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Category: Case Study

Case Study of John Horan: President Of MEA

John Horan -In 2004 John founded Horan and Bird, a North Queensland based electrical company, which now employs nearly 150 people and is one of the largest solar installers in Australia. He is also the president of Master Electrician Australia.

In the year 2019 John completely expanded their business in Australia opened new branches across Australia to increase the national presence but in Feb of 2019 their head office got affected by floods and the office was completely flooded. It was a tough journey getting back on track.

He and his team members were resilient, they lost pretty much everything stocked up in the head office, lost even the computers but they got themselves up within a month and were beck to the work.

The major advantage over here was that all the important customer data was stored in the cloud so they did not loose upon the crucial data of their customers.

The negative aspect of it was that ten of their staff members lost their house in the flood and they helped them get back on track.

The focus is on understanding that as a business owner one has a set of plans for the company but when a situation like this happens, how you respond to it is what defines one as a leader.

The procedures that John followed for a few weeks 

  • Work from home as everything was on the cloud so the dispatcher could do it from his home. 
  • Followed the disaster management procedure manual so they went through that thoroughly and followed the guidelines.

Some important Insights about  his business

  • His company lays a major emphasis on conducting conference meetings. They help in creating an open environment among themselves.
  • He has also set up Bronze, Silver and gold membership for the techs working in the company – Techs with 15-20 years experience go into a gold membership program. For the younger techs, he has created a learning program from which they can learn and enter the gold membership program. The motive behind conducting a learning program was to be fair to everyone. If any younger tech is putting in the effort then he is going to get the reward. The end goal is to create a good quality team and bring confidence to our customer’s decision-making process when any of the customers are considering our service.
  • Getting safety measures right – The safety needs to be on the spot because authorities are very focused on that any electrical accident can cause a huge problem for your business and it is not just the business but also how serious one guy is about the services.
  • John believes that the problem arises when the techs are done with their capstone exam and then when they get their trading license they are not tested on their skills on a yearly basis. Making sure that they are going through the tests will help the techs understand better about their skills and make sure that they are confident.
  • John has 4 managers under him who supervise the whole business operations and report to him all the daily updates. 2 of them are sales managers – One of them operates residential whereas the other one operates commercial operations.
  • Tracking results all the time and evaluating any change in patterns is important for any electrical business.
  • Important to make that branding of the company clear very important
  • He handles marketing too it is important to understand the channel on which one wants to promote. When it comes to marketing. Today it is absolutely mandatory to have a website, back in 2004 it wasn’t a big deal but now it is important to have a digital presence. People lookout for any business on the internet.
  • Voice activation is going to become the future soon, people are just gonna lookout for anything online using the voice. Example – ”hey google find me the best electrician in an ABC location “ that’s how it is going to be.

The first rule of improvement in any industry or business is that one needs to know your capabilities. Be honest and real about it. One can analyze by these questions:

  • What was I doing?
  • Who was I affecting?
  • Was I doing it right or wrong?

And make sure to learn something new every day.

John Horan is a true inspiration because of how he dealt with a situation which was completely unexpected and overcame it with pure conviction in himself and his team.

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author January 5, 2021 0 Comments

Success Story Of Kulana Services

The Beginnings

The journey began in 2002 when Jeremy took over a product company called Coos Bay Restaurant Equipment. However, coming from a background of service and installation, which involved a different skill set altogether, Jeremy faced challenges.

Therefore, the sales for Coos Bay Restaurant Equipment suffered. The dissatisfaction drove Jeremy and the team to open up a service company alongside Coos Bay restaurant equipment (later known as Carlson food equipment).

In 2005, the service company was incorporated as Carlson services Inc. The working of the company was immensely dependent on paperwork as everything was done by hand and calendar.

The paperwork brought its own challenges – from scheduling to keeping up with remembering a lot of stuff at once, it became cumbersome, and that was when the team decided to go for a service software.

They initiated with QuickBooks, and as things started to grow down the years, they got busy.

Further, the unforgettable recession of 2009 made the company even busier; and post the same, they decided to land on a field service software to ease out the operations.

The software they started with was Housecall Pro, which they used for quite a few years. The accelerating growth in 2015 proved that it wasn’t robust enough to handle the volume. So they started searching for alternatives. Most software they tried had multiple glitches. They bounced to FieldEdge, ServiceTitan, followed by many more in the line until ultimately they got to SmartServ. When they swapped to SmartServ for a trial, things began to grow, and as the company was growing, so was SmartServ along the way. Jeremy was pleased with the team at SmartServ and believes that although nothing is perfect for everyone. The team at SmartServ keeps on working to improve every day.

SmartServ adapted to our needs rather than us trying to change everything we do to work with SmartServ, and that’s the biggest help!

Jeremy, owner, Carlson Services Inc.

Jeremy’s journey begins from almost 20 years ago, from doing everything by hand to growing, and as of today, running three businesses by joining hands with SmartServ.

The Journey with SmartServ

Jeremy shared that from the very beginning. SmartServ’s sales development representatives explained what value can be added to the business, provided demos, and covered the bases. Starting from the call to scheduling, dispatching, estimating invoices, to getting paid and the fast sync to QuickBooks. SmartServ made the managing process smooth and handy.

Recalling from where the company started working with SmartServ and comparing it to now. Jeremy mentioned that the software was cohesive and has always worked for them, and what changed were the continuous improvements that made it even better.

He added that the promises made by SmartServ, whether it took weeks or months, were completed and delivered, and that meant more to him than anything. 

Jeremy also mentioned that keeping it streamlined and all in one platform is crucial. According to him, there is so much time wasted on jumping from one platform to another. but here they are not jumping back and forth from QuickBooks to SmartServ, and it has helped them in saving a lot of time.

Compared to previous platforms, like Housecall Pro, he felt that there was a lot of double-entry, the syncing through QuickBooks was decent. But it was not a hundred percent. The information on the mobile platform was very limited in terms of past-history. Having the ability to look at the job history is something which SmartServ does well. And Carlson Services Inc. is happy with that. It has undoubtedly helped Jeremy save a lot of time, again. 

With Smartserv, Jeremy has been able to manage everything on the mobile platform as well as on the office side through the management portal.

Another aspect that Jeremy observed in alternatives was that as more data gets uploaded, the software becomes slow, and that has not been the case with SmartServ.

Top 3 pointers which Jeremy admires about SmartServ: 

  • SmartServ has been able to help save plenty of time and revenue over paper spend. Apart from no paperwork, the need to call customers repeatedly just to refer back to customer details and notes has been eliminated.
  • In terms of revenue generation, it has helped 2x the revenue
  • The customer success team has been very patient and attentive, and 24×7 support is a great experience.

Click here to read the success story of Andgar Mechanical

Click here for a demo

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author December 24, 2020 0 Comments
Modern white kitchen clean interior design

Mike’s Plumbing & Drain Cleaning Uses SmartServ Mobile to Transform the Plumbing Industry

Mike’s Plumbing has been providing Residential and Commercial Plumbing Repair & Drain Cleaning since the last 25 years. Nicole Marinez spearheaded a new initiative. Transitioning them from their outdated Microsoft Outlook onto a very easy to use SmartServ Mobile. Making it easy to manage the business in the office and out in the field. Since this change, Mike’s Plumbing benefits from a high volume transactional sales and a much happier operational team.

About Mike’s Plumbing & Drain Cleaning

Mike’s Plumbing & Drain Cleaning is a small family-owned and operated business. Mike Marinez, a licensed and bonded journeyman plumber with over 25 years of experience in all facets of plumbing repair and drain cleaning for both residential and commercial properties started the business. He has experience working in the plumbing industry with other leading companies. It has given him a strong and diversified range of plumbing solutions which he brings to the team located in Edmonds, WA.

How SmartServ Added Value

Prior to using SmartServ Mobile, Mike’s Plumbing was using Microsoft Outlook in addition to clipboards. To book appointments, make invoices, and dispatch technicians out to perform maintenances. When Nicole started running the office operations in Mike’s absence. She was first tasked with taking a deep examination into their existing toolset to identify any weaknesses or opportunities. Her goal was to develop a fast operational servicing model. A model that would accelerate the company’s sales pipeline and grow their bottom line.

Nicole soon discovered several roadblocks to those growth and revenue aspirations. First, they were using a combination of several different tools, making it difficult for reps to conduct simple tasks like invoicing & collecting equipment records for Preventative, general and SOS visits.

Second, feedback from the team revealed that their techs did not have any visibility before heading out for the job. It took a lot of time to find out. And it was not intuitive for field reps to navigate for all different types of jobs throughout the day. “We felt like the tools were really designed for our in-house managers. As a rep on the front line, it took forever to enter and find the information I needed during a site visit or machine checkup on a piece of paper.” To Nicole it became clear that their operations model, was not designed for field reps, rather it was built for seasoned service managers on new construction projects. Nicole recalls, “It was really a pain, my team needed additional training every week and ultimately it was overkill for what we needed.”

With constant frustration from the field reps and need for ongoing training for boosting sales, Nicole quickly realized the costs outweighed the benefits so she began searching for a better solution.

“Once I found out about SmartServ Mobile, I just knew I had to have access. Then, once I started to use it, I thought it was really a game-changer, plus our technicians really liked their mobile app”

Nicole Martinez

Importance of Speed and Simplicity

As soon as Nicole made the decision that her team was going to adopt SmartServ, it was easy to get the rest of the company on -board. Where the other systems are made up of dozens of tools and complicated features to learn and customize, SmartServ is designed to small-mid sized teams. Mike’s Plumbing started quickly and kept them focused without changing the way they already do things.

Another immediate benefit they saw was the amount of time saved by technicians using offline saving & Time Cards features. Using the office Dashboard, Nicole is able to easily track technicians, their activities, monitor every interaction with homeowners. And access impact – all in the same place. In servicing, for any business, there is typically a lot of data going back and forth. Nicole shares, “the ability to create a quick form, checklist or Quote in SmartServ for our multiple site visits are really valuable and frankly, very well thought out for our needs.

Another immediate benefit they saw was the amount of time saved by technicians using offline & Time Cards features. Using the office Dashboard. Nicole is able to easily track technicians, their activities, monitor every interaction with homeowners. And access impact – all in the same place. In servicing, for any business, there is typically a lot of data going back and forth. Nicole shares, “the ability to create a quick form, Checklist or Quote in SmartServ for our multiple site visits are really valuable and frankly, very well thought out for our needs

SmartServ Saves Time.

SmartServ is built around the way how service companies function today. Core to its foundation is the fact that the way people interact with data has changed. Today’s process happens across dozens of channels and hundreds of touchpoints – from your website and social media to your emails and phone calls. We track and organize everything automatically. Using SmartServ, Mike’s Plumbing is able to access homeowners’ machine health, service requests, performance metrics, and track maintenances plus more. Office manager like Nicole, now have access to this information on a daily basis and can better forecast failures right at their fingertips.

Mike shares, “Servicing is science, not magic. Science is “how does the process work”. What is the scope for optimization? Now with SmartServ, knowing what is going on tells you the health of a machine and also a field rep. Having a view into what’s working and where bottlenecks are – helps us guide reps to skill development and overall improvements. We have gone all hands on deck with SmartServ Mobile starting August 2017 and made it mandatory for all our site visits”

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author April 8, 2020 0 Comments