Rapid growth and stellar service goals were why Matrix HG needed more than just file cabinets and spreadsheets for their service department.Matrix HG, Inc. is a California HVAC company that serves industrial and commercial clients. Their services include whole-system design/build, building automation, piping, installation, repair and maintenance.
Though Matrix completes hundreds of projects a year, they were missing out on their full revenue potential. The culprits were paperwork and slow billing. Over the years, Matrix learned that using just papers and Vista didn’t help their business operations go smoothly. Matrix met with MSI eventually to show them how Service Pro field software eliminates paperwork in and out of the office. Though Matrix was a growing company, MSI helped further enable their growth.
BACKGROUNDMatrix HG, Inc. was seeking a software solution to automate their billing, invoicing and administrative processes.
“There was a lot of paperwork and drawn out processes from start to end. Billing didn’t move fast, and there were many unnecessary steps,” said dispatcher Brittany Myers.
In the office, dispatchers previously used just Vista by Viewpoint to create schedule and billing spreadsheets. Matrix leadership learned that Service Pro would fulfill their operational and clerical needs after just two training sessions with MSI.
CHALLENGESMatrix’s old system was paper based and messy, which resulted in low cash flow for the owners. Service technicians would log a work order, purchase orders and requisition in books all day. Service managers and dispatchers struggled to keep track of where technicians traveled all day by just phone and email.
• Double data entry: Every day, more than 30 field technicians tracked their work hours by hand. They would take photos of their work order sheets after finishing a job and text the large attachments to their bosses. Dispatchers spent too much time entering everyone’s hours and purchase orders in the system. Even worse, they found it impossible to enter all data on busy days.
• Slow billing: It would take up to three weeks after service orders were finished to bill customers. Sometimes billing sheets would get lost and so would work hours, which led to profit loss.
• Poor organization: The office got many calls per day, which they prioritized over data entry. The unfinished paperwork continued to accrue, which made the entire business less efficient. “We were losing service work orders. Between that and coming back to the office, the papers would get lost,” said Controller Mike Volan. “Bottom line, loss of money.”
ACTION TAKENMatrix employees struggled to fill out and enter so much paperwork every day. MSI helped the office go paper-free. We provided a two day Service Pro training session for Matrix leadership, which made them confident that their large field team could buy-in and quickly learn.
Matrix co-founder Dan Greeson loved the fact that Service Pro integrated with their existing Vista system. This was an easy sale for him, which he could sell to even his most skeptical business partner.
“I don’t like it when the customer has to wait over two hours for any service no matter how minimal,” he said. With Service Pro, on and off-site employees exceed his expectations.
RESULTSSince integrating Service Pro and Vista, field techs have all the information they need to solve problems via iOS or Android while they’re on the road all day. Employees no longer lose important documents or have customers fill out any paperwork, which gave them an even better reputation.
Dispatchers use a Vista visual calendar to send field technicians their work orders and schedules. The field techs view their assignments via Service Pro, which includes customer contact information, history, parts and model numbers, and detailed problem descriptions with urgency level. Customers get an invoice and receipt by e-mail and have the option to pay with by card. “Business has gone up 15% on the service side,” Volan said. “Our desks are clean and everyone works only 40-hour days.”
• User-friendly mobile integration
Service Pro is a mobile app that works on laptops, tablets and smartphones. Matrix HVAC techs find Smartphones convenient when working on a rooftop to take photos, enter and submit labor time. Service Pro also includes a mobile inspection checklist, which technicians complete and email to the office as a PDF attachment.
“When a tech completes a work order, we set it up so dispatchers get an email with a work order attachment. Each technician cc’s the completed work order to the customer’s email,” said Controller Mike Volan. “This replaces that same sloppy handwritten thing customers couldn’t read before.”
•Better labor and miscellaneous cost tracking
Before Matrix had Service Pro, HVAC techs couldn’t charge for welding costs with their old system. The unbilled welding services further reduced profit. Matrix has entered a fixed welding cost into Service Pro to automatically bill each customer.
Dispatchers and service managers create schedules and work orders via Vista. Field technicians use Service Pro’s clock app to track and send labor time to managers. Vista also has a “Work Completed” feature which separates time entry by task. The office no longer has to re-enter the field tech work hours, which gives them time to answer more phone calls.
Matrix previously only used Vista to assign work orders to technicians. Service Pro reduces the error rate, which reduces the need for data entry. Most importantly, bills aren’t issued in messy handwriting, which presents a professional image. Customers receive invoices on the same day of service and e-sign on the spot via the technician’s mobile device. The system automatically e-mails receipts to customers after they pay.
CONCLUSIONMatrix HG’s service sales increased from $600,000 to over one million with the help of Service Pro and thanks to their customer-centric business strategy. MSI Data found it rewarding to help Matrix streamline their business operations to drive further revenue.
Field Service Case Study: Matrix HG, Inc. Uses Service Pro and Vista for Speedy Scheduling, Billing, and Field Communication by Mrinal Gokhale