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Frymire Services

Frymire Services

Industry: Business Services

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Frymire Services has been solving all types of mechanical service needs for companies and homeowners in the Dallas/Fort Worth area since 1950. With a fleet size of 45, Frymire Services uses FieldLocate to efficiently manage their work orders, employee time clock, and marketing efforts.

Prior to choosing FieldLocate, Frymire Services managed their business with a $100,000 legacy system that charged extra for support and upgrades, leading to an additional $8,500 annually.

During an ACCA tradeshow, VP of Operations, Tom Frymire discovered FieldLocate. “Other systems we evaluated didn’t have a number of features we wanted and were not customizable to our industry,” recalled Tom. “We liked that FieldLocate is cloud-based which reduces the upfront capital costs and IT expenses related to maintaining a server-based system.”

He also likes that technicians can use FieldLocate on tablets in the field. Prior to FieldLocate, technicians would handwrite work orders and the controller would manually pull pricing back in the office. Since all of the work orders were handwritten, it would take between 1-2 weeks to process invoices. During the busy season, Frymire produces between 75-80 tickets per day. To keep up with the workload, Frymire hired 2 more employees just to process paper work.

Since implementing FieldLocate, Frymire no longer has to hire seasonal help to process paper and cash flow has improved. “We’ve improved cash flow by reducing the average billing cycle from 2 weeks to 2 days.” says Tom. Since all estimates, invoices, and time clock reports are generated within FieldLocate, Frymire has also reduced paper expenditures by 83%. “We no longer have to collect, process, and archive paper.”

Using revenue reports in FieldLocate, Tom and his managers discuss the prior day’s results during their daily huddle, including the number of appointments and revenue generated. Managers use this information to set expectations during their team meetings to ensure that technicians are meeting key performance indicators.

“The managers can respond much more quickly,” said Tom. Managers can review the reports throughout the day to determine if they’re going to meet their daily goal. “The reports help managers keep at capacity and reduce idle time.”

During a visit, the customer has the option to accept or decline repair recommendations listed on the estimate generated via the mobile app. Back in the office, Customer Service can review the declined recommendation report and follow up with customers to see if they’ll reconsider. “If agreed, we can schedule a second appointment and generate more revenue,” Tom commented.

One of the perks of using a cloud-based system is free updates. Tom is excited about a recently added feature that lets him export all customer information for marketing analysis. “A customer may use us for air conditioning but not plumbing. We can customize marketing messages to those customers who don’t use our other services.”

Before switching to FieldLocate, there was little visibility into the number of hours a work order would take. This proved to be inefficient since technicians are paid by the hour, not per work order. Now managers can check the technician’s progress in real time since technicians manage their time through the mobile app. Back in the office, employees use the time clock report to calculate payroll. “We’ve saved 3% in labor costs since we can more efficiently use the time clock report to calculate hours for payroll,” said Tom.

Tom reports that his customer service reps are more confident in answering calls. “The navigation is more intuitive and much easier to use.” So much so, the learning curve for new employees has been cut from 2 weeks to 1 week. FieldLocate’s customer management feature has reduced new customer set up from 12.5 minutes to just 2 minutes.

His technicians are also more confident on site. “Before FieldLocate, the only details a technician would receive were ‘who, when, and what’.”  If information was needed, the technician would have to call back to dispatch for more information. “With the entire customer history available on the mobile app, techs feel more informed when they need to answer customer questions or make a diagnosis,” said Tom. “It also reduces the number of technician calls a dispatcher receives when they could be scheduling new appointments.”

By using FieldLocate, Tom has greater visibility into his business at a much lower costs than his previous server-based system. Employees feel confident using the software in the office and in the field. Overall, efficiency has improved throughout the company.

Tom Frymire, VP of Operations
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