Case Study: Commercial Roofing

Executive Summary

Our clients are a firm who provide expert industrial and commercial roofing solutions. They focus on providing nationwide maintenance services, involving both fixed term contracts and on- call maintenance.

They needed a system to more efficiently manage and track each stage of their business process from the initial survey, to roof installation or repair, and on-going customer care.

  • SwiftCase replaced the client’s inefficient administration methods with browser-based case management software which automates the full range of their workflow.
  • A profit-calculator feature was implemented as part of the system, allowing automated evaluation of whether a job is profitable before starting.
  • Automated skill-based allocation of staff members to relevant tasks.
  • The ability to create and share standardised documents with their customers in a straightforward and secure manner.

Challenges

Challenges

  • Before our client implemented SwiftCase, they relied on a combination of cumbersome software packages and paper documentation, which was inefficient, slow, and made it difficult to go back and review previous records, especially when spread across a variety of formats.
  • Allocating staff was done manually, by making phone calls and maintaining a large number of spreadsheets across the office.
  • Sharing documents with clients involved either emailing or sending a physical paper copy, which was unreliable, unmonitored and prone to mistakes.

How SwiftCase Helped

  • By replacing administration methods with a browser based software solution, the client is now able to save time and resources, with secure, role-based access from desktop PCs, tablets and smartphones. This means that engineers can now access their job information while they are out on the road, rather than relying on paper-based job sheets.
  • SwiftCase was configured for the client so that they can now monitor every step of the roofing process, providing increased compliance and customer satisfaction. They also have accurate and detailed records kept of all the work they do, the time it was undertaken, and which staff member was involved at each stage, providing better accountability.
  • With the profit calculator feature, the client can automatically work out whether a job is worth taking on, making a quick evaluation of its profitability, in terms of percentage.
  • Producing and sharing documents has become much easier and more secure. All relevant documents can be sent internally through SwiftCase, without relying on email or physical copies. The document manager feature allows users to upload and organise documents specific to one case, viewable to anyone with the correct permissions.
  • Having standardised paragraphs for staff to select from, rather than having to write documents from scratch on every job, provided increased consistency, reduced reporting errors, saved time and allowed the organisation to shift their focus to customer support than laborious administration.

Results and Return on Investment

  • The client was able to effectively replace three of their outdated, expensive database systems with an intelligent, modern and easy to use cloud-based system.
  • The time taken for all services from start to finish, including customer care, was greatly reduced. This allowed increased customer volume, using the same or even reduced resources, with the business now focused on organising and implementing profitable installation work rather than time- consuming administration tasks.

Results, Return on Investment and Future Plans

For the first time in many years, I have been able to go on holiday and relax without having to worry about managing every aspect of my business. SwiftCase allowed me to monitor progress and administrate, if need be, all from my mobile phone while laying on a sun lounger by the pool. A long overdue break from the office!