“Once we hit a certain size, we needed a better way to operate. After looking at many options, we chose Essential. Everyone loves it, even the techs. It keeps us organized, and automates the day-to-day operations like emailing customers before inspections are due, creating quotes and invoices, and following up. It has reduced mistakes and allowed us to continue growing.”Roger Lu, Owner, SAFCO
THE CHALLENGE
One inspection could take several attempts to schedule
As SAFCO’s customer base grew, the back office spent more time calling and emailing customers to keep inspections up to date. It often took several attempts to agree on a time.
The work went beyond finding an open slot. Some customers needed a fixed date and time, sometimes after hours. Others wanted a phone call 30 minutes before arrival. Some appointments required coordinating with several contacts. Keeping those details straight added work and sometimes led to mistakes.
THE IMPLEMENTATION
A clear plan that kept operations running
Owner Roger Lu wanted a better way to manage the process. Essential’s team moved customer data from QuickBooks Desktop and Excel and handled most of the implementation after SAFCO supplied the necessary data and instructions.
SAFCO contributed less than a day of work before inspection outreach and scheduling were up and running.
“The team at Essential provided excellent customer service and support from day 1. They provided a clear plan of how to install the software without disrupting our operations, and it was all very easy from our perspective.”Roger Lu, Owner, SAFCO
THE RESULTS
Outreach, reminders and dispatch in one workflow
Within the first month, SAFCO had automated all customer outreach for inspections. The company also brought scheduling into Essential, using automated reminders and technician dispatch.
“With Essential, we have been able to do more with the same staff. Customers are happier, employees are happier…”Roger Lu, Owner, SAFCO
SAFCO could have kept its existing scheduling process while using inspection automation. Instead, it chose to move scheduling too and found additional efficiencies from bringing the work together.
“Working with Essential is like getting your own customized software at a tiny fraction of the price. We're looking forward to our long-term partnership with the company.”Roger Lu, Owner, SAFCO