The 4 Day Capacity Board was created to moderate and fill your upcoming service schedule. This module is what the marketing manager and call center manager will use to determine outbounding campaigns along with how aggressive the marketing departments PPC bidding by business units should be. The dispatch fee can also be adjusted by department based on capacity.
In this module you can use call count to determine capacity however the more accurate and standard view will go off job type and will audit past data every 3 months to determine how long each type of job generally takes a technician to complete.
Another tab will allow you to look 3 weeks out for installation departments.
Departments who utilize:
All call takers should have the board up at all times. This board dictates not only the dispatch fees per day but will also allow them to see if certain jobs can be completed by other business units; ex. Gas Line repairs often can be run by both the Plumbing and Heating departments.
The Call Center Manager should utilize this board to determine the outbounding strategy. Scripts can be pre populated per department.
The Marketing Manager should view this board daily to best determine PPC spending. If you outsource PPC an auto-generated report can be emailed to the vendor.
Other Benefits:
Data of how often each day is filled to desired capacity is tracked and my company uses this for a performance bonus within the call center.
If you currently have a “set it and forget it” PPC campaign as most do this will instantly save you thousands.
API & Kitchen Sync Connections:
If you don’t know the score you can’t determine performance. Without determining performance you cannot properly coach and train.
If you are scoring performance off of revenue you likely are doing so as that’s your most accurate data. The truth is revenue is oftentimes a poor indicator of performance. Revenue is a result of many other factors that are generally very hard to track and oftentimes inaccurate.
This statistics board will display several key metrics often overlooked. It will determine the top 20% for each group; generally sorted by business department.
Departments who utilize:
This module has two different uses;
Other Benefits:
If your company runs monthly goals this board works perfect for that. It will automatically refresh and pull in live data and create a competitive work environment.
We have noticed that top technicians will want to be in the top 20% of each category.
It’s my belief that a great technician is one who fulfills everything on their job description. Oftentimes technicians that drive revenue feel they are great technicians. This board will help them understand every aspect of their job is important; everything from job quality to paperwork.
This will display each technicians credentials giving a sense of pride and influencing further self-development & technical education
API & Kitchen Sync Connections:
Finding qualified technicians is most companies’ biggest obstacle. Many have shifted to hiring apprentices whom they hope to train and mold into technicians.
We took this approach a few years ago and to combat the investment we created a shop maintenance list that is accessible on any phone or tablet along with the shop tablet we set up.
Apprentices come in and are directed to the maintenance module in which they will begin doing needed tasks until dispatched.
Daily, Weekly, Monthly tasks are all pre populated daily along with a section for one time projects. Data is stored to show who completes what task(s) and how long they spend on them.
Departments who utilize:
Warehouse Manager who maintains and updates the list of tasks
Department Managers who can review the productivity and check in times of tasks completed.
Other Benefits:
This allows you to invest more in more apprentices by giving tasks that would normally be completed by warehouse employees.
Completed Billable time can be assigned to each task if the company would like to implement performance pay for the apprentices.
API & Kitchen Sync Connections:
With so many options and add ons when it comes to HVAC equipment we found that it was hard for the technicians to go over the options without overwhelming the customer. To combat this we designed a software to allow technicians to go through step by step with the customers to allow them to custom build their new equipment.
Departments who utilize:
HVAC Sales and comfort advisors
Other Benefits:
This has made our approach to suggesting a new furnace less of a sales push. Customers seem to be more apt to upgrade the furnaces when you show them piece by piece than if you were to offer them a higher end package.
This dashboard acts as a control panel for many of the modules. Information that should not be accessed by anyone not in HR including pay information is stored here in addition to several other key features that would primarily be completed by either management or HR. This module is very cumbersome and therefore we will describe each tab below.
Timesheets:
You will find our mobile timesheet that we found is much more user friendly and by being built within our software we have far more flexibility with what we can demand before signing in or out for the day. During Covid we would have the technicians input their temperature before they could click the “ready for dispatch button”. Once the ready for dispatch button is clicked a grey bar alerts dispatch that technician is ready to head to their first job for the day.
Departments who utilize:
HVAC Sales and comfort advisors
Other Benefits:
This has made our approach to suggesting a new furnace less of a sales push. Customers seem to be more apt to upgrade the furnaces when you show them piece by piece than if you were to offer them a higher end package.