About Otter South West Limited
Otter Southwest specialises in plumbing, heating & renewable installations. We oversee all aspects of maintenance and servicing and offer a professional, reliable and honest service.
Industry: Plumbing & Heating
Company Size: 16 employees
Location: Somerset, UK
“The Taunton-based plumbing and heating contractors started out as an in-store-based business, but, recently, they’ve been offering service maintenance as well. The company has a local authority contract for service and maintenance, and also works with estate agents, letting agents, and private customers.
Knowing they’d need a system to help them streamline jobs, Otter South West’s directors gathered information on providers from the internet, called four of them, narrowed it down to two—and chose Commusoft.
‘We believed it was going to be the more user-friendly package,’ says Martin Conlon, Director of Otter Services. It was visually more understandable—it’s easy enough for non-IT specialists to actually get their head around it and build as they go along—and mobile app was very quick and efficient for the guys to use out in the field.’
Optimizing the Day-to-Day
Before Commusoft, Otter South West was using a paper-based system and an Apple calendar for managing jobs. It was fine when the company was smaller, but it did create a lot of extra paper—and a lot of extra work.
‘We had to produce the job sheet, transport the job sheet manually to somebody who’s then fitting out a job and transporting it back to you manually, put that through the invoicing process, and load it onto the database so people know it’s been done and so it alerts you the next year,’ explains Conlon. ‘Whereas what we have with Commusoft is a single process: once you put it on the system, everything just follows through.’
Reaching Beyond the Store
Otter South West has a store that technicians can draw most parts from. It’s an easy process, but one that won’t support the company as it grows. So the directors are busy building a spreadsheet of parts they can upload to Commusoft, which will make parts management more efficient when Otter South West is at the point where they need to source parts from external suppliers. Then, Commusoft’ simple parts inventory management feature will let them track, manage, and automatically invoice for parts.
Mastering the Schedule
Scheduling may be the area where Commusoft is handiest for Otter South West. Before Commusoft, says Conlon, the process looked like this: ‘First you had to go into one database to find out what to do next month by filtering the data according to the due date. You’d then produce X number of individual letters, you’d post the letters, and you’d receive the calls and schedule the jobs.’
Otter South West has now gone from slow to fast: they’re using Commusoft to quickly choose which engineer to send to which job based on their skill set, manage the technicians’ schedule, and manage their workload. Commusoft also makes it easy to automatically send reminders to customers when their services are due, eliminating the need to filter the database manually and send letters individually.
Accounting for Change
Otter South West’s invoicing has also gotten easier. Using the example of a simple boiler service, Conlon says: ‘The minute we put it into Commusoft, it’s automated for an immediate job—from assigning the technician, through to invoicing and chasing up to make sure everything is paid and settled.’
Aiming to Grow
Conlon can’t say how many technicians Otter South West will be taking on; how large they’ll grow depends on the workload they get. ‘And that’s the thing about Commusoft,’ says Conlon. ‘It does give you flexibility for the package to grow with you as a business.’
What Other Users Say
We’ve quadrupled our workload, but we’ve only doubled our workforce; this is because of all the features Commusoft offers... The beauty of Commusoft is that it’s a completely scalable solution.
Premier Heating Solutions
I can honestly say going forward with technology, it's so much easier, so much more organized, and just a lot more professional.
Westminster Heating and Plumbing
Our office staff are now able to manage their time much more efficiently - I'd estimate we've reduced our office admin time to roughly 30%.
C.P. Jefferies Ltd
There is no way we could run our business efficiently and effectively... we just simply could not run it without Commusoft - it would be impossible.
10hrs saved managing schedules
35% improvement in customer feedback
15% reduction in total travel costs
20% reduction in no-access jobs
10% improvement in first-time fix rate
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