Challenges – Open for Submissions
- Gach Post
- Blag
- Mol na mBall
- Nuacht
MJOS Group, based in Kilcock, Co. Kildare, delivers heating, plumbing, and construction services across Ireland through three specialist brands. Home Comfort Retrofits is an SEAI-registered provider of energy assessments and retrofit upgrades. MSM Renewables, founded in 2019, services renewable systems like heat pumps and mechanical ventilation. MOS Mechanical, formerly Mick O’Shea Heating & Plumbing, brings over 35 years of plumbing and heating expertise. Together, they handle everything from simple repairs to large-scale installations.
MOS Mechanical is looking to upgrade its homeowner aftercare service to ensure faster, more accurate responses to heating and plumbing issues through improved digital reporting tools. This initiative aims to reduce unnecessary site visits and deliver a more consistent experience for residents across our housing schemes.
MOS Mechanical faces a critical bottleneck in its aftercare process where essential data for triaging faults (such as warranty status and commissioning dates) is siloed in spreadsheets rather than integrated into their ticketing system, leading to inconsistent decision-making and wasted site visits. The current reliance on manual phone call logging and unguided reporting results in missing technical details like error codes or photos, causing incorrect party assignments and lost revenue on chargeable repairs. To resolve this, the company seeks to implement a guided web form and an AI voice assistant that automatically capture complete house-specific data, apply triage rules consistently, and generate fully actionable tickets to eliminate wasted journeys and improve fault pattern visibility.
Current Pain Points:
- Volume & Time Burden - 1.5–3 hours per shift spent on email — time that could be redirected to direct guest service and revenue-generating activity.
- Ownership & Continuity Gaps - Shared inbox with no formal ownership model or escalation protocol. Busy periods create risk of queries falling between shifts.
- Limited Analytics & Oversight - No reporting on response times, query types, volume trends, or team performance — making it difficult to manage or improve the process.
- Repetitive Query Handling - High volume of identical queries (parking, check-in/out, directions) answered manually despite templates — no intelligent automation in place.
- No Intelligent Routing - Emails intended for other departments (reservations, F&B, events) are forwarded manually — no auto-classification or routing logic.
- Inconsistent Guest Experience - Reply quality and speed varies across team members and shifts. No structured escalation for complaints or high-value guest queries.
