Overview of Fast Site Survey and CRM integration
Fast Site Survey™ combines One-Click Capture™ of detailed, accurate data on building equipment and customizable forms and templates to make site surveys up to 80% more efficient. Integrating this application with a custom FSM including a customer relationship management (CRM) built for HVAC Commercial Service Company selling and quoting potential equipment service agreements, ongoing equipment services, and service support.
Project summary
Background: A Commercial HVAC Service Company focusing on preventative maintenance contracts, service repairs, and projects required a streamlined process to improve their sales stage, specifically in equipment surveys. The company’s existing Zoho Creator Custom CRM system managed client data, but lacked an efficient solution for on-site equipment surveys.
Challenges: The company faced challenges in integrating on-site survey data seamlessly into their CRM. There was a need to expedite the equipment survey process, eliminate manual data entry, and ensure accurate linkage of the survey data with the respective prospects or customers within their CRM system.
Solution: An integration of the Fast Site Survey app using OCR scanning technology with the Zoho Creator Custom CRM was proposed. The Fast Site Survey app was integrated into the sales stage blueprint of the CRM. Whenever an equipment survey was scheduled in the CRM for a prospect or customer, the Fast Site Survey app was prompted and used to create an equipment list on-site.
The Strategy
- CRM Integration: The CRM system was customized to trigger the Fast Site Survey app when an equipment survey was scheduled in the sales stage. This automated the process and eliminated the need for manual initiation.
- Fast Site Survey App: The app utilized OCR scanning technology to create an accurate and detailed list of equipment present on-site. This data was collected on-site and seamlessly imported into the custom creator app and CRM system.
- Linkage: The equipment list generated by the Fast Site Survey app was directly linked and associated with the current prospect or customer within the CRM. This allowed for quick access and reference to the specific equipment related to the client.
Application Categories
Custom Application
Integration
UI & UX Design
Sales, Operations, Surveys
Facility Management
Skills
JavaScript, html, css, deluge (zoho)
Application Development
UI / UX – Design
Database Schematics
Write Custom Workflow Functions
Write Business Proccess Blueprint w/Custom Functions
API Integration
Graphic Design
Tools and Software Used
js.node
low-code (deluge)
zapier (api’s)
zoho creator/crm
aws (amazon)
Proven Results
To start with, all paper-based processes were sent to the cloud. Going to the cloud meant that people could access the app anywhere, using any device, and this also opens up a lot of opportunities for HVAC Service Company.
Dispatchers do not have to print, distribute, and track piles of paper—instead service employees just have to install an app on their phone, or access the app using their phone’s browser. This makes looking for specific information, and analyzing it, extremely easy, and it saved service management a lot of time.
- Eliminated paper usage Real-time access for clients Improved clarity for management.
- Higher employee productivity & satisfaction.
- Easier on-boarding of new service and scheduled preventative maintenance clients.
With the information being added digitally, in a standardized format—as opposed to being written on a piece of paper and then being transferred to spreadsheets—the data accuracy improved by an 43% margin.
The application also offers personalized customer portals, which allows clients to access real-time information on the progress of work in their facilities, and adds requests for additional work. Being able to view this data has improved trust in the services provided; if equipment is serviced by a service employee, clients can be shown the images uploaded by the service employee as a proof of work.
Now that service employees and technicians don’t have to worry about carrying printouts to every facility assigned to them, all they have to do is open up an app, select a few boxes, and upload a few pictures—making it much easier and quicker for service employees to do their work.
Application Active KPI’s
Customer Satisfaction Rating: Measure overall satisfaction through post-service surveys or feedback collected through the app. Aim for a rating of 4.5 or higher out of 5.
Service Response Time: Track the time it takes from ticket submission to technician assignment and arrival. Target a response time of under 4 hours for standard maintenance tasks and under 2 hours for urgent repairs.
First-Time Fix Rate: Measure the percentage of issues resolved by the technician during the initial visit without the need for a follow-up. Aim for a first-time fix rate of 85% or higher.
Preventative Maintenance Adherence: Monitor the percentage of scheduled preventative maintenance tasks completed on time. Strive for an adherence rate of 95% or above.
Asset Downtime: Measure the average downtime of critical HVAC assets. Target a reduction in downtime by 15% over the previous year.
Expense Efficiency: Monitor the cost-effectiveness of service operations by tracking expenses against revenue generated. Aim for a reduction in maintenance-related expenses by 10% while maintaining or increasing revenue.
Employee Utilization: Measure the percentage of time employees spend on billable tasks versus non-billable activities. Aim for an employee utilization rate of 75% or higher.
Inventory Turnover: Track how quickly inventory is used and replaced. Aim for an inventory turnover rate of 4 or higher annually to optimize asset utilization.
Client Retention Rate: Measure the percentage of clients retained over a specific period. Target a client retention rate of 90% or higher.
CRM App Extension Demo
Project Expansion
Background: Building upon the successful integration of the Fast Site Survey app with the Zoho Creator Custom CRM, the Commercial HVAC Service Company sought to further optimize their system. The goal was to create an additional user interface within the CRM to streamline equipment service calls, scheduled maintenance, and provide detailed equipment location information.
Challenges: The existing system lacked a dedicated user interface to efficiently manage equipment service calls, scheduled maintenance, and detailed equipment location data within the CRM. The company faced the challenge of centralizing this information and making it easily accessible for service teams.
Solution: To address these challenges, an additional user interface was developed within the Zoho Creator Custom CRM, building upon the existing integration with the Fast Site Survey app. This interface was designed to provide a comprehensive view of equipment service calls, scheduled maintenance, and detailed equipment location information.
Implementation:
- User Interface Development: A new module within the CRM was created to manage equipment service calls and scheduled maintenance.
- GPS and Floorplan Integration: Equipment GPS locations and floorplan views were incorporated, with equipment pins on floorplans to indicate exact locations. When selecting a GPS pin or a pinned equipment location on the floorplan, detailed equipment information was displayed.
- Association with Company/Branch/Site: The equipment lists were associated with the respective Company, Branch/Site, and specific Floorplan data within the CRM.
Outcomes:
- Streamlined Service Calls: The new user interface facilitated the easy initiation and management of equipment service calls, optimizing the response time for maintenance.
- Scheduled Maintenance Management: The system enabled the scheduling and tracking of equipment maintenance, ensuring timely service and upkeep.
- Enhanced Location Information: Detailed GPS coordinates and floorplan views improved the understanding of equipment locations, aiding service teams during on-site visits.
Benefits:
- Efficiency: Service calls and maintenance scheduling were streamlined, reducing response times and improving overall service efficiency.
- Enhanced Planning: Access to detailed equipment location data supported better planning and execution of service and maintenance tasks.
- Improved Oversight: Centralized within the CRM, the system provided a comprehensive overview, facilitating better decision-making and resource allocation.
Future Steps: The successful implementation lays the groundwork for further enhancements, such as incorporating real-time status updates for equipment maintenance, automated notifications for scheduled maintenance, and expanding the system to support additional features for predictive maintenance and analytics.
Conclusion: The addition of a dedicated user interface within the Zoho Creator Custom CRM to manage equipment service calls, scheduled maintenance, and detailed equipment location information has significantly improved the company’s service efficiency and oversight. This integration reinforces the commitment to streamlining operations and providing top-notch service to clients.
%
Data Accuracy
%
Retention Increase
%
Survey Productivity
%