Case Studies - Prophit Management
Headquarters: Calgary, Canada
Sector: Construction
Function: Field Service Management
Solution: Flowfinity Actions for field service and dispatch operations
Benefits: Increased efficiency, increased accuracy, decreased work load
"Flowfinity is so customer-oriented. They helped me enormously during my learning curve because they want to make sure our product and their solution works. They clearly believe that if they don’t make us succeed, they don’t succeed."
- David Frank, IS Manager
Challenge
Managing three independent drywall companies, Prophit Management has to orchestrate drywall installers’ jobs. The paper-based service management system they used relied on multiple faxes and phone calls to dispatch and execute every job. That meant up to 7 calls on every job, up to 30 faxes back from teams in the field, and many points of failure with unreadable faxes. If an installer on-the-go lost a faxed service request, the appointment could be missed. Also, at the end of every day, a service person and supervisor would spend hours collating information about work completed to input into the company’s time and billing systems. Prophit Management wanted a simple way of dispatching their installers to job sites – where they could monitor their service response to customers and capture metrics on time worked per job and materials used.
Solution
Prophit Management deployed Flowfinity Actions. The out-of-the-box application allows critical data such as tasks, jobs, tickets, work orders and approval items to be exchanged between users of BlackBerry® devices in the field and business managers back in the office. Job requests are wirelessly dispatched to the field. The data received back from the field greatly improves the administration and billing of jobs. When a service person changes the status of a job, it automatically updates the scheduling dashboard that supervisors see on their PCs. Job status is color-coded so supervisors can easily see the status of all the jobs on the day’s roster and make decisions that improve customer service. The system also enables to better track a service person’s time and materials used on every job.
Results
- Reduced paper and phone time: up to six faxes, seven phone calls and hours of night time administrative effort per job were eliminated because data is now wirelessly sent and collected using Flowfinity Actions.
- New business opportunities: customers are noticing that Prophit Management companies can be depended on to be on time and on the job when they say they will be. As a result, new business has been offered to the company.
- Streamlined tracking and billing: because all data is routed into the back end scheduling and accounting system, more data is collected that will one day help speed up the billing cycle.
