Improving pool maintenance department efficiencies with smart service routes

Service, installation, and warranties

A good software system will not only streamline a company’s service and installation scheduling, but also its processing and accounting for warranty claims. In fact, some companies have been able to pay for their entire software package by properly managing its warranty claims processing. This technology is expanding and changing quickly as it continues to develop. That said, most companies should expect to invest money on mobile hardware, such as phones and/or tablets in the near future.

Fostering customer relationships

It is also important to take advantage of the relationships created by the service department; therefore, do not forget about post-sale marketing opportunities. By spending time developing this area, a company may see its service department profitability start to increase. Keep in mind, service crews can also help with marketing efforts in service call areas. For example, Google maps can be used to locate homes with pools nearby current customers and technicians can reach out to them by leaving behind a door hanger or postcard after completing a service call.

This may not work for every business as maintenance companies are different across the country. For instance, depending on the region, service routes can differ vastly in terms of volume and time spent on each call. Further, some companies may do most of their work within a 1.5- to 3-km (1- to 2-mile) radius, while for others tools such as Google maps may not be helpful. Essentially, whichever method a service department uses—manual or computerized database—it all comes down to good planning and detailed client records.

Author’s note: The writing of this article was greatly assisted by Dan Lenz, the vice-president of All Seasons Pools in Orland Park, Ill.

Jessica Chase is the vice-president of client services at Evosus Inc., in Vancouver, Wash., a developer of business management software designed specifically for the pool and spa industry. She has been with the company for more than eight years and previously held the position of support manager. Chase has a bachelor of science in social sciences from Portland State University. She can be reached via e-mail at jchase@evosus.com.