NexRev’s mission is to help multi-site facilities eliminate waste from their energy consumption. Looking internally, however, NexRev executives identified opportunities to eliminate waste in key aspects of the company’s operations. Management selected NextService to simplify many processes and improve the productivity of field service technicians and their support team.
Location: Plano, TX, USA
Industry: Energy and facilities management
Services: Energy efficiency improvements and remote management of energy management devices
Systems Service Type: Development, installation, operation, and support
Inside Support Staff: 25
Field Staff: 80 (consisting of 70 installers and 10 service and support technicians)
NexRev is an energy and facility management company that helps customers identify, expose, and eliminate wasted energy costs by developing, installing, operating, and supporting solutions that interface with multi-site facilities. Industries served include commercial companies with multi-site facilities, including retailers, restaurants, and theaters. The company has installed more than half a million energy management devices for companies throughout North America. NexRev’s DrivePak service delivers permanent improvements in energy efficiency by reducing HVAC blower fan speeds to match actual requirements. Their Freedom service remotely manages energy management devices for multi-site facilities.
NexRev has two groups of field service technicians: a group that services installed equipment and a group that handles new installations. Both groups were limited in what they could accomplish by a maze of inefficient processes and time-wasting communications. Internal support personnel struggled as well under the burden of a working environment that depended heavily on paperwork, email, and phone calls.
The lack of centralized, easily accessible data required a process with numerous communications between the field technicians and the internal support team.
Major issues included:
- To determine job status, account managers often had to make calls or send emails to find job folders, where crucial information was kept.
- Technicians searched through their emails or called the office to determine job assignments.
- Internal staffers needing information frequently interrupted the work of field technicians with phone calls.
- Documentation could not be readily accessed in the field, so technicians relied on calling the office for technical support.
Scheduling and dispatching processes were weighed down by cumbersome communications and other inefficiencies, with resulting delays in responding to customers.
Complex billing required multiple steps, leading to errors and delays that adversely affected NexRev’s cash flow.
“We need to constantly improve. That’s what lead us to NextService, and that’s what is leading us going forward as we keep finding new ways to exploit the system’s power.”
~ Jody Kass, Director of Field Operations
Why NexRev Chose NextService
In 2018, NexRev began searching for a new, cloud-based business management system to replace legacy systems that were inadequate for its needs. Management chose Oracle’s NetSuite as its single platform for unifying and connecting data.
NextService, management found, was the best field service management system available that could natively integrate with NetSuite. Furthermore, NextService’s robust capabilities would help the company launch a key initiative: improving technician productivity and job satisfaction.
“Technicians are the customer-facing arm of our company. NextService helps us put modern technology to work for the people who are out there earning money for us. We want them to have more time on task, more consistency, and less interruptions. The less time they spend on the administrative aspects of the job, the happier they are—and that in turn will improve job satisfaction and retention.”
~ Jody Kass
Business Impact of Implementing NextService
Streamlined job scheduling
Installers are typically on a job site for up to a week. Job rescheduling and job extensions are commonplace. Installations at new buildings are especially prone to rescheduling because general contractors must react to delays from subcontractors. With drag-and-drop scheduling, NextService makes rescheduling much easier and provides technicians consistent workloads.
“The NextService scheduler has been extremely efficient for our scheduling team. The drag-and-drop feature makes it very easy to expand, contract or reschedule jobs,and everyone loves being able to visualize color-coded job status and scheduling. Our company is founded on eliminating waste for customers, and now we have a way to do the same for our technicians and office staff.”
~ Jody Kass
Prioritized, well-routed dispatching
The support team struggled with setting priorities for service calls and routing technicians efficiently, resulting in customer complaints. NextService gives the team a visual representation of where techs are, with color-coded status of every job. This saves technicians and the support staff time by eliminating the need to wade through emails or make phone calls.
“Account managers, dispatchers and technicians can now do almost all of their interactions through NextService. Calling technicians is just another way that we were interrupting their work. The more phone calls and emails we can eliminate, the more time technicians can stay focused on getting the job done.”
~ Jody Kass
Easy access to documents
In most cases, technicians no longer need to call the office with troubleshooting issues and other questions. The answers they need are readily available in documents they can access on their NextService mobile apps, so jobs can be completed faster.
Drastic reduction in old-school communications
Before NextService, field and office staff relied extensively on emails, phone calls, spreadsheets, and paper folders to do their jobs. For example, a technician might have to go through dozens of emails searching for the latest job assignment. Similarly, an account manager would have to track down the job folder to obtain needed information.
NextService has eliminated the job folders and spreadsheets, as well as much of the time-consuming communications formerly done to keep jobs moving, from scheduling through billing. Once a job is set up, NextService automatically gives appropriate people reminders of next steps.
“There’s a huge difference between the way that technicians had to deal with the office personnel and how they interact now. Now there’s no need to fish through emails over the last several weeks to figure what they’re supposed to be doing. Our technicians can focus on the work at hand. That means the job gets completed sooner and they can move onto the next one.”
~ Terrie Hall, Operations Analyst
Fast, accurate billing
Many customers demand invoices tailored to their requirements. The old system was prone to errors in meeting the customer’s criteria. Customers would ask for changes, delaying cash flow.
NextService easily accommodates customer requirements, greatly streamlining the billing process. Errors are minimal, and they are usually caught internally before the invoice goes out. Once billing personnel have entered the specified information, sending the invoice is just a click away. With accurate invoices out faster, complaints have plummeted, and cash flow has improved.
New forms to enhance productivity
NexRev will soon introduce two new electronic forms to streamline work flows even more for two key services, DrivePak and Freedom. Both forms will enable technicians to do many tasks much faster using just the mobile app—such as embedding photos, going through their checklists, accessing documents, getting customer signoff, and closing out a job. Electronic forms will also help the office staff save time and perform their jobs with greater accuracy.
“Moving to electronic forms will have monumental impacts on productivity. Users will be shouting the praises of these forms and the impacts the forms make on their jobs. The new forms are just two of the steps we will be taking with NextService to eliminate waste in our operations.”
~ Terrie Hall
Key Business Outcomes for NexRev
Since implementing NextService in 2019, NexRev has made tremendous progress in achieving its goals with the system. Here is summary of the key challenges NexRev faced and the results achieved by early 2021.
|Challenge||Outcome with NextService|
|Technicians’ productivity was hampered by frequent interruptions, poor access to documents, and excessive reliance on paperwork, phone support, and email.||Mobile app provides easy access to documents and eliminates time-wasting interactions with others. Technicians can focus more of their on-site time on using their skills to meet customer needs.|
|Cumbersome scheduling and dispatching processes led to confusion on assignments and customer complaints.||Scheduling and dispatching have been streamlined with NextService’s drag-and-drop feature, modern routing, color coding, and visual schedules for individuals and groups. Employees don’t have to search email for their latest assignments. Service call response times have improved.|
|Cash flow suffered because manual billing processes to accommodate complex client needs were laden with errors and delays.||Information captured from field jobs flows directly through to invoices. NextService’s flexibility handles all client requests for invoice content. With fewer billing errors and delays, cash flow has improved.|
|Support teams were frustrated with the inefficiencies of legacy systems and manual processes.||Job folders and spreadsheets have been eliminated, along with huge reductions in email and phone interactions among technicians and support teams. Managers are seeing greater job satisfaction.|
|Desired improvements were often impractical because of nonintegrated systems.||NextService’s native integration with NetSuite has enabled: