Rapid growth and stellar service goals meant Matrix HG needed more than just file cabinets and spreadsheets in 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 finished hundreds of projects per year at the time, 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. Matrix was a growing company, but 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 used Vista by Viewpoint to create schedules and billing spreadsheets, but they needed better technology than that. Matrix leadership learned that Service Pro would fulfill their operational and clerical needs after just two training sessions with MSI.
CHALLENGESMatrix’s old paper based system was messy, which resulted in low cash flow for the owners. Service technicians would log their work orders, 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 e-mail.
• Double data entry:
Every day, more than 30 field techs tracked their work hours by hand. They would take photos of their work order sheets and texted large attachments to their bosses after finishing their jobs. 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 took priority over data entry. The unfinished paperwork continued to build up, 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.”