Flowrite Services Ltd, one of the UK’s leading national refrigeration and air conditioning specialists, with more than 100 engineers nationwide, have achieved efficiency improvements of more than 50% in the delivery of its installation, service and maintenance operation. This is a result of using Aeromark’s Mobile Workforce Scheduling Software to optimise the scheduling of its field service engineers combined with the automation of key commercial processes, including job surveys and quotes.
Flowrite uses Aeromark’s real-time field service management platform as the foundation of its field service delivery, enabling the company to increase service quality and achieve one of the highest first-time fix-rates in its industry. The addition of customised workflows for quotations has further improved efficiency and, crucially, enables Flowrite to control the profitability of its jobs.
"We now have seamless automated processes that guide our staff and subcontractors to complete tasks efficiently, including job surveys, pricing, quotes, quotes outstanding, work-in progress and commercial sign-off. This allows us to act a lot quicker, increases the productivity of our business and provides an important digital audit trail".
Vicky Pluck Service Director, Flowrite Services Ltd
Accurate quotes and invoice data
We now turn quotes around within hours. Aeromark’s platform also prioritises urgent business critical quotes. Automating and speeding up the process means customers approve them faster and we in turn increase the number of jobs we do. Of course, this also improves customer experience because we’re responding to their requirements so quickly” adds Vicky Pluck, Service Director, Flowrite Services Ltd.
Invoice data is captured throughout a jobs progress. The system’s Automatic Rating Engine checks that parts ordered for the job have been consumed and the price is correct. Invoicing is now much quicker and most importantly accurate.
Aeromark’s software also automatically applies the correct margin to Flowrite’s jobs and enables them to analyse overall profit margin to understand which jobs and what type of work is the most profitable.
Aeromark now manages the lifecycle of the service request from the initial call to our helpdesk, through to final completion; showing a full path of actions along the way. This history is integrated with the engineer’s PDA, so they have full information of what has previously occurred, prior to attending a job”
Vicky Pluck Service Director, Flowrite Services Ltd
Online Customer Portals
Our customers can also view the progress of their jobs via their own bespoke customer portal which enables them to track all the activities on their portfolio and monitor the performance of their contracts. These portals are constantly being improved to meet customer’s specific process requests and the requirements of each site” adds Vicky.
Flowrite provide all their service partners and customers with access to their Aeromark system ensuring consistent, real-time information is provided. Through this facility Flowrite embeds their core business behaviours of trust and visibility from the start of each engineering task.
"Aeromark’s real-time Service Management software has given us unprecedented control of our operations and insight into the performance of our business. This has enabled us to drive up profitability by making key strategic decisions about the work we do and how we do it”
Dan Hudson Operations Director, Flowrite Services Ltd
The Future
Flowrite have underpinned their business with technology that joins up and optimises their key business processes to deliver more control and insight. This in turn provides the essential ingredients for increasing profit; the ability to reduce costs, improve efficiency and increase customer value” said Roger Marks, Managing Director, Aeromark Ltd.
