Streamlining service routes: Driving efficiency with the latest software technology
by Dave Flaherty | December 8, 2020 9:23 am
By Rachael Pritz
To make the most of a seasonal service business, owners do not want their staff stuck in traffic or to be sent on a call for which they are over or under-qualified.
Inefficient service routes inevitably cost service professionals’ precious time, money, and missed opportunities to grow their business.
The goal of any service department is to figure out the best way to perform the most jobs in the least amount of time so as to generate the most revenue in every hour of the tech’s day. This has become even more important with the unexpected surge in business the industry has experienced this past spring and summer. The most efficient, profitable service companies do this in two ways: effective planning and using the latest pool technology.
Planning tips for efficient service routes
Successful pool and spa service companies never forget the mantra ‘prior planning prevents poor performance.’ Following a few basic steps can help improve the efficiency of a service team and ultimately generate greater profits. The following are some tips on planning service routes.
Optimize pool tech abilities
Pairing up particular techs often leads to greater efficiencies. Sometimes two techs will get eight jobs done together, where splitting up that team could result in only six jobs completed.
Be sure to team up crews with complementary skills to optimize efficiency. As a rule of thumb, it is best to put the most senior techs on pools with water features, infinity pools etc. Look at historical data to help determine the effectiveness of teams, and ensure the right techs are scheduled for the right jobs—meaning their skills are up to the task and, if not, give them thorough training and a good mentor to walk them through
the job.
Minimize driving time
Rush hour is a big factor in most parts of the country, so it is important to find ways to avoid having valuable technicians sit in traffic. Many service companies find it helpful to give their service techs jobs that are near the office from 7 to 9 a.m., and then send each truck out to the furthest point from the office as the second stop after the morning rush hour. This way, they get to the job in 30 minutes rather than one to two hours. Then, the techs move back toward the office/local area to finish their service calls. This planning tip has the added benefit of bringing techs closer at the end of the day, which can be helpful as it allows techs to more easily swap with one another for emergency calls or other unexpected tasks.
Group similar calls together for a particular truck
Be sure each truck is stocked with all the items needed for the same type of service call (pool opening, repair, etc.) This might require the service manager to provide checklists to technicians to stock their trucks before leaving for the day. Techs that are provided with the right materials and tools to complete their scheduled jobs are the most efficient.
Software features help service technicians optimize their service routes
Service professionals have everything to gain by using mobile technology to improve business operations. Look to incorporate business software including powerful mobile components that make service techs incredibly efficient in the field. These include:
Instant access
Forget the hassle of going back to the office to look up important customer information such as spa cover or liner dimensions or equipment warranty dates. Be sure any app a tech use syncs with office software, so in-field staff can instantly access all customer information and equipment profiles.
Instant payment
The ability to take mobile payments in the field is huge, as businesses will never have to chase customers for payment. Take credit card payments instantly while on the job and watch cash flow quickly improve.
Instant schedules
If service pros have daily schedules at their fingertips, this will improve the efficiency of service business. Techs no longer need to have itineraries printed; they can view their schedule in real-time on their phone or tablet, even allowing for instant modifications to the schedule as needed.
No more paperwork
Add items used on the job to the customer’s invoice, right in the field. This feature saves office staff from having to manually enter handwritten slips. Choose to have techs send emailed invoices or have office staff review prior to emailing.
Mobile tracking and global positioning system (GPS) routing
Techs can clock in and out of jobs onsite, which helps boost efficiency. This technology also allows one to view reports that show profit-per-tech, based on the number of jobs each tech can complete in a day. Techs can also be tracked using GPS that is viewable on a map, which will help service businesses cut down on payroll, vehicle wear and tear, as well as gas and mileage.
Better business
Once again, it is important that business software allows a company to improve its customer service by giving techs the ability to text message from the service schedule. This will make customers aware of appointments before and after they happen. Techs can also send electronic ‘Door Hangers,’ which include before and after pictures showing the work that was completed.
Ideally, business software will also include water lab integration, allowing techs to test the water and have the results automatically saved in the software for record-keeping. These results can even be added to the customer’s post-visit electronic door hanger.
Optimizing service routes using mobile software technology
Mobile technology has had a profound effect on a pool service company’s ability to fluidly adapt to their clients’ needs and expectations by giving them instant access to customer contact info, equipment and purchase history, and much more. In a world that is becoming increasingly more data-oriented, consumers have the expectation that companies, regardless of size, are able to access their records more quickly, and communicate even faster.
Pool company software and service apps help pool service companies provide this high level of service by ensuring techs can instantaneously send detailed information back to the office and directly into the customer’s service order; this includes information such as job status, job materials, chemical readings (before and after), time spent, and any special notes for the customer.
Pool service companies that are considering implementing this software to make its service department more efficient should focus on planning and organization first. For example, plan routes using Google maps, and keep detailed records of services performed. These habits will ensure that once the company and its staff are ready to take the next step with business management software, the data compiled by using these practices will not only be clean and organized but also provide a good starting point.
With the influx of new water and inexperienced pool owners on the rise, the demand for service will be more important than ever in 2021. Now is the time for service companies to invest in the latest mobile software technology to not only make the most of their service routes but also to capitalize on the opportunity to grow the business.
Rachael Pritz is executive director of RB Retail & Service Solutions. She has been active in the pool industry for more than 20 years, which has provided her with an all-encompassing expertise in the trade. Pritz worked at a local pool store while pursuing a master’s degree at the University of Pittsburgh, Pa. With her technical skills and industry knowledge, she joined the launch of RB Retail & Service Solutions in Pittsburgh in 2003. She can be reached via email at rachael@rbcontrolsystems.com.
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