By Katie Torres
You know those games where you have to guess how many marbles are in a jar and the winner gets a prize?
I have a similar game to play. Here's the question: How many steps do you think it takes to complete the average work order?
Is it five? Ten? Fifteen? Quick, think.
The actual answer is 40. Forty. It takes 40 steps, on average, to complete a work order.
If you guessed it right, I apologize but there is no prize. Just the shock of how much actually goes into work order completion.
But, it does not have to be this way.
Envoy has worked hard to bring that 40 steps down to just 6. 40 steps for one repair is entirely far too much, and we think you'd agree.
Here's how we did it:
We built a software tool to simplify the process.
We asked the question, “What are we doing that software can do for us?” What could automation provide for us, so that we would be free to make decisions and communicate with our customers?
With the dramatic reductions in steps that we have accomplished, our individual Account Managers are able to handle hundreds of work orders a week. That's not something one person could do if it was still taking 40 steps per work order.
We built in ETA reminders to keep work orders up to date and moving forward.
When our vendors accept a work order, they set an ETA. Our system sends out a reminder to the vendor every four hours if the ETA has not been set, or if they have missed it.
Our IVR ensures jobs are getting done on time, and helps us to make sure vendors are complying with customer processes.
We set up our processes with the focus of increasing communication with our vendors.
Every work order requires price approval which provides our team with the opportunity to discuss repairs, pricing, and catch unnecessary costs before they occur.
We are able to discuss with our customers about what’s going on with their repairs, before the repair is actually made.
We continually work to improve our technology, and we ask for feedback from vendors and customers to see how to better serve them with our software.
By shortening the steps it takes to complete work orders, we keep costs down, reduce time spent on repairs, and increase the data we have on each repair.
Technology improves communication and the level of service to our customers.
Learn more about it here.