Episode 8: Business Intelligence in Field Service Featuring Vincent Barterian, Service Manager, Total Industrial Air

Transcript

We are super excited. You guys have been a client for a while now and I will go ahead and let today's guest introduce himself. Yeah, I'm Vincent Barterian. I'm the service manager over at Total Industrial Air. I've been working for our sister company at Total Energy Systems for about five years now, and, uh, made the move to Total Industrial Air when we purchased them about, uh, almost two years now. Um, yeah. So I've been doing that, uh, and working with Service Pro and uh, my main point was switching them over from, uh, carbon copy, uh service uh, orders to uh service Pro working in full, full performance. And one of the biggest drives to getting that working is the the business intelligence. Um, yeah, it's really awesome when a company gets to make a digital transformation, because I feel like those words get thrown around like buzzwords, but then it's like actually something when a company can see the change and the transformation that can happen. Um, it's just such a game changer. Can you talk a little bit about, like, how you guys leverage BI and how it gets you information quicker and a little bit about like the behind the scenes? Yeah. So, um, while we were working in Total Energy Systems, it was something we kind of brought into the company. Um, as a as a caveat. Um, to help us out. And it wasn't something that was mainly focused on on our day to day. Um, and since we had a little bit more, um, experience with the business intelligence when we, uh, when we acquired total industrial air, um, we decided to make it a focal point of how we, we process our workflows. Um, so it's, it's a daily process where, where the, um, the parts coordinators and the service coordinators, that's where they get all of their information from, of where they need to go to accomplish the day to make sure they're keeping on track, making sure things aren't being left behind. It's become a, uh, a very, uh, very resourceful point. Um, for us to know what the next step is, whether it be an ordering parts, scheduling, service calls, understanding our revenue points, and making that the the focal point of how we're building our environment from the beginning of going from carbon copy to service Pro has helped us build the environment a little bit cleaner and more efficient so that it can be tracked in the business and intelligence. Um, and it allowed the buy in from, from total industrial air, um, to be a little bit quicker because of, of, of how quick we were seeing results and how, how fast things were moving and how easy it was to see all of those results on a day to day basis, being pushed through the business intelligence and visible for all the employees. Mhm. Yeah, it's really cool when people are able to shift from kind of that reactive rate to being more proactive because they have more information. Right. So if we even take a step back like 30,000ft, what kind of information do you guys put in there with your work orders? What are you guys tracking? Like how do you use the tool? What's cool about it for somebody who has no idea what we're even talking about right now? Yeah, absolutely. So, uh, the, the big focal points to really just the bare bones of it, um, is, is starting at just when we need to get something scheduled and, and, uh, where, when we ordered those parts, what parts are, are we're waiting for and who that customer is for just to get get things going, get things on the schedule so they can get completed. So we track stuff like, uh, um, appointment statuses, um, uh, with parts ordered statuses, parts confirmed on hand, all of the dates that are associated with those parts, orders, vendor POS, so that you can have a quick view and look up what Po you sent to the vendor and see why you were waiting for that part to come in. Or we can, uh, we if it's parts confirmed on hand, we know that that we can get that scheduled so that pops up in a different buy. Hey. Parts confirmed. We need to schedule this so the service coordinator knows that he needs to to to get in and lock that in. Um, and even on a deeper level where we're trying to track inspections that were completed, that turned into estimates, that turned into a work order. So it's it's merging 3 or 4 different parts of the software and giving us a percentage of, of a win rate for each technician and a company win overall. Um, while it's also counting all of all of those, the total dollars of each work order for those recommended service jobs. So it's it's touching every single port part of our business, and it's able to combine those parts of our business so that we can find the efficiencies, find the wins and and focus on those. And it's it's live data. So the second you're getting it you know you can you can respond to it. Um, and that's been a really heavy focal point to us is response. You know, less employees are needed because of, of the, um, how quick and organized the things are automatically being put in immediately. Yeah. And that has to be huge, too, because it's so hard to find labor right now.