Scaling Up Operations: A Case Study on Preferred Home Services
Technology Category
- Drones - Flight & Control Systems
Applicable Industries
- Education
Applicable Functions
- Maintenance
Use Cases
- Time Sensitive Networking
- Virtual Training
Services
- System Integration
- Training
About The Customer
Preferred Home Services is a residential home service company based in South Carolina. The company offers a range of services including plumbing, electrical repair, heating system installation, and air conditioner repairs. Over the past three years, the company has been featured on the Inc 5000 list, marking it as one of the fastest-growing home service companies in South Carolina. The company has over 200 employees and is known for its commitment to providing maximum comfort to residents by addressing their household repair issues.
The Challenge
Preferred Home Services, a rapidly growing residential home service company based in South Carolina, was facing operational challenges due to ineffective communication and lack of an efficient workflow software. The absence of a streamlined process was hindering the free flow of information among employees, leading to frequent queries about job responsibilities and procedures. This was not only affecting the efficiency of the team but also impacting the quality of service provided to the customers. The situation was further exacerbated by the COVID-19 pandemic, which led to an increase in household repair issues as people spent more time at home. The company needed a solution that could enhance their operations, improve communication, and enable employees to execute their jobs independently.
The Solution
The management team at Preferred Home Services turned to SweetProcess, a workflow software, to address their operational challenges. Katie Sullivan, the company's marketing and customer experience director, led the initiative to maximize the use of SweetProcess across different areas of the organization. The software was used to document processes, creating a centralized knowledge base accessible to all employees. This not only improved communication but also enabled employees to perform their tasks more efficiently. SweetProcess was also implemented in the onboarding and training process, making it easier for new employees to understand their tasks and responsibilities. The software's training feature was also used to train established employees, especially when they were required to execute new roles and tasks. Katie prioritized documenting the processes that employees asked questions about the most, thereby saving time and focusing on tasks that had a bigger impact on the organization.
Operational Impact
Quantitative Benefit
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