Total Energy Systems Case Study
A Proven Provider of Critical PowerFourth generation Kohler generator and diesel engine provider, Total Energy Systems, understands that quality customer service is vital for today’s business success. Total Energy provides power solutions and supports its projects by installing equipment and servicing it throughout its lifespan (which is often decades!).
BACKGROUNDThe leaders at Total Energy Systems recognize that in order to succeed in business, you have to be open to change. Change became a necessity when they realized there was a bigger potential in service than their traditional business model focused on selling new generators. According to Total Energy Systems’ president, Chris Stiles, “the world is shifting into a service world.” With quality service as the next logical step, the company started their search for a software solution that could integrate service tasks in the field with their back office system.
PROBLEMOn their journey to becoming more service-centric, Total Energy was struggling to track calls, create and invoice parts and service orders, and effectively manage warranties and service contracts. Paperwork from the field was sometimes incomplete or illegible, leading to unbilled parts and service. Delays in getting paperwork back to the office coupled with lengthy processing procedures deferred invoicing by several weeks or more.
ACTION TAKENWith high stakes on the line and quality service as the answer, Total Energy needed a field service management solution with deep functionality that could integrate with their ERP software, Exact Macola. After performing an in-depth needs analysis and evaluating several service management options, Total Energy Systems selected MSI’s Service Pro and they haven’t looked back since. When asked why he chose and stuck with Service Pro, Chris responded, “MSI provides a great product and you can actually talk to the leaders one-on-one.” He emphasized some of his favorite features, which include call notes and service history, onsite billing and dispatching.
RESULTSSince Total Energy’s adoption of Service Pro, the company’s service department has grown significantly. Here are some specific results:
Increased Tech Utilization with Call Taking and Scheduling Board FeaturesThe call taking and scheduling board features, along with point and click functionality for posting part numbers and labor job codes resulted in a 30% increase in utilization for field technicians.
Higher Technician to Office Worker RatioService Pro allows Total Energy to hire technicians without hiring an equivalent number of office support workers, meaning they get more revenue producers per non-revenue producers. Today, the ratio of technician to office worker is about 4:1. It used to be about 2:1.
One Day Billing TurnaroundWith Service Pro, customers are billed within 24 hours, which means less dispute and faster turnaround on payments. Technicians with access to Service Pro on the jobsite can log their hours, parts used, and calculate the total quote before they leave the jobsite. Total Energy Systems has been around for over 100 years and they’re still going strong: “We recognize what we’re good at so we can stay around for another 100 years,” said Chris. At MSI, we’re happy Service Pro can help them on that journey.
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