Auto Ingress

Overview

Location: Slacks Creek, Queensland, ANZ
Industries: Manufacturing and construction
Services: Automatic door machinery manufacturing, installation, and maintenance
Employees: 85
Field Staff: 28

About Auto Ingress

Auto Ingress is the largest Australian-owned manufacturer of automatic door operators, specializing in designing and producing innovative, high-tech entry solutions. The company delivers highly personalized service, including installation and ongoing maintenance, and provides market-leading warranties for peace of mind.

Business Challenges

With its old system, Auto Ingress suffered from numerous inefficiencies, including many tasks that took hours of office staff time away from more high-level tasks. Primary challenges included:

Time management. Many of the time management problems came from the need to manually enter information. For example, each time a customer scheduled an installation, the service team had to manually enter the information onto the assets. If they did not have time to complete this task, technicians had to go onsite without the needed information.

Because the old system lacked a map function, office staff spent hours each day determining the next day’s job schedule and order.

Also, office staff had to develop estimates based on technician notes, a process that involved many back-and-forth exchanges to ensure accuracy.

Additionally, due to the limitations of the former system, office staff managed preventative maintenance contracts through a spreadsheet. This time-consuming process made it difficult to set up contracts with different frequencies, prices, or technicians and to generate reports.

What would have previously taken four hours every afternoon to schedule the maintenance jobs for the next day now takes less than one. It’s an absolute breeze.”

– Aidan Jessen, Quality & Training Manager

Accuracy. A lack of certain features in the old system caused inaccuracies across tasks. In the old system, office workers had to manually transcribe the job history into the case for technicians. A lot of important information got missed because the office staff has limited technical experience and, therefore, did not always make the right decisions about what was necessary to include.

Technicians were able to modify any asset field, which sometimes caused errors and duplicate assets.

Due to discrepancies between the accounting and field service system, the company was not tracking inventory effectively.

Our service department had a long list of things they wanted to automate. The configurability of NextService was an incredible draw because we knew we could get it up and running, then continue to make improvements and efficiency gains as we went along.”

– Aidan Jessen

Flexibility. Both office staff and technicians struggled with aspects of the old system. The accounts and service teams had difficulty adapting to shifting customer requirements within the system. And technicians were unable to make their own decisions about the order of their jobs.

Previously, our technicians couldn’t see address locations on their devices, so the scheduling team decided which jobs they would complete in what order. Now, with the NextService map, technicians can make their own decisions, which are better than the scheduling team could provide.”

– Aidan Jessen

Customer care. As a result of limitations with the old system, customers suffered. They often had to wait a week or more for warranty and compliance documents after a job was completed because the documents had to be manually generated in the office and then sent out.

Additionally, technicians were routinely distracted by numerous emails and phone calls from office staff during their workday, forcing them to stop what they were doing to respond.

Why Auto Ingress Chose NextService

Auto Ingress was using simPRO and MYOB, which could not support the capacity or customization the company was looking for. As they explored features offered by NextService, they realized the schedule board function would be highly useful and it was not available with the other options they explored.  

The service department had a long list of things they wanted to automate, and the company was drawn to the configurability of NextService, knowing they could focus on getting the system up and running, go live, and then slowly make concrete changes over time to get more improvements and efficiency as they went along.  

Auto Ingress installed both NetSuite and NextService in May 2018.  

Business Impact of Implementing NextService

In choosing NextService, Auto Ingress resolved all the challenges listed above and gained additional functionality. Primary benefits included:  

Significant time savings 

Using the schedule board feature has reduced the amount of time needed for scheduling by 75%, making that time available for office staff to perform other tasks. At the time NextService was implemented, the company had 22 field staff. That number has increased to 28, yet no additional scheduling staff were needed to support the new team members.  

The biggest impact was around the schedule board from the dispatch team. When we went live, it was as different as night and day from the old system. It was pleasant to be able to get all the jobs on the schedule in a nice, neat order.”

– Aidan Jessen

Assets are created as part of an automated process, and technicians now have access to that information on every job. Office staff spend 20% less time updating assets. Additionally, full job history is accessible to technicians on their devices. This feature saves time for the office staff, who no longer must input job histories manually, and creates higher accuracy so technicians can better find what they are looking for.  

Using NextService functionality, technicians can now generate estimates right from their devices. This improvement alone enabled the company to free up an office staffer to work on higher-value tasks. Also, the new system generates cases automatically and no staff interaction is required. The new system automatically emails work orders to service agents, freeing up one person for one full day per month to take on higher value tasks.  

Using NextService to create preventative maintenance contracts greatly reduces setup time and significantly increases accuracy. Setting up contracts with different frequencies, prices, or technicians is far easier now. Office staff can identify doors that are on contract when they book new services, and reporting is greatly improved.  

Better information accuracy  

The booking function has been a huge benefit for the scheduling team, which now uses a high priority checkbox that cannot be changed to indicate high priority jobs, so there are fewer mistakes in services getting done at the right time. 

The new system also limits the asset fields technicians may change, greatly improving asset information accuracy. Additionally, technicians have gained the ability to add items directly to a sales order, which has worked effectively because the manufacturing team can track inventory levels and replenish them as needed. The company has more visibility into inventory and better processes in place. 

Greater flexibility for technicians and office staff 

Technicians gained access to map and scheduling information, giving them the flexibility to determine which jobs to complete in what order. Because technicians have all information available to them directly, there is much less correspondence between them and the office, leaving them to complete their work efficiently. 

Service coordinators gained the ability to log cases under sites rather than individual doors, adding flexibility for situations in which the customer could not communicate or identify which doors needed service. This improvement freed coordinators from having to gather that information up front while the technicians could still access all the details the required. 

With NetSuite and NextService, it became easy to change our processes. We could add new searches or alerts and stay on top of the additions more successfully, enabling us to keep customers with changing requirements on board.”

– Aidan Jessen

Better customer care 

Technicians can automate warranty and compliance documents based on checklists that they complete in real time. As a result, customers receive these documents immediately after the technician completes the job.  

The company has used the time it saves on performing tasks needed to complete complex customer requirements, enabling it to take on more of these customers.  

Key Business Outcomes for Auto Ingress

ChallengeOutcome with NextService
Each time a customer scheduled an installation, the service team had to manually enter the information onto the assets.Assets are created as part of an automated process, and technicians now have access to that information on every job.
Because the old system lacked a map function, office staff spent hours each day determining the next day’s job schedule and order.Using the NextService schedule board feature has reduced the amount of time needed for scheduling by 75%. Technicians gained access to map and scheduling information, giving them the flexibility to determine which jobs to complete in what order.
Office staff had to develop estimates based on technician notes, a process that involved many back-and-forth exchanges to ensure accuracy.Technicians can now generate estimates right from their devices.
Office staff used a spreadsheet to manage preventative maintenance contracts, a time-consuming and cumbersome process.Using NextService to manage preventative maintenance contracts has reduced setup time, increased accuracy, and made the entire process much smoother and easier.
Office workers had to manually transcribe the job history into the case for technicians. A lot of important information got missed because the office staff has limited technical experience.Full job history is accessible to technicians on their devices. This feature saves time for the office staff, who no longer must input job histories manually, and creates higher accuracy so technicians can better find what they are looking for.
Technicians were able to modify any asset field, which sometimes caused errors and duplicate assets. The new system limits the asset fields technicians may change, greatly improving asset information accuracy.
Due to discrepancies between the accounting and field service system, the company was not tracking inventory effectively.Technicians have gained the ability to add items directly to a sales order, which has worked effectively because the manufacturing team can track inventory levels and replenish them as needed.  
The accounts and service teams had difficulty changing shifting requirements within the system.Changing processes has become easier, enabling the team to maintain control over those issues and keep customers with changing requirements on board. 
Technicians were routinely distracted by numerous emails and phone calls from office staff during their workday.Because technicians have all information available to them directly, there is much less correspondence between them and the office, leaving them to complete their work efficiently.