After switching their ERP system to Viewpoint and selecting integrated mobile solution, Service Pro Mobile, Westco Service eliminated paper and data re-entry, sped payroll, and achieved same-day billing in their mechanical contracting company.For Southern California-based Westco Service Company, superior customer service and satisfaction is a top priority. Providing high levels of customer satisfaction and selling service contracts for repeat clientele is how they grew their business from four employees in 1991 to over 80 workers today. In order to maintain that high level of customer service and reliable product support in their full-service mechanical company, Westco knew they needed a mobile field service solution that could manage the complex work service technicians documented in the field. They also knew they needed the mobile app to integrate with the back office and ERP systems they use for scheduling, payroll, and billing.
BACKGROUNDWhen Westco first started considering a field service management solution, David Barberio, VP & CIO, knew they needed a mobile service app for their technicians working in the field. “The core accounting system we were using had its own service management module, but it had no way for us to allow our technicians to do their work on a device. They were still using paper work orders, then having to mail or fax them or take a picture on their smart phones to get us the work order in the office. We wanted to change that so they could use their device to capture the entire work order.” Because there weren’t any mobile field service integrations for the accounting system they were using, Westco decided to switch to Viewpoint’s ERP solution, which integrates seamlessly with MSI’s mobile app, Service Pro.
CHALLENGESLeading up to the decision to switch accounting systems and add a mobile component to their service operations, Westco was experiencing a number of challenges, including:
Once they heard about Viewpoint’s mobile partners, Westco quickly decided to go with Service Pro due to the product functionality, appearance, and deep integration with Viewpoint.
David said he chose Service Pro because he liked the user interface and functionality for technicians. And, of course, the Viewpoint integration was essential, which eliminated the need for manual double data entry for field work detail.
Today, Westco is using Service Pro to manage basic field service management tasks, among the most valuable being the ability to enter tech labor time and all the materials he uses. David says they plan to expand their use of Service Pro soon to include maintenance checklists and other forms and inspection capabilities in the system.