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CASE STUDY

True Blue Plumbing

Summary

Operating on a national scale while still having time for the small details isn’t the easiest thing to do, but for the team at True Blue Plumbing, it’s a challenge they love to tackle every day. Staffed by a 50 strong team and backed by a long history as specialist plumbers working in the insurance reporting industry, True Blue’s team pursue success by always searching for ways to consistently provide outstanding customer communication and quality plumbing reports to insurance builders across

The situation

But operating across such a large area while still providing the same consistent care to every client wasn’t always as easy as it is for the business today.

A lack of reporting tools meant analytics were tough to generate and utilise. While at the same time, timesheets and other business-critical processes like job checklists were often missed or inaccurately recorded due to ineffective manual processes.

Adding to these concerns was an outdated communication system with no way to tackle issues such as clients missing appointments or field technicians being unable to communicate their need for equipment easily.

Something had to change, and the team at True Blue Plumbing opted to revolutionise their operations with AroFlo’s job management system and inbuilt communication tools.Read on to find out more about their journey with our software solution.

For True Blue Plumbing, three main concerns prompted the search for a new way of doing things. Firstly, the business had reached a point where it couldn’t grow any bigger without a system to provide additional operational control and oversight.

Secondly, traditional phone calls no longer allowed technicians to reach clients with the same level of effectiveness as they had in the past. The inability to send reminders and instructions to customers often meant that appointments were missed, leaving field staff waiting until the next job, costing the business thousands of dollars a week in lost billable hours.

Thirdly, the business required greater reporting capabilities to provide the insight and clarity that their customers demanded.

The solution

AroFlo was the perfect solution to meet the objectives that the team at True Blue Plumbing had set for themselves. With fully customisable business units, the company could quickly establish a custom-built system for each state or territory of operation, allowing them to grow without fear of their upscaling strategy ever becoming uncontrollable or ineffective. Each business unit could also function autonomously using AroFlo, with individual forms, checklists and stock prices all held under specific units rather than drawing from one set structure.

A full SMS integration with AroFlo also meant that technicians could now communicate with clients using text messages, allowing them to greatly increase their contact effectiveness while cutting down on the number of customers who failed to meet their appointment dates. Staff also benefited from the improved messaging capabilities, with plumbers now discussing equipment pickups and drop-offs without engaging in a lengthy phone call.

Add to this that the business could now run complex reports in a matter of minutes, giving management a means of accessing rich business data on demand and using it to influence their future decisions and drive their success now and into the future.

The results

After a month of hard work, the team at True Blue Plumbing had already begun to master their new job management and customer correspondence system. With everything from field operations to administration now running on a single system, the business finally had the means to scale effectively and grow from around 25 staff to over 50.

With staff productivity now at an all-time high, the business enjoys increased billable hours, decreased paperwork and 100% software uptake across the entire business, all thanks to AroFlo’s easy-to-use suite of job management tools.

The results speak for themselves, and a year down the track and everyone at True Blue Plumbing has the same thing to say:

“We don’t remember how we ever used any other system.”
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Profile

Plumbing inspections and leak detection for commercial and domestic insurance clients

Joined AroFlo: 2019

Located in: Bayswater, VIC

Industry: Plumbing

Number of employees: 50

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