Boost Efficiency: ServiceCore’s Impact on Our Business

**Speaker:**

One thing that they don’t love, but Cynthia does, is I require them to take a lot of pictures. Why do I do that? I do that to protect them, first of all, and to protect us. Our missed service calls have gone down to about 2% of what they were. The efficiency in what they’re doing has allowed us to cut down on overtime.

When we looked at our report from the previous year, the percentage of overtime and wages of our revenue, we went down 6%. Wages of revenue and our revenue was way more because of the efficiency that it just saves so much time. The great thing that ServiceCore does is you can put a pin in the system where the unit needs to be. So oftentimes my girls, when they answer, they’ll talk over the map with the customer and say, “Okay, I see a blue roof, I see a white barn,” and we can put that pin exactly where that unit needs to go.

So the delivery driver, he has no questions. The tablet takes him right where he needs to go when he puts the directions because that pin is embedded into that rental, and it makes them go wherever they need to go. Then the service guy, he’s got the same thing. He gets to go right where he needs to go. Then the pickup guy could be a different person, doesn’t matter, he gets to go to that same place. So being able to put in the address and then actually move the pin to be more specific, because you have a farm, you know, with 16,000 acres, and their home address is this, but their unit is, you know, 5 miles down the road—fantastic. It doesn’t have an address, but we can definitely put a pin there, and I will get somebody there every time.

This place is filled with people who care. You can feel it; it resonates from them. The onboarding team, they came in and it was like we were instant family. They just meshed with us, no big deal. They come out, they come out and visit, and we see each other at shows, and it’s like long-lost people. “Hey, we see each other!” It’s so beautiful. How can you not want to be with a company where the people know you, not just your name or your company?

If you want to think about changing, you’re going to have to invest in the change. Is it going to be simple? Absolutely not. Is it going to be worth it? Yeah. Just like if you want to lose weight, you’ve got to put in the work, you’ve got to do what’s right. So if you want to increase your business, make yourself more efficient, and just run better overall, put in the work, do the change. Yes, it can be scary, but the beautiful thing about ServiceCore is they have the people there to help you. You can chat, you can email, you can call, you can look at their videos online. You have an onboarding team that will help you get through those first couple of weeks that are really tough.

You have to commit to it, and that’s what makes the change easier and worth it. They allow us to just kind of write and say, “Hey, this is what I’m looking at. Is there any way you could put this on your list of things to consider to grow?” You know, I like this feature, but can you make it better by doing this? They’re open to that kind of suggestion. Doesn’t mean that it’s going to happen; depends on how many people want that feature, does that really make sense for us as a software? But they’re open to all those suggestions.

They make you feel important because they’re like, “Oh yeah, I could see where that would help you. Yeah, let me put that on our list to consider, and let’s see if that becomes something that we want to implement.” So the fact that we have a voice in this and it’s constantly changing and upgrading is so different from any other software. I’ve used QuickBooks, right? They give it to you, good luck, you’ve got to make it work for you instead of it working for you.

FAQs

How does ServiceCore reduce missed service calls?

ServiceCore has reduced missed service calls to about 2% of their previous rate by using precise location pinning, ensuring delivery drivers and service personnel reach the exact destination without confusion.

What impact has ServiceCore had on overtime and wages?

The implementation of ServiceCore has resulted in a 6% reduction in the percentage of overtime and wages relative to revenue, attributed to improved operational efficiency.

How does ServiceCore’s pin system benefit large properties?

For extensive properties, ServiceCore allows users to place a pin on specific locations, ensuring that all service personnel reach the exact spot, even if it’s miles away from the main address.

What kind of support does ServiceCore provide during onboarding?

ServiceCore offers comprehensive support during onboarding, including chat, email, phone assistance, and online videos, alongside a dedicated team to guide through initial challenges.

How does ServiceCore handle feature suggestions?

ServiceCore is open to user suggestions for new features. While not every suggestion is implemented, they consider user feedback and evaluate its feasibility based on demand and practicality.