Case Study Update: Enhancing Sales Performance with Service Pro Insights at WPI 

WPI decided to leverage both existing features within Service Pro and a new product, Service Pro Insights (SPI) which integrates advanced call log features. WPI expanded their use of Business Intelligence (BI) capabilities, and real-time data analytics.  

1. SPI’s Call Log Features:

• Automated logging of all sales calls, including details such as call duration, topics discussed, and follow-up actions. 
• Integration with platforms to provide a unified view of customer interactions. 
• Opportunities easily revealed on how-to better serve customers.

2.  Insights for 49 Boards: 

WPI utilizes Service Pro’s interactive dashboards to display key metrics and sales performance indicators. WPI has set up dashboards for daily and weekly KPIs, allowing them to focus on the data that is important based on the cadence they need the information. 

WPI’s essential daily dashboards:  

• 1 – WIP (work in progress) Dashboard: stages of jobs, work orders; WPIs main dashboard and key matrix 

• 2 – Credit Dashboard: different items from day-to-day basis, attend customer accounts  

• 3 – Truck Health Dashboards: vehicle inspection, mileage coordinates to measure efficient dispatch 

Examples of WPI’s weekly dashboards:  

Work order totals, labor totals, mileage totals, parts totals, parts and backorder boards, service fees, etc. Customizable views to cater to different roles within the sales team, from individual sales reps to senior management. 

3. Business Intelligence: 

• Real-time data analytics and reporting tools to uncover trends, patterns, and opportunities. 
• True data analytics to forecast sales outcomes and identify potential high-value deals. 

“It’s game changing when you’re able to watch data live and be able to react to that data quicker and faster than how it used to be.” 

• WPI can now monitor all API feeds, and gather data & facts to increase visibility so they can know exactly what changed at what time to find and fix quickly. WPI can now transition into a proactive service model with the system automatically watching those machines and sending calls into the system if needed (remote monitoring).  

The implementation of SPI and expansion of Business Intelligence brought significant improvements to WPI’s sales operations: 

 

1. Increased Visibility and Efficiency: 

• The sales team gained real-time insights into customer interactions and sales activities, leading to more informed decision-making.
• Automated call logging reduced manual data entry, allowing sales reps to focus more on selling activities. 

“Every year we do right around $45-50K work orders, and we’re doing it with 172 technicians. That’s efficiency right there.” 

2. Improved Sales Performance: 

• The 49 dashboards, BI tools, and API remote monitoring enabled the sales team to identify and prioritize high-value opportunities.
• Real-time alerts and notifications helped in timely follow-ups and faster response times. 

3. Higher Closure Rate for $500K+ Deals: 

• With better data and insights, WPI successfully closed a higher number of high-value deals.
• The predictive analytics feature helped in identifying potential big deals early in the sales cycle, allowing for more strategic engagement. 

4. Savings: 

• Savings of $150k-$200k per year by automating processes  

“Normally you’re not supposed to make any money off of your maintenance, normally it’s a break-even deal…our gross profit for just the maintenance side has turned roughly around 15%-18%, where it used to hang around 2 or 3%… you never could have gone to centralization without this product…we’ve seen a huge gain there…”