Eagle Point Solutions
Location: Texas, USA (Houston, Austin, Dallas, San Antonio)
Industry: Construction & Contracting
Field Staff: 25
About Eagle Point Solutions
Eagle Point Solutions provides floor installations for residential and commercial markets, working diligently to be the partner of choice to builders and remodelers across Texas.
Knighting its service as a “solutions” company, Eagle Point lives up to its title by ensuring no matter the problem, its team will deliver the best outcome possible for its clients.
With a “customer first” mentality, Eagle Point promises to deliver a world-class experience that offers:
- Quality flooring
- Affordable pricing
- Whatever it takes to get the job done properly
- Project completion within the customer’s timeline
Eagle Point chose Next Service field management software for NetSuite as the best technology platform to meet the needs of field service operations in Houston, Austin, Dallas, and San Antonio.
“Technicians are measured on how efficient they are at completing their jobs. By looking at the average days it takes to reach completion, we can now accurately measure that as part of their score card points. If a technician does not mark the job as finished, they’re hurting their own score.” ~Dan Guerrieri, Director of Operations
Eagle Point’s use of QuickBooks to manage inventory, reporting, scheduling, and project costing presented several challenges.
Tracking inventory through QuickBooks proved difficult, particularly given the need to create projections around inventory demand.
Generating project costing was equally tricky, given the complexity of tying expenses and revenue to a task within QuickBooks.
With no scheduling capability within QuickBooks, the company attempted to use an Outlook calendar and an Excel spreadsheet to manage all their jobs and technicians. This was incredibly challenging, given Eagle Point’s need to schedule technicians across multiple cities.
Other challenges included:
- Lack of visibility over inventory, both in the warehouse and in the field
- Inconsistencies with inventory count every single month
- Wasted time resulting from the need to chase missing parts and reconcile errors
- Large amounts of stock lost on job sites
- Poor internal communication around jobs
- Working blind when trying to track progress and updates on jobs
- Difficulty scheduling around delays and postponements
- Lack of a shared schedule to which everyone could refer
- Inefficiencies due to lack of automation
“We bought a unified system with Next Service and used it straight away to start driving efficiencies. We use the data to look at the KPIs to improve, and to drive productivity amongst our field service technicians through monitoring those KPIs. The software has more than paid for itself.” ~Dan Guerrieri, Director of Operations
Why Eagle Point Solutions Chose Next Service
Eagle Point chose Next Service as its software provider for three main reasons:
- A drag-and-drop scheduling interface with real-time resource display.
- The ability to track inventory in the field.
- The opportunity to establish a single point of truth for all business information.
Before settling on Next Service, they considered several other platforms, including Microsoft Dynamics.
Eagle Point’s unique inventory requirements included the need to consolidate multiple third-party warehouses located in different cities. Only Next Service could deliver a powerful solution to Eagle Point’s inventory challenge.
“The ability for us to establish and monitor KPIs within Next Service has been huge. The more we take advantage of Next Service reporting and analytics tools, the better our decision making becomes.” ~Dan Guerrieri, Director of Operations
Business Impact of Implementing Next Service
Since implementing Next Service in October 2019, Eagle Point has experienced significant positive impacts on performance across its business.
Better Inventory Management
With Next Service, Eagle Point can quickly run a report that helps monitor materials on a job site.
Eagle Point has increased inventory location visibility from 0% to 90% thanks to Next Service.
Inventory reconciliation, which took 30 to 40 hours every month, can now be completed in 8 to 10 hours. That is a 75% reduction in time spent.
With Next Service Scheduler, Eagle Point can view all installers across the whole company or limit the view to installers in one market.
Schedulers can easily see which installers are already booked and which are available. This makes it easy to determine availability and confirm accurate booking timeframes with the customer.
In addition, managers gain complete visibility into the day’s schedule from one location.
Compared year-over-year, Eagle Point’s sales performance for June 2020 through August 2020 increased by 30%.
Since implementing Next Service, Eagle Point’s call-back error rate has decreased across all regions.
For their Austin, Texas market, they went from a 7-8% call back percentage to less than 5%, with Houston seeing similar results. In Dallas, they’ve decreased callbacks by approximately 5%.
Increased Technician Performance
With the power of Next Service in hand, Eagle Point created an in-house report card system that measures technician performance. Managers can review each installer’s progress. Installers can view and assess their performance compared to their peers based on indisputable data, motivating their desire to improve the quality and efficiency of their performance.
If technicians do not record accurate and timely data on each job, it reflects in their performance data. This has eliminated the need to follow up individually with technicians because they are motivated to enter data promptly.
It is now easier for Eagle Point to identify and manage incomplete jobs.
Thanks to efficiencies enabled by Next Service, Eagle Point managed the increase in workload without adding additional staff.
The Next Service and NetSuite unified platform has significantly improved communications amongst the Eagle Point team.
Before Next Service, installers might miss an email about a job assignment, but that is no longer a problem. Everything is on the Next Service app, and installers can easily see their full schedule.
When a technician opens the app to start work in the morning, they know exactly where they should be and at what time.
Faster Invoicing and Job Completion
The ability to monitor jobs from completion to invoicing has been a massive improvement for Eagle Point, which now has complete visibility into past-due invoices.
Before Next Service, installers were required to call or email the office directly to confirm that a job was completed and that they were ready to move on to the next job.
Next Service now generates a daily task report indicating whether a job is past due, incomplete or complete, allowing management to follow up on unfinished assignments promptly.
This enables quicker billing for more manageable cash flow management.
Next Service has significantly reduced Eagle Point’s need to create, process, and print paperwork, significantly streamlining previously long and complicated data capture activities.
By choosing Next Service to replace QuickBooks, Eagle Point eliminated the need for Excel spreadsheets and the sharing of files and pictures via email. With Next Service, all data is available for immediate access within the system.
Mobile access to a continually updated schedule board and purchase order automation saves each technician at least 2 minutes per job. When multiplied across the 3,500 jobs completed within the last 12 months – that’s a savings of more than 100 hours per year, based on just two of Next Service’s many benefits.
“By using the Next Service Scheduler and mobile app, everyone can see what they are supposed to do. Our installers are our partners in a way, and this has helped them trust that the system’s Scheduler is accurate. It’s helped to improve communication between us.” ~Dan Guerrieri, Director of Operations
Specific Gains / Key Business Outcomes for Eagle Point Solutions
Next Service has resolved many of the challenges Eagle Point executives were facing in their field services business.
|Challenge||Outcomes with Next Service|
|Zero visibility over inventory in the field||Able to run a report and see what materials should be on a job site. Now at 90% visibility on inventory.|
|Huge investment of time doing inventory counts (30 to 40 hours)||Now takes around 8 to 10 hours to complete inventory reconciliations.|
|Managing jobs and technicians on an Outlook calendar and Excel spreadsheet||Complete visibility over technician location and availability in one place. Each manager can see what they have on for the day.|
|No feedback once a job invite was sent||It’s easy to see each technician’s job progress and availability.|
|Hard to share updates and delays with everyone||The Scheduler can be updated with drag-and-drop technology, and technicians and managers can immediately see the changes.|
|Multiple markets across cities causing communication issues||Jobs and technicians can be viewed by geographic location, making managing and growing in various markets easy.|
|Technicians were not marking jobs as complete in a timely fashion||Technicians are now motivated to enter timely and accurate data to keep their performance metrics high.|
|Incomplete jobs were being overlooked.||Incomplete jobs are visible, making it easy to ensure that they are followed up on and fully resolved.|
|Poor communication around jobs between installers and manager||The visual scheduling in Next Service makes it easy to see the assigned work and to whom.|
|Confirming the completion of jobs could take up to 3 weeks, slowing down the rate of invoicing.||Eagle Point managers receive a daily report on overdue tasks, which helps them focus on following up and closing jobs, which leads to faster invoicing.|
|Lots of paperwork and emailing internally for files, job information, and photographs||All information and files are added directly into Next Service via the mobile app and instantly available to the entire team.|
“There are definitely significant savings in time and efficiencies, now that our field service technicians are filling out forms on the mobile app instead of by hand.” ~Dan Guerrieri, Director of Operations
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IndustriesConstruction & Contracting
ServicesFloor installations for residential and commercial markets