Flowrite, a national refrigeration and air conditioning specialists, with more than a 100 engineers nationwide, have achieved efficiency improvements of more than 50% in the delivery of its installation, service and maintenance operation as a result. it says, of using Aeromark’s real-time service management platform to optimise the scheduling of its field service engineers combined with the automation of key commercial processes, including job surveys and quotes.

Flowrite uses Aeromark’s real-time service management platform as the foundation of its field service delivery, enabling the company to increase service quality and achieve one of the highest first-time fix-rates in its industry. The addition of customised workflows for quotations has further improved efficiency and, crucially, enables Flowrite to control the profitability of its jobs.

“We now have seamless automated processes that guide our staff and subcontractors to complete tasks efficiently, including job surveys, pricing, quotes, quotes outstanding, work-in progress and commercial sign-off. This allows us to act a lot quicker, increases the productivity of our business and provides an important digital audit trail” said Vicky Pluck, Service Director, Flowrite Services Ltd.
“We now turn quotes around within hours. Our Aeromark system also prioritises urgent business critical quotes. Automating and speeding up the process means customers approve them faster and we in turn increase the number of jobs we do. Of course, this also improves customer experience because we’re responding to their requirements so quickly.”
 
Invoice data is captured throughout a jobs progress. The system’s Automatic Rating Engine checks that parts ordered for the job have been consumed and the price is correct. Invoicing is now much quicker and most importantly accurate.
Aeromark’s software also automatically applies the correct margin to Flowrite’s jobs and enables them to analysis overall profit margin to understand which jobs and what type of work is the most profitable.

“Aeromark now manages the lifecycle of the service request from the initial call to our helpdesk, Pluck continued, "through to final completion; showing a full path of actions along the way. This history is integrated with the engineer’s PDA, so they have full information of what has previously occurred, prior to attending a job.

“Our customers can also view the progress of their jobs via their own bespoke portal which enables them to track all the activities on their portfolio and monitor the performance of their contracts. These portals are constantly being improved to meet customer’s specific process requests and the requirements of each site."

Flowrite provide all their service partners and customers with access to their Aeromark system ensuring consistent, real-time information is provided. Through this facility Flowrite embeds their core business behaviours of trust and visibility from the start of each engineering task.