Reduce Staff By 50% With Service Management Software

Overhead Door of Abilene (OHDOA) provides sales, service, and installation of overhead doors to the central Texas region. Several installations and multiple service calls each day produced mountains of paperwork resulting in lost work orders, dissatisfied customers, and delayed invoicing. By the end of the day, a stack of 40 to 50 work orders would have accumulated. "With an average of 80 to 100 phone calls per day, the staff was overworked and under constant stress. The entire process was utter chaos," company co-owner Delores Elliott recalls. Double and triple entry of the same information caused many errors and lost time. When a customer called for service, the information was handwritten on a work order form and placed in a stack. When the technician called in for the next assignment, a work order was read to them over the phone. The technician would then write down the information again on a field form. Once the technician returned to the office, the work order form was completed and given to accounting where the same information would be reentered into the accounting program. "The same information was being entered two and three times, while the work order itself was being transferred to four or five different departments," recounts Elliott. "Illegible handwriting, wrong part numbers, and inaccurate calculations would turn a simple invoice into 20 minutes of data entry and phone calls." The company already had a good accounting system in place with QuickBooks Enterprise.