In the world of professional cleanup and restoration, jobs are complex and require lots of attention to detail to ensure customer needs are met. For emergency restoration services provider SERVPRO®, the nature of the industry created inefficiencies that crept up across the business.
As a leader in the restoration industry, SERVPRO® services customers in need of emergency cleanups after fires, floods, or other disasters. The job is much more complex than a customer simply calling them up, and having a van sent out to clean up the site. There are insurance companies that need to be dealt with, claims to sort, the storage of belongings while restoration is being done, and other variables that complicate operations.
SERVPRO®’s Team Wilson operates in Texas and Alabama, with locations in Dallas, Houston, and Birmingham. Rather than continuing to live off static spreadsheets, to track job status and customer needs, Team Wilson sought a partner to help streamline operations and deliver critical time-saving benefits. Quickbase’s Dynamic Work Management platform helped deliver on these needs, saving an average of a month’s worth of administrative work for SERVPRO® Team Wilson, gaining real-time visibility into where fragmented data lives.
The challenges of a messy industry
When responding to a call, there is a host of data that SERVPRO® Team Wilson must collect to assess the size and scale of the job. This includes building type, the nature of the disaster that struck, how much property damage has taken place, and information on the insurance provider the customer uses.
Prior to using Quickbase, SERVPRO® Team Wilson logged data in online spreadsheets that quickly spiraled out of control. David Hyde, Director of Technology, Systems Development and Data Analytics at SERVPRO® Team Wilson, says the glut of these static documents were creating inefficiencies and not providing the insights that the team needed.
“We were using a plethora of spreadsheets that would make your head explode,” says Hyde. “With disconnected pivot tables, charts and other data, it was impossible to make clear decisions on next steps.”
With limited automation ability, these spreadsheets began creating instances of Gray Work – or the slow, manual processes used “just to get by” at work – throughout SERVPRO® Team Wilson, with critical information becoming fragmented and hard to access across teams. Different departments also need access to different datasets, making it harder -the claims team needs information on insurance carriers and policy types, the reconstruction crews need to know exactly what the scene looks like before they can plan for how to clean it. Data fragmentation is a key driver of business inefficiency, with new research showing over 50% of enterprises spend over ten hours per week hunting for the data they need to get their jobs done.