Allied Plumbing Improves Service With Software

Washington contractor goes from "old school" to new school with the help of technology.

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Success depends on more than good equipment and up-to-date technology. It starts with the handling of the initial call and performance of the office staff, and continues with the action of the on-site technician in the introduction to the client, to his or her explaining costs and options, to having the needed parts and sticking to the job until it is complete.

Ron Smiley, co-owner of Allied Plumbing & Pumps in Chelan, Washington, manages many of these aspects of the job with ServiceTitan software. 

Prior to utilizing ServiceTitan, Smiley says he was doing things kind of “old school.” ServiceTitan tracks work orders, marketing campaigns, employee performance and all contacts with customers. It also allows Smiley to keep an eye on everything.

The program provides a report card system on the performance of each employee, which allows Smiley to make important evaluations, oversight and adjustments where necessary.

As the company is a 24/7 operation, it was important to Smiley that telephone calls be always answered promptly, information taken and immediately forwarded so they can respond in a timely and professional manner. He engaged an answering machine service that has filled that bill nicely.

“If someone has water on their floor, that person calling does not want to be told to leave a name and number," he says. "We always take those calls and are ready to roll to solve the problem.”

Smiley says the software and the answering service help ensure that customers are treated properly.

“Even the most basic steps to present a professional image are important,” he says. “Such as having a clean rig and a clean uniform, and wearing booties as opposed to slipping off shoes — handing the customer a business card and referring to a flat rate price book at the beginning of the call. Having a parts runner (someone on staff to handle these jobs) with the company so the service technician can stay there on the job.”

Read more about Allied Plumbing & Pumps in the November 2015 issue of Cleaner.


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