Background:
With around 80 field technicians and manual/paper-based processes, BTU Group sought a modern solution that could help streamline processes to create better workflows with their customers. BTU Group is a UK-based company, focused on providing high-quality maintenance, repair, and installation services to their wide portfolio of clients.
Challenge:
The primary challenge faced by BTU Group was workflow inefficiency (with manual systems) that an established partnership with Service Pro® has helped to streamline for over 5 years now. (View the initial case study with BTU here!)
Manual processes not only consumed valuable time but also made it difficult to maintain accurate records and promptly address customer needs.
BTU Group recognized a pressing need for a comprehensive solution that could digitize their operations, improve workflow efficiency, and enhance overall customer satisfaction.
Solution:
Over the last five years, our partnership has enabled BTU Group to leverage MSI Data’s Service Pro platform effectively. Service Pro provides a centralized system for managing all aspects of planned maintenance, including customer information, site details, asset tracking, and standard maintenance schedules.
Addition of Service Pro Exchange (SPE)
Service Pro’s initial implementation revolutionized the bulk of BTU Group’s operations, but there were finer details the team wanted to pinpoint. With the addition of Service Pro Exchange, BTU Group could target even more areas as they continued to move away from manual processes.
One of BTU Group’s favorite features is uploading hundreds of orders in one go, whereas they would previously spend anywhere from multiple weeks to a month adding bulk work orders.
SPE also allows BTU Group to amend or add in bulk, including existing orders (ex. changing fields, adding appointments en masse), appointments, and equipment lines, and inventory items.
“With SPE it’s a lot more flexible for us, certainly, because it lets us amend existing items in the system…Really good for updating as well as creating new items in Service Pro.” – Alex Prince, BTU
Results with SPE addition:
The adoption of Service Pro Exchange has yielded significant benefits for BTU Group:
- Improved Efficiency: By digitizing their processes and centralizing information, BTU Group has significantly reduced manual errors and saved valuable time previously spent on administrative tasks.
- Enhanced Customer Satisfaction: With streamlined operations and access to real-time data, BTU Group can respond more quickly to customer inquiries and service requests, leading to higher levels of customer satisfaction.
- Business Growth: The efficiency gains and improved customer satisfaction resulting from the implementation of Service Pro have positioned BTU Group for continued growth and expansion in the competitive construction services market.
Conclusion:
Through their partnership with MSI Data and the adoption of Service Pro, BTU Group has successfully enhanced their operations, from manual and paper-based to streamlined and data-driven. By embracing SPE’s technology and leveraging the Service Pro® Business Intelligence tools, they have not only increased efficiency and customer satisfaction but also positioned themselves for sustained growth in the future.
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