Our Client - A Commercial Facility Maintenance Service Company

Our client began as a commercial snow removal service in 2003 and has since expanded to become a leading commercial facility maintenance service firm in the Midwest. The rapidly growing company provides a variety of reliable property management services including landscaping, lot sweeping, power washing, and snow removal.

Their Problem – An Outgrown Internal System

The company outgrew their previous Visual Control Room software and needed a consistent platform for workflow management and operations for all departments. Their former process involved submitting daily work orders, whether or not there was a need for service, and calling individual contractors out for service. The tedious manner of adding work orders each day made it difficult for the company as they sorted through unnecessary information. Our client also lacked features in their system for reporting and tracking customer information and issues. The previous platform did not have the ability to quickly find information regarding a particular work order for a customer on the phone or for billing purposes. The disorganized procedures made it challenging for the company to gain insight into the different aspects of their business.

Instead of conforming to out-of-the-box software, our client wanted to create a system that could meet the needs of all of their departments and increase their revenue. They recognized the inefficiency of unnecessary work orders being submitted on a daily basis and wanted to build a platform to productively manage their 200-plus contractors. The team also noticed an opportunity to improve customer service and improve customer insight and visibility.

Our Solution – Companywide Operating System

We worked with the facility maintenance service company to create a companywide operating system to improve daily operations. Our web and mobile designs provided our client with real-time and interactive mapping capabilities, operational dashboards, and a complete workflow management system. The intuitive and easy to use program integrates with the company’s other main systems to automate key processes.

To accommodate the company’s growing team, a central place in the system was created to enter and look up customer order details. Our solution also helps to keep the entire staff in the loop through a priority cue on the main screen, allowing our client to address time-sensitive work orders in order of their customer’s deadlines.

The work order process now only generates work orders after a service was completed. Our client now has the ability to see where their contractors are working in real time and where they are heading to next. Through the application, the contractor can send pictures and reports to our client’s office after a job is completed or notify the customer of any issues. The application also allows contractors to view and manage all upcoming jobs, making it easier for them to do their jobs and allowing our client to attract better contractors.

ROI

As a result of the custom system, our client has been able to create a service experience that cannot be matched. They were able to increase their number of new customers and grow existing accounts. We placed this increase in growth at a value of $1,500,000 for their company. Our client will also experience an estimated four percent reduction in shrink costs as well as an estimated savings of $180,000 a year through increased efficiency in their processes. On top of all of this they can expect to capture roughly an additional $200,000 per year in revenue with increased visibility, allowing the team to capture more opportunities.

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