Empire Electric has eliminated paper forms, accelerated estimates, work order approvals and site inspections while using smartphones and tablets to give their customers a real-time view of any job site at any time to improve service and lower costs
Washington, D.C. – March 22, 2016 – TerraGo announced today that International Empire Electric (IEE) has recently completed its first year of live operation using theTerraGo Edge mobile platform for field service, job site and workforce management. IEE credits mobile forms and cloud-based workforce management with the transformation of its customer service and field operations, accelerating customer projects and lowering costs.
“When we started with TerraGo Edge, we used it for doing daily reports and site reports on tablets and phones. We could fill out all our forms and attach photos of the work progress. This alone was a huge productivity improvement and time-saver over managing paper forms,” said Edwin Quintanilla, Vice President of Operations at IEE. “Over time, we realized we could take advantage of Edge to change the way we were managing customer projects from start to finish. We didn’t have to wait on paper estimates, work order approvals or manually create invoices back in the office. Edge lets us work faster and smarter; that is a difference that benefits our customers and our bottom line.”
IEE has improved the way it communicates with customers as well. Previously, when customers inquired about the status of job sites or installations, it would take days to compile a status report. Now, TerraGo Edge enables crews to instantly share photos, forms and job site reports with customers via text messages and emails. Also, they can bring a customer virtually to an installation and get immediate approval on a change order so they can keep working, eliminating delays and saving customers time and money.
In addition, TerraGo Edge’s workforce management features and data have helped IEE to improve efficiency and operations by tracking service goals, work quotas and maintenance activities.
Quintanilla added: “We started by moving our forms to mobile and now we’ve shifted towards optimizing all facets of field service and customer delivery. In the field, we work faster because the smart forms take minutes instead of hours. And our back-office systems are also more efficient because we’ve eliminated delays in all phases of the project from estimates to work orders to change orders, all the way through to inspections, invoicing and maintenance. Once you start working without paper, you start to see the power of your mobile devices and on-site data to transform customer service.”
To learn more about the Empire Electric customer success story, read the case study: