form completion and paper based analysis to a smooth,
easy to use digital system. It brings R H Irving to the fore-front of modern
paperless technology and will definitely give our business a competitive edge
over other companies.”
Wayne Barclay, Service Manager, RH Irving

5. © Copyright: The Nine Software Company Limited