The Elevator Service industry has changed dramatically in the last few years. Customers want faster service, machinery is getting more complicated, and competition is fierce. Elevator service companies are trying to keep pace with the hectic growth of the industry while at the same time trying to increase revenue from maintenance and repair, eliminate fines, increase up-time, and provide better service to their customers. With so many new challenges, the only way to win, keep, and grow your business is with the help of an Elevator Contractor Management Software solution.
Here are 5 major challenges that an intelligent software solution can help you overcome:
Challenge 1: Increased Expectations of Customer Service
Customer service expectations have dramatically increased in the past few years. Thanks in part to 24/7 connectivity and the ability to reach companies via a number of different channels, customers now want instant response to questions, repairs or replacements to be dealt with immediately, and to solve the problem on the first visit. For Elevator service companies the pressure to fix it right the first time has never been higher, a near impossible task without the help of technology. With a comprehensive, intelligent Elevator Contractor Management Solution, technicians are always on-time, prepared and armed with all the information they need to offer superior customer service and to fix the job right the first time. Customers will always be satisfied and never need to look elsewhere!
Challenge 2: Avoiding Fines & Violations
In an industry that is continuously transforming, it’s no surprise that elevator compliance is also constantly evolving. The Department of Buildings (DOB), OSHA, and other governing bodies have been boosting regulatory efforts in an attempt to keep elevators code compliant and millions of passengers safe. In the past five years alone, there have been significant code and rule changes that have had a major financial impact on building owners, managers, and elevator service companies. There is no evidence the continued flow of compliance changes will be slowing anytime soon. NYC has been the most enforced city where elevator violations are now the most commonly issued DOB violations. Although the majority of elevator violations are issued as a result of routine maintenance inspections, new administrative violations for failure to conduct and file paperwork for mandated annual inspections are now widely issued. The only way to stay safe and compliant is to use an Elevator Contractor Management software that automatically and continuously updates, collects critical data, and issues alerts on violations, complaints, inspections, fines, hearings, jobs, and permits for property owners, managers, and service companies. In today’s environment, compiling manual information on a spreadsheet is not enough to prevent critical issues from slipping through the cracks. Constant attention and technology are required to prevent the accumulation of risk factors that can lead to violations and fines.
Challenge 3: Synchronizing All Those Moving Parts
One of the great challenges of delivering stellar elevator service is the number of “moving parts” in the process. From the moment a customer calls to the time the case is closed and an invoice sent, there are a number of steps that can be mismanaged, especially if a company is still primarily paper-based. Companies can conquer the multi-step field service process by automating and synchronizing it. Field service software designed specifically for the elevator industry can help managers in the office organize the workforce and help field technicians on the move better manage their individual workflows all in one central place. With a connected field service management solution, all duplicate data entry is eliminated as data entered once is instantly synced.
Challenge 3: Real-Time Communication
Keeping track of the location of field service technicians used to be impossible, unless they called in. It was difficult to re-assign tasks, to know if they had run into problems, or if they had completed their assigned job ahead of schedule. Real-time communication and the ability to see where field service engineers are and where they are in their schedule or job can help managers rapidly re-assign those technicians that are running ahead of time, or send in additional help to those that have run into problems. Technicians can update the status of their job with the click of a button to let the office know if they are on-route, starting a job, or job completed. Elevator contractor management software enables real-time communication so everyone is on the same page working as a cohesive and efficient team.
Challenge 4: Operational Costs Are Rising
Not only are customer expectations rising, but so too is the competition to deliver the best service. Add to this pressurized environment the fact that operational costs are also increasing. Keeping operational costs under control is one of a field service manager’s biggest headache. Parts that need to be ordered in, excessive drive times, extra truck rolls, warranty leakage etc are all costing businesses money. Using an end-to-end elevator contractor management software, managers and owners can easily pinpoint where their operational costs are escalating and how to bring them under control. And all of it can be done in real-time….no more waiting for end of quarter reports. Find out immediately when your modernization jobs get off course in time to redirect the project. Gain visibility into your technicians’ performance. Just because your techs are working 40 hours doesn’t mean they’re productive during those 40 hours. Take advantage of real-time data to facilitate intelligent business decisions to lower your operational costs and increase your revenue.
Challenge 5: Keeping Field Service Staff Happy
Elevator service technicians are the face of the company. Letting them perform their jobs without wasting time on operational or administrative tasks keeps them happy and, therefore, keeps your customers happy. Equipping technicians with all the knowledge they need and the ability to get help quickly if things go wrong can dramatically improve their performance. Giving them tools to easily locate the job site and equipment, ensure they have the correct parts, have all the customer and equipment history, and minimize their paperwork lets them concentrate on the job they were hired to do. Happy technicians are productive technicians!
As your business grows, it takes a lot of work, organization and communication to succeed. There are dozens of moving parts and tough decisions to make every day, and you need to stay on top of it all in order to move the company in the right direction. Whether for tracking client needs, arming your field staff, connecting departments or making data-informed decisions, you’ll find that implementing a synchronized system that works for you 24/7 and effectively eliminates human error is a natural, effective and revenue-generating investment.