Flowrite Services, which has recently been acquired by the Airedale Group, has reportedly achieved efficiency improvements of more than 50% in the delivery of its installation, service and maintenance operation.
This is a result of using Aeromark’s real-time service management platform to optimise the scheduling of its field service engineers combined with the automation of key commercial processes, including job surveys and quotes.
Flowrite uses Aeromark’s enterprise field service management platform as the foundation of its field service delivery, enabling the company to increase service quality and achieve what it believes is one of the highest first-time fix-rates in the industry. The addition of customised workflows for quotations is said to have further improved efficiency and enables Flowrite to control the profitability of its jobs.
The refrigeration and air conditioning servicing firm’s service director, Vicky Pluck, explained: “We now have seamless automated processes that guide our staff and subcontractors to complete tasks efficiently, including job surveys, pricing, quotes, quotes outstanding, work-in progress and commercial sign-off. This allows us to act a lot quicker, increases the productivity of our business and provides an important digital audit trail.
“We now turn quotes around within hours. Our Aeromark system also prioritises urgent business critical quotes. Automating and speeding up the process means customers approve them faster and we in turn increase the number of jobs we do. Of course, this also improves customer experience because we’re responding to their requirements so quickly.”
Invoice data is captured throughout a job’s progress. The system’s ‘automatic rating engine’ checks that parts ordered for the job have been consumed and the price is correct. Invoicing is now reportedly much quicker and accurate.
Aeromark’s software is also designed to automatically apply the correct margin to Flowrite’s jobs and enable them to analysis overall profit margin to understand which jobs and what type of work is the most profitable.
Pluck added: “Aeromark now manages the lifecycle of the service request from the initial call to our helpdesk, through to final completion; showing a full path of actions along the way. This history is integrated with the engineer’s PDA, so they have full information of what has previously occurred, prior to attending a job.
“Our customers can also view the progress of their jobs via their own bespoke portal which enables them to track all the activities on their portfolio and monitor the performance of their contracts. These portals are constantly being improved to meet customer’s specific process requests and the requirements of each site.”
Flowrite provides all its service partners and customers with access to its Aeromark system to ensure consistent, real-time information is supplied. Through this facility Flowrite feels it embeds its core business behaviours of trust and visibility from the start of each engineering task.
Operations director Dan Hudson said: “Aeromark’s real-time service management software has given us unprecedented control of our operations and insight into the performance of our business. This has enabled us to drive up profitability by making key strategic decisions about the work we do and how we do it.”
While Aeromark MD Roger Marks concluded: “Flowrite has underpinned its business with technology that joins up and optimises its key business processes to deliver more control and insight. This in turn provides the essential ingredients for increasing profit; the ability to reduce costs, improve efficiency and increase customer value.”