Company Structure
Four departments
We have structured our company with four separate departments for service. Each department is able to focus on their separate assigned responsibilities. The managers to have the “time” to ensure prompt completion.
Although you have a dedicated Service Manager assigned to you for your direct contact, your Service Manager has four Teams with departmental management to ensure we deliver the results on time.
1. CALL CENTER
We provide a 24 hour, seven days a week, Call Center. Calls are placed electronically to us thru our email system, by fax, or by phone.
We will accept the call request, and respond to you with a return email, to acknowledge the scheduled ETA. Normal response to a location is within 2-4 hours.
We will then contact your local manager of the ETA. All information is posted to your website, along with the name of the manager we have spoken with.
2. status department
Our Status Team monitors and will validate each ETA through completion.
Example: The assigned ETA is for 2:00 PM ET. All open calls are polled every hour for the upcoming ETA’s.
One-half hour after the scheduled ETA, or 2:30 PM ET, the assigned status person will review the website to validate the technicians arrival has been achieved.
If the arrival has not been posted to our IVR system, we will then contact the store and validate the technician is on site. We will follow-up and advise the store of any change in the ETA. The website is continually updated.
The next day, the assigned status person will contact the store manager and validate the site remains operational. We catch any delay or if the technician had left for a part. We then contact the technician to ensure his timely return, without any further delay.
The status department takes the responsibility away from the Call Center, to allow them to focus, and have the time to effectively administrate through reliable completion. The store manager is kept current of the status and maintains performance confidence through the work process.
3. PM DEPARTMENT
Our Preventive Maintenance Team (PM) Team is a separate department to ensure your PM’s are completed on time and reliably.
Twice monthly, or a schedule convenient to you, they forward a PM Spreadsheet illustrating “by location” their schedule dates, completion dates, and invoice dates. You can monitor bi-monthly the completion process. We report to you!
Our Company has learned the value of separate departments in that each department has separate and dedicated Teams with independent responsibilities. The separation allows the Team members to maintain their focus and dedication for their tasks. In the end, our company can reliably deliver the expected services, without delays.
4. PROJECT ESTIMATING DEPARTMENT
We provide a dedicated staff to manage the field proposed costs. They will design each project to ensure the proper application is achieved, the best costing is applied in the estimate, your proposal is detailed and itemized, the ETA is identified, and a national location is applied for the best availability with expedited shipment. Your project Team will provide you with the best pricing, scope of work, and availability for immediate resolution, with a normal 24 hour quote turnaround to you.
24 hour quote turnaround is able to be provided because we are a contractor with established labor standards and immediate access to material pricing. We can provide immediate proposal without any delay from the field.
COMMENCEMENT SUPPORT
We recommend to our new customers that we make available a company experienced employee to reside at “your” facility during the initial commencement. All they need is a desk and internet access!
This person will provide the glue and reference to ensure all programs are implemented and understood. We can start the program running! You will have first hand access to monitor and learn our dispatching process. We will provide all dispatching from your location during commencement. You will be able to oversee that our network is in place. You will be able to communicate your expectations and observe the process through completion. We will be able to provide the training for website monitoring. We will be able to implement new ideas and integrate the activities between us. We can foster a Team Spirit and a Collective Awareness of how to administrate the many tasks within our industry, immediately from the beginning.
With our staff on site, we can create the right training environment to utilize the many operating capabilities within our system. We can immediately ramp-up and deliver your expectations.