FARIA
Client
Faria Mechanical
date
May 2019
Deliverables
Discovery, Design, Development
solution
Workflow Automation
Sometimes companies are lucky enough to grow very fast – on occasion, too fast for their internal systems to keep up. Faria Mechanical has grown to over 100 employees in recent years, four of which are admin staff and the rest are field technicians.
As their business grew, it became increasingly difficult for them to maintain order internally and deliver a great user experience to their customers. Their internal process was not automated, which led to frequent miscommunication and a lack of accountability. From an administrative standpoint, managing client requests, follow-ups and payments was complicated and inefficient.
The field technicians were travelling with paper invoices and often tracked their work details on loose pieces of paper, which later required manual entry. Overall, there was no cohesion between teams, which made administration and customer support very difficult.
To provide an efficient internal operations solution, SaaSberry analyzed the pain points and developed three applications – an admin tool, a service tool, and a client tool – for Faria Mechanical. These three channels are aimed at facilitating business operations and improving the experience of each different user. On the admin side, the software provides a live map view of field tech locations, updated job lists and task details, and accurate financial information and tools.
The service tool enables field technicians to request on-site client signature approvals, receive invoice payments, and keep relevant job notes. Finally, the client-facing site offers a self-booking system that allows customers to submit service call requests, create accounts, and view their paid and outstanding invoices.
By adopting this automated solution, Faria Mechanical is now able to streamline their internal operations, as well as provide their customers with a seamless experience from booking to payment. With an average service call upwards of $600, Faria Mechanical is able to complete the collections process quickly due to the new online system.
The company has become the largest HVAC service provider in Western Canada and services more than 5,000 customers in the Lower Mainland and Calgary.
Seamless Collections
Our automation solution removed the need for manual labor which involved following up with customers for collecting payment.
All current service requests now go through the Faria Mechanical service software, which means payment is collected automatically and results in less trouble and more transparency for the Faria Mechanical team.
This automated process also increases accuracy of reports and is easily trackable, which leaves little room for errors.
DEVELOPED
SaaSberry’s solution increased business transparency and internal accountability by introducing notification systems, checklist automation, and a customized payment solution.
The service tool proved especially helpful for the field technicians, as they are able to follow a standardized checklist and tick off items as they perform tasks on site. This is also beneficial to the company, as employees are kept accountable for ensuring proper service delivery.
Finally, the service tool features are important for client follow-ups, as the company has detailed notes of service delivery.
Workflow Automation
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