Preparing For The Autumn Winter Peak
As the colder months approach, the demands on the engineering, facilities management, and utilities sectors grow significantly. From increased energy consumption to the added stress on infrastructure caused by severe weather conditions, businesses in these industries face unique challenges during the autumn and winter seasons. At Woven, we understand these seasonal pressures and offer tailored business process outsourcing (BPO) solutions designed to ensure smooth, uninterrupted operations even during peak periods.
In this blog, we’ll explore the ways Woven is preparing for the autumn-winter season, how we scale to meet demand, and the strategic solutions we provide to help our clients navigate this critical time.
The Impact of Seasonal Changes on Critical Industries
Autumn and winter in the UK and Ireland are notorious for bringing unpredictable and often severe weather conditions, including freezing temperatures, high winds, and heavy rainfall. In late 2023 and early 2024, the UK and Ireland were hit by an exceptionally active storm season, with 13 to 14 major storms, including Storms Babet, Ciarán, Henk, and Isha, causing widespread disruption. These storms led to severe flooding, power outages, damaged infrastructure, and significant economic losses across multiple sectors. The effects were devastating, with 13 reported deaths, severe damage to homes and businesses and widespread disruption to transport networks.
The challenges posed by such weather events are particularly acute in industries responsible for keeping infrastructure running smoothly. For example, the utilities sector must maintain power, water and gas supplies, while engineering firms may be called upon to repair damaged infrastructure, and facilities management teams are responsible for keeping buildings safe and operational in adverse conditions.
At Woven, we’re well aware of the specific challenges faced by these industries during the autumn-winter season. Our role is to provide the extra support needed to ensure that critical services continue to run efficiently and effectively, regardless of external conditions.
Proactive Planning for Seasonal Demand
One of the core principles that guides our work at Woven is proactive planning. We don’t wait for problems to arise before acting; instead, we work with our clients to forecast seasonal challenges and scale our resources accordingly. This approach is particularly important during the autumn-winter season when demand for services increases across the board.
For example, during the 2023/24 autumn-winter season, utilities companies reported a 21% increase in unplanned supply interruptions compared to the previous spring-summer period. This was largely due to a combination of water ingress and sub-zero temperatures affecting underground cables, leading to more frequent power outages. At Woven, we ensure that our teams are prepared to handle such increases in demand, providing additional support to minimise disruption and ensure services are restored as quickly as possible.
Scaling the Workforce to Meet Seasonal Peaks
One of the most significant challenges facing industries like utilities, engineering, and facilities management during peak periods is the need for additional manpower. As demand for services rises, so too does the need for skilled professionals who can manage increased workloads efficiently. At Woven, we address this challenge by strategically expanding our workforce during the autumn-winter season.
Our workforce planning is guided by data and industry forecasts, allowing us to anticipate demand spikes and adjust our staffing levels accordingly. For instance, during the autumn-winter 2023/24 season, we increased our agent resources by 35% to accommodate forecasted call volumes. This proactive scaling ensures that our clients have the support they need to manage the increased workload without overburdening their internal teams.
Our approach to workforce scaling goes beyond simply hiring more people. We place a strong emphasis on training and development, ensuring that every team member has the skills and knowledge required to support our clients effectively. Whether it’s managing reactive maintenance requests for facilities management firms, handling emergency calls for utility companies, or providing administrative support for engineering projects, our teams are fully equipped to integrate seamlessly with client operations.
Leveraging Technology to Drive Efficiency
In addition to scaling our workforce, Woven invests heavily in technology to ensure that we can deliver efficient, high-quality services even during periods of peak demand. Our use of advanced tools and systems allows us to streamline workflows, automate routine tasks, and improve overall service delivery.
One key area where technology plays a vital role is in managing utility outages and customer communications. During the 2023/24 autumn-winter season, we saw a 131% increase in traffic to live power cut maps and support services, highlighting the critical role technology plays in keeping customers informed during outages. By providing real-time updates and easy-to-access information, we help to reduce the number of incoming calls and improve the overall customer experience.
Additionally, our technology platforms enable us to track maintenance requests, monitor service levels, and provide detailed reporting on performance metrics. This level of visibility is essential for managing operations during peak periods when the risk of service disruptions is higher. With the right tools in place, we can ensure that our clients’ services run smoothly, regardless of the external pressures they face.
Optimising Processes for Reliability and Safety
Efficiency and safety are two of the most important considerations for businesses operating in the engineering, facilities management, and utilities sectors. During the autumn-winter season, these considerations become even more critical, as adverse weather conditions can increase the risk of accidents, equipment failures, and service interruptions.
At Woven, we are committed to helping our clients maintain operational excellence during this challenging time. To do so, we continuously optimise our processes, ensuring that we can deliver reliable, high-quality services even under difficult conditions.
One example of this is our work with utilities companies during the 2023/24 storm season. The severe weather conditions led to a significant increase in unplanned supply interruptions, and our clients reported a 29% increase in overall call volumes during this period. By optimising our processes for handling these calls—such as implementing proactive communication strategies and using technology to streamline customer interactions—we were able to diffuse 41% of the incoming call volume through proactive communications alone. This not only reduced the burden on service lines but also helped to improve customer satisfaction by keeping people informed and reassured during outages.
Similarly, our work with facilities management and engineering firms focuses on ensuring that maintenance and repair work can be carried out safely and efficiently, even in challenging weather conditions. By optimising our processes for managing maintenance requests, scheduling repairs, and tracking service levels, we help to minimise downtime and ensure that critical infrastructure remains operational throughout the autumn-winter season.
Customised Solutions for Every Client
At Woven, we understand that no two businesses are the same, and that’s why we take a client-centric approach to our work. We recognise that different industries have different needs, and we tailor our solutions to meet the specific challenges faced by each of our clients.
In the engineering, facilities management, and utilities sectors, the autumn-winter season presents a unique set of challenges, from increased demand for services to the added stress on infrastructure caused by severe weather. To address these challenges, we work closely with each client to develop customised solutions that are designed to meet their specific needs.
For example, some of our clients in the utilities sector may require additional support with managing customer communications during outages, while others may need help with tracking and responding to maintenance requests. In the facilities management sector, we may provide support with managing reactive maintenance work or coordinating emergency repairs. And in the engineering sector, we may assist with project management or provide administrative support to help keep projects on track during busy periods.
Whatever the specific needs of our clients, our goal is always the same: to provide the support they need to maintain operational excellence and meet their business goals without disruption.
The Role of Proactive Communication
One of the most effective ways we help our clients manage the challenges of the autumn-winter season is through proactive communication. By keeping customers informed about potential service disruptions, maintenance work, or other issues, we can help to reduce the number of incoming calls and improve overall customer satisfaction.
During the 2023/24 storm season, we implemented a proactive communication strategy that proved highly effective. By sending out timely updates and notifications to customers affected by power outages or other service interruptions, we were able to diffuse 41% of the total call volume, freeing up our teams to focus on more urgent tasks.
Proactive communication not only helps to manage call volumes but also plays a crucial role in maintaining customer trust and loyalty. When customers feel informed and reassured, they are more likely to remain satisfied with the service they receive, even during periods of disruption.
Preparing for Success This Autumn-Winter Season
As the autumn-winter peak approaches, Woven is ready to provide the extra support and expertise that our clients need to thrive through the season’s challenges. Whether it’s scaling our workforce, leveraging advanced technology, or optimising processes for reliability and safety, we are committed to helping our clients maintain operational excellence and meet their business goals without disruption.
With our experienced workforce, industry focused solutions, and proactive approach to managing seasonal demand, we are confident that we can help your business succeed during this critical time of year.
Contact Woven today to learn how we can support your seasonal success.
Call: 0800 307 7337 / Email: hello@wearewoven.com