Sureserve is one of the UK’s leading home-services groups, responsible for keeping properties safe, warm, and compliant. Partnering with housing associations and local authorities, Sureserve combines nationwide reach with regional expertise to deliver tailored, high-quality solutions.
To modernize resident engagement, reduce more than half a million failed visits per year, and boost first-time fix rates, Sureserve partnered with Praesto Consulting to implement Creatio’s Agentic CRM. The shift resulted in a dramatic improvement in communication, rapid no-code iteration, and a future-ready foundation for AI-enabled diagnostics, transforming one of the UK’s most operationally intensive service environments.
Watch an interview with Sureserve to find out more
Key Deliverables
Omnichannel Resident Engagement at National Scale
Introduced a WhatsApp-first, digital communication model that gives 1.2M residents instant, 24/7 access to appointment updates, confirmations, and rescheduling.
Instant No-Code Agility for a Complex Data Model
Enabled Sureserve to refine processes and adjust its multi-layered property data model in real time, often completing configuration changes within the same workshop.
One Integrated Service Ecosystem
Connected property systems, scheduling platforms, field-service tools, and communication channels into a single, coordinated environment that supports 4,000 engineers daily.
Agentic Platform Supporting Smarter Diagnostics
Laid the groundwork for case-specific questioning, symptom analysis, error-code guidance, predictive failure identification, and digital self-help flows.
Operational Excellence & Cost Efficiency
Strengthened first-time fix rates, increased workforce utilization, reduced operational waste, and accelerated outcomes for residents.
Traditional Engagement vs. Modern Expectations
Sureserve had long relied on traditional communication methods that were once effective but no longer matched how residents prefer to engage. Appointment letters sent by post and phone-only rescheduling often went unnoticed or unanswered. This created an operational ripple effect: engineers arrived at properties without confirmed access, resulting in around 500,000 unsuccessful visits each year and placing unnecessary strain on teams working to keep homes warm and safe.
Behind the scenes, the organization was working within a similarly complex environment. Over time, different systems had evolved with incompatible interpretations of property data, workflows, and service histories. Making even small adjustments required lengthy planning and IT involvement, slowing down innovation at a moment when demand and expectations were rising. Sureserve needed a way to modernize resident engagement, equip its engineers with better information, and adapt processes more rapidly without disrupting essential services.
Real-Time Change Without the Heavy Lifting
Data Model Adjustments in Minutes — Not Months
Speed was the deciding factor in choosing Creatio. With a complex data model spanning multiple systems, stakeholders, and property records, even small changes had previously required extensive planning and long development cycles. Creatio’s no-code architecture changed that dynamic entirely. It enabled Sureserve to redesign structures, relationships, and workflows in real time, transforming processes that once took months into updates completed within a single workshop.
The speed of change has been the biggest benefit. Our data model is complex, with multiple systems and interpretations of what a ‘property’ even is. In the past, changing that structure required weeks. With Creatio, we make those changes during the meeting. That level of agility has been transformative.
Building the Future of Diagnostics with AI
Each winter, Sureserve’s contact center manages hundreds of heating-related calls every day. Many of these issues don’t require an engineer at all. Yet without a smart way to assess the situation remotely, the organization often must dispatch a visit just to diagnose the problem, creating avoidable workload for engineers and delays for residents who genuinely need urgent help.
Sureserve sees AI within Creatio as a major opportunity to change this dynamic. Their vision is to use Creatio’s AI-native foundation to guide residents through boiler-specific diagnostic steps, interpret error codes, surface self-help videos, and even predict the most likely component failure before an engineer is sent.
This future capability would allow engineers to arrive with full context (and the right parts) on the first visit, dramatically improving efficiency and reducing unnecessary callouts.
If the data is solid, AI can do the early analysis and our engineers can focus on the real repair. That mix makes the job easier, speeds up the resolution, and removes a lot of the frustration for customers and the team.
Omnichannel Resident Engagement
A major priority for Sureserve was modernizing how residents are contacted and how appointments are managed. Creatio enabled Sureserve to replace the traditional, paper-based approach with a digital, omnichannel model built around WhatsApp—the channel residents already prefer and use every day. Appointment reminders, confirmations, rescheduling, and updates now happen instantly, without the friction of phone queues or missed letters. Residents can adjust appointments in seconds, at any time of day, while engineers receive far more reliable access confirmations before they arrive on-site.
This shift has transformed one of the organization’s most persistent operational challenges into a seamless, resident-friendly experience that manages resources better and strengthens engagement across Sureserve’s nationwide service footprint.
With Creatio, our communication isn’t just digital, it’s intelligent. The platform triggers the right WhatsApp messages at the right moment, adjusts to resident behavior, and guides them automatically. That agentic engagement is what finally reduced the volume of missed visits.
Seamless Integrations Across the Enterprise
Sureserve’s digital ecosystem used to reflect the complexity of its operations. Property databases, scheduling tools, field-service systems, and communication channels all served essential functions but operated independently. Information moved slowly, and teams had to reconcile different versions of the truth before taking action.
Creatio fundamentally restructured how information flows across the business, serving as the orchestration layer at the center of everything. Integrations streamline seamlessly across property systems, workforce scheduling, service tools, and resident communication channels. The result is a clear, consistent data landscape where every team operates with confidence. Compliance processes are smoother, engineers have better context, and residents benefit from more coordinated, predictable service.
Elevating Service with
Predictive AI
Sureserve is laying the groundwork for a more predictive, data-driven service model powered by Creatio’s expanding AI toolkit. The upcoming roadmap focuses on enabling the platform to analyze boiler behavior, interpret diagnostic signals, and flag the most probable fault before anyone leaves the depot. By combining AI reasoning with Sureserve’s evolving data model, the organization aims to materially reduce operational load, shorten resolution times, and build a more proactive service.
If the data is solid, AI can do the early analysis, and our engineers can focus on the real repair. That mix makes the job easier, speeds up the resolution, and removes a lot of the frustration for customers and the team.
About Praesto Consulting
With a proud legacy of 15 years, Praesto Consulting stands at the forefront of delivering complex transformational projects worldwide. Headquartered in the United Kingdom and with offices across Europe and the United States, they are uniquely positioned to serve a diverse array of global clients spanning multiple industries.
