Community Sanitation Services
Wanted to modernize their field services with technology, and receive current updates from the service team.
Mobile field service forms and reports using GoFormz
Steven Reyes, Vice President of Strategic Sanitation Services Inc. (S3), was on a search for a mobile forms solution. All of the S3 employees had been equipped with the hardware devices needed for digital reporting systems for some time, they just needed the system. They decided to hire a consultant to develop a custom solution, this did not result in the expected outcome. So Steven went on the hunt for a mobile forms solution that could be implement internally. He was referred to GoFormz by a colleague of his. Once he researched GoFormz and its features, he was sold.
He was able to easily turn his paper-based field service reports into mobile versions that his staff could effortlessly fill out on their devices.
“We found it relatively easy to implement and set up. We basically replicated the paper forms the field personnel are already accustomed to so they had no trouble switching,” says Steven.
10 months later, Steven and the S3 team are seeing some real benefits from using GoFormz, including improvements in data collection, payroll processing, compensation management and customer satisfaction.
Prior to using GoFormz, the field service personnel would come into the office once a week just to submit their forms for payroll processing. This was the only time the office would receive an update on what was going on in the field short of being forced to resort to a phone call, resulting in serious delays of when field data would enter the system. Steven states,
“now with the field personnel using GoFormz, the moment they hit complete we have the data immediately. This has increased our accuracy not only with decisions in the office but also with the GPS of our field servicemen. Knowing exactly when and where they were at the time the form was completed is helpful for accountability and scheduling.”
“Our service department has a unique compensation system which is based on performance, and performance is calculated from submitted reports. Processing payroll was highly time consuming, but once we implemented GoFormz we were able to cut payroll processing time by 50%.”
Only two-thirds of the field service personnel were on a piecework compensation system before we implemented GoFormz. However, after implementing GoFormz everyone was able to be put on the proprietary compensation system. Steven states,
“this was a win-win for both the company and the employees. The employees increased their service efficiency which then increased what they earned per-hour, and the company benefits from eliminating overtime.”
When their customers contacted them to find out about a scheduled service, they are now able to respond to them instantly and let them know exactly when their service is completed and what was done for them. They can also send them their corresponding report if they want details.
"Before implementing GoFormz, we would have had to wait hours and sometimes days to respond because we were waiting on the paper reports to be submitted. GoFormz has had a direct impact with our customer satisfaction.”
“We offer a relatively low tech field service, but our business philosophy includes implementing as many current technology solutions as we can implement to improve our efficiencies in high-touch Customer Service, and GoFormz is right in line with that philosophy. We have 3 core values in the company-- Respectful, Reliable and Responsible service-- GoFormz plays a Strategic role in providing highly reliable service that our customers appreciate greatly!”