Situational Analysis

As an Elevator Services Company started to experience rapid growth, their manual processes and paper-based ticketing system were increasingly causing significant inefficiencies, data input errors, and unnecessary overtime for employees. Through our efforts of documenting the company's workflow, we determined that a new software solution would increase visibility and automate key aspects of the service ticketing process.

Client Deliverables

• Software selection and implementation of a new digital platform, eliminating manual excel and paper-based processes
• Improved communication between dispatchers and technicians
• Improved internal order processes

Process Simplification

• Improved efficiency for dispatchers by giving them clear visibility into their day, allowing them to make faster, smarter decisions without having to repeatedly engage technicians for information
• Improved real-time communications between dispatchers and technicians through a digital platform

Time Savings

• Reduced call volume into the dispatch center by over 50%
• Reduced ticket approval time from 30+ days to 7 days
• Developed new reporting capabilities and dashboards to provide dispatchers and accounting personnel the ability to monitor job costing and open A/R balances

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