Did you know there are over 40 steps to basic work order management? And this is just for a basic repair. Over 40! That is crazy.
The reason we know this is because we mapped out the steps and every possible direction a simple work order could take. When we finished, we covered an entire white board with our notes.
Our founding team knew we wanted to do things better, more efficiently, and most importantly…more effectively. 40 steps for one repair was way too much for a person to repeat over and over across thousands of work orders a year.
For starters, we needed to simplify the process. Our experience told us that when you can free people to do what people do best, great things happen. In order to build our business model around high communication and irrational helpfulness, we simply could not have our Service Agents and Account Managers with their heads down doing data entry. We had to start eliminating steps.
So, we started our company’s journey by building a software tool. The goal was to automate the work order management process as much as possible. My partner would repeatedly ask the brilliant question, “What are we doing that software can do?” We were drilling down the process to leave our people with nothing left to do but make decisions and communicate with our customers.
We have reduced over 40 steps to just 6 decisions through our technology. This makes it possible for one Account manager to handle hundreds of weekly work orders on their own.
We built-in ETA reminders to keep work orders up to date and moving forward. Our vendors set their ETA when they accept a work order and our system reminds them every 4 hours if the ETA has not been set or if they have missed it.
Our IVR allows us to make sure jobs are getting repaired on time and gives us an opportunity to make sure vendors are complying with customer processes.
We intentionally built-in processes to increase communication from the field by leveraging NTE’s to create a natural update points from our vendors. This allows us to tell our customers what’s going on with their repairs well before the repair is actually made.
Our technology will never be a finished product. We push new updates and improvements every month based on customer and vendor feedback. It’s been exciting to see an idea through to reality. It’s even more exciting to see the impact it’s making for our customers, vendors, and employees.
We keep our management costs down. We reduce the amount of time spent on repairs. We increase the amount of information we have about each repair. We improve the quality and frequency of communication, and we deliver better customized service to our customers.