Carlisle Corp Testimonial

"There is no way we could run our business efficiently and effectively... we just simply could not run it without Commusoft."

Lincoln Smith, a director at Custom Heat Ltd, sat down to discuss why Commusoft is essential for running their heating and plumbing business.

Custom Heat is a family-run business that started with Lincoln’s parents in 1980 and has been operating for the past 40 years in and around Rugby, UK. Since implementing Commusoft in 2016, the Custom Heat team has grown from 60 in 2020, to over 100 in 2023!

How Was Your Business Run Before Commusoft?

“We had a paper-based system that we’d had for many years. The system was not internet based, so you couldn’t download a mobile app. We had engineers that would call in on a Friday afternoon to ask if they could pick another job up, or we’d have a customer that would all in at 3 o’clock on a Friday afternoon and say ‘We’ve got no hot water, can you come fix the boiler?’. So we’d call the engineer and say we’ve got another job. He’d then jot it down on a sticky label or something in his van – or probably not write it down at all. He’d drive there, do the job – but then we’d never get paid.

“We were growing as a business, our customer-base was growing, the demand for our services was growing, so we needed a system that could cope with the increase in jobs.”

What Was Your Biggest Challenge Before Using Commusoft?

“Before we used Commusoft, our invoicing was done manually. A lady in the office would produce an invoice and at the end of the week she would send all those invoices out in the post. So you could complete a job on a Tuesday – by the Thursday or Friday you’re posting the invoice – by the Monday they’ve received it – and a few days later, they’re paying it. The whole process could be a week or more.”

How Has Using Commusoft Helped You Improve This?

“Now, you click a button – and send an invoice! In fact, the engineers do it from site. Not only do invoices not get missed, but the engineer can go to a boiler service, complete the work, and click a button – all within a second. The office staff doesn’t have to do any of it.”

How Has Commusoft Transformed Your Operations?

“We now have customers call our office, who are ready to handle the call and can book the appointment into a live diary. If it’s a call-out for that day, which happens very often, it will appear in real time in the engineer’s diary. The engineer can then travel to that job and carry out the work. If they need a part, they communicate easily back with the office – just click to select who to communicate with. Once they hit complete, it lets the office know they need those parts. The engineer can then invoice and it will automatically send off the after-care email asking for a review. It’s all made very engineer friendly and very easy to use. The communication between the office and engineer is instant.”

Would You Recommend Commusoft to Other Tradespeople?

“The way that Commusoft tracks every part of every single job – you will not lose anything – it gives you complete confidence in the whole system. Complete confidence to grow. Complete confidence to push on with your business. There is no way that we could run our business efficiently and effectively, presenting ourselves the way we do with our customers, with our reminders the night before, with our text messages that say ‘we’re on our way’… we just simply could not run our business without Commusoft, it would be impossible.“

Lincoln Smith
Managing Director

"Commusoft has directly helped us take on more business and manage everything efficiently. We've seen so much growth!"

Director of Merit Facility Management, Ness Aguilar, sat down with us to discuss Commusoft’s impact on their operations since implementing our Customer Journey plan in 2022.

Why Commusoft?

From HVAC installations to plumbing repairs, pest control inspections, and more, Merit offers a wide range of services for customers. Ness outlines, “Our customer base consists of restaurants, apartment complexes, and commercial properties. We’re also getting into hospital facilities and some government facilities.”

To keep up with demand, Merit employs a variety of subcontractors. Ness and his team knew they needed a job management platform that could effortlessly organise their varied customer base and subcontractors.

He explains, “Out of all the demos that I did, Commusoft was the best and also the biggest. The deal breaker that made us go with Commusoft over any other software was the way the billing is set up.”

He continues,

“No other software has the ability for a Daily License, which was the most perfect thing. It’s the only thing that could work for us. Every other company wanted to charge us a set rate for the amount of users that were gonna be on the system. I wasn’t going be able to pay that because with how many subcontractors we work with right now. We work with 30 to 40.”

Commusoft differs by offering unique licensing options, including Daily, Rolling, and Contracted.

Offering Customer Self-Service Solutions

Facilities management is extremely competitive. After all, building managers want the very best communication and solutions for their facilities. Merit is able to stand apart by offering a self-service Customer Portal.

Ness explains,

“The biggest thing that really hooks them is the Customer Portal. Especially for restaurant customers that have multiple locations. For instance, we’re working with a company called Churches Texas Chicken, and they have multiple locations. I’m able to tell their regional manager, ‘Hey by using us you get a Customer Portal, and you can see all the different locations that you have. They’re all separate, but you can click into a specific location: Store Number One. And on there, it’ll show all the work that we’ve done at Store Number One, along with all the invoices and all the forms that you need.

‘You’re also able to give your managers access to that so they can also see what’s going on at that property. But the cool part about it is that you’re able to see all your different properties in one place’.

I tell them, ‘The more that you use us, the better. If you only use this for one service, you’ll still have all the information there, but it’s way more convenient if you’re using us for four different services instead of one because all the information is gonna be put into one place”.

Commusoft’s Customer Portal ensures Ness keeps commercial customers updated and encourages them to work Merit again and again.

He continues,

“The Customer Portal has allowed me to be able to focus on getting other jobs, opportunities, contracts and more. It’s freed me up from doing the bare minimum. When you’re stuck on responding to complaints or responding to simple requests that can be done in a more efficient manner, it takes away from your ability to grow or focus on other tasks.

I can focus on the things that really matter, like bringing us projects and talking to new customers. This is what will bring us more business, rather than just barely trying to keep up with the business that we already have.”

Ness is confident his team can stand apart from competitors: “Commusoft is able to put us ahead of everybody else that’s doing something similar because of the communication aspect alone!”

Perfecting Customer Communication

Updating and supporting customers is impossible without the right support. That’s why Merit Facility Management uses automated notifications and messages to keep each customer in the loop.

Ness outlines,

“Commusoft is so efficient when it comes to communicating for us, whether it’s emails, notifications, text messages, or the Customer Portal.

Customers are able to access everything; they don’t need to call us with any questions. I make sure I’m calling to touch base with them, just to make sure that they’re doing well. Even if there’s nothing wrong. I talk to customers in-person or over the phone and make sure that relationship is still there and going strong because Commusoft does such a great job of communicating with them.

It’s so smooth and convenient, it’s like the business is on autopilot! Honestly, I could not call them and they’ll still be fine because they’re getting all the communication they need. They’re almost self-sufficient, you know?”

Commusoft’s Alerts and Notifications remove the need to manually update customers. Automated reminders and messages ensure customers have access to the information they need, meaning Ness and his team can tackle higher-value tasks!

Capturing Data With Custom Forms

Ness’s contractors need to gather and record valuable information while on-site: “Custom Forms have been a massive help when comes to covering ourselves. It’s something that has been a godsend!”

Ness explains,

“For kitchen pest control, the restaurants are required to be given a form after the service has been completed for compliance reasons.

We, as a company, have to provide the Pest Control Report to the restaurant as proof of what we did. I was able to create a Custom Form listing all the chemicals somebody could use, the option for them to input the quantity of chemicals, and the different types of pests that they could be targeting.

Our pest control company goes ahead and does their service. Afterwards, they complete the pest control form. The customer, in their Customer Portal, can access that form when requested by a Health Inspector at any given moment.”

Commusoft’s Custom Forms empower Merit contractors to digitally capture valuable information, fulfil safety requirements, and complete inspection checklists directly from the job site.

Seamless Dispatching With Job Descriptions and User Groups

Stress-free job booking is essential for Merit’s operations. Ness walked us through two Commusoft features that have transformed scheduling and directly supported the business’s growth.

“Another feature is the ability to create job descriptions that are ready behind the scenes instead of having to input it manually. My scheduling department don’t have to worry about what the notes and price should be. Everything populates automatically whenever they select that job description.

The drag-and-drop ability on the scheduling has been so easy. Rescheduling something is the easiest thing ever because they can do it in two seconds. They just drag something and drop it!”

Commusoft’s Job Descriptions allow Merit’s office team to set details, like pricing for each service type they offer.

Pivoting to User Groups,

“Another thing that has helped us tremendously has been User Groups. We’re starting to not only do work in San Antonio, but also Houston. We’re also starting to do work in Austin because the word is spreading!

Commusoft’s User Groups allowed me to be able to separate these vendors and subcontractors per city. I have User Groups set up as ‘East Texas’, ‘West Texas’, ‘Central’, etc. Now, whenever my scheduling department get a dispatch call from Houston, they make sure they select the user group ‘Houston’.

“This allows them to see all the technicians only in Houston. That way they’re not dispatching somebody from San Antonio to do work in Houston. Some Commusoft features might be small. But if they’re not there, you realize how big of a problem it could cause!”

He continues,

“So in Houston, let’s just say for plumbing, I might get six to 10 calls per month. With Commusoft, I’m able to find a subcontractor out there who wants to do the jobs. I’m able to dispatch them just for those calls in Houston, and I don’t have to turn work down. Commusoft allows me to be able to take any ticket that I need because it’s so easy to add subcontractors with a daily license!”

Commusoft’s User Groups feature ensures the best technician is selected for the task at hand. This removes much of the guesswork out of scheduling, meaning jobs can get booked faster!

Expanding with Commusoft

Growth was always in the cards. However, with Commusoft supporting the team, Merit Facility Management was able to accelerate their growth, while remaining in complete control.

Ness details,

“We wouldn’t have been able to expand as fast as we have without Commusoft. It’s allowed us to get a foothold in other cities without having to wait until we have a lot of business there.

Everything’s just very efficient and organized. We’re confident in being able to take on more customers. Commusoft allows our sales team to help grow us. Also, with any word-of-mouth business, we’re able to take jobs on and not turn them down because we’re confident in knowing that we have a system that can handle a lot of customers.”

He continues,

“We had the idea, the goal, the ambition, and the drive. We had the team. But without this platform, we wouldn’t have been able to be as convenient to our customers. We wouldn’t have been able to do what we do without Commusoft. I’m forever grateful, and we plan on continuing to grow.

One thing that we love about Commusoft is that you’re always trying to better yourselves just like we are. That’s one thing you do that no other company that I know of does: nobody does that. Everybody says, ‘This is our software, this is our platform. Take it or leave it. We’re not making any adjustments’, and they just collect money on it. The fact that Commusoft is always willing and wanting to adjust, that’s one thing we just love.”

Commusoft is always working to better our solutions. We listen to our clients when developing new features, and regularly release requested tools and functions that our client base has suggested.

Ness concludes,

“The growth that we’ve seen in this past year wouldn’t have happened without Commusoft. It’s been tremendous. I’m curious to see where we’re gonna be at two years from now, three years from now! Every step of the way we’re gonna be growing. It’s exciting to see!”

Ness Aguilar
Director

"I can't say nice enough things about Commusoft. It made us grow up and actually think about what we really want."

Voity Electrical has operated out of Rutland, Vermont since 2017. Mary-Rachel Voity manages the office while her husband, Matt, leads the electricians in the field. This team provides world-class residential and commercial electrical services. Mary-Rachel met with us to discuss how Commusoft revived their business and helped elevate their workflows.

Before Commusoft

Hard work and passion are two trademarks of Voity Electrical; but while they were working hard, they were drowning under the stress. Mary-Rachel remembers their past workflows:

“It just wasn’t working… there was no open communication. Everything was in Matt’s head. And if we were gonna make the move of hiring someone else, we needed to be able to have a system in place where we would be able to empower the crew leader with information.”

She continues, “It’s about working smarter, not harder… My heart was breaking that my husband was working so hard. He wasn’t able to be part of the family.” Voity Electrical needed to resuscitate their daily operations. Mary-Rachel set out to find a job management solution, and found Commusoft.

She walked us through her decision-making process,

“The most important thing for the crew was having the ability for the system to be offline and still connect when it got into service and still retain all the information. So it wouldn’t stop the workflow; one less thing for them to worry about. That really weeded out what we were looking at.”

Commusoft’s powerful field service engineer app works offline and syncs when a WiFi signal returns.

Growth is important to Voity Electrical, and helping clients grow is important to Commusoft. Mary-Rachel elaborates; “Commusoft allowed us to grow up as a company and allowed us to be able to move forward. I can see this software growing with us, or we’re going to be growing with the software. And that was huge.”

Training With Commusoft

Mary-Rachel describes Commusoft’s training and on-boarding process as “wicked easy”.

She continues,

“I’ve been in CRMs before; the logic of Commusoft was very easy for me to pick up. I was able to catch up really fast and it made me have to think about the things I should be doing. There was a great framework of being able to organise everything in a system. I don’t recall a process or procedure where I wasn’t able to have two different ways to solve it.”

Learn more about our training and onboarding process.

Revamped Daily Workflows

Commusoft’s flexibility and customisation made it easy for Voity Electrical to reinvent their workflows.

Mary-Rachel states,

“Commusoft allowed us to be able to change our process and procedures, because we didn’t know what we were doing. With the flow, who’s doing quotes, and just everything. The system allowed us to do and experiment different ways to do processes and be able to change on a dime”.

Commusoft is all-inclusive and flexible; we take the guesswork out of field service. With important processes standardised and organised, our clients can handle their operations with confidence. Voity Electrical doesn’t wonder what comes next anymore; they’re in control.

Currently, Voity Electrical operates with a “one to five” ratio of office staff to technicians. Mary-Rachel’s office schedule is optimised and efficient. She explains, “I’m able to get a routine in place because I have the reports. I’m posting payments, I’m making my deposit slip all in Commusoft and then I start uploading all the supplier’s invoices and putting it underneath the job numbers.”

She continues,

“Before this, when it was billing time, we were searching through papers, we were trying to pull this, ‘what was the time’? Just absolute craziness. Commusoft allowed us to have processes and procedures. We know we’re not missing any money. We’re not missing and forgetting about invoices. Because everything is a report. I go into my reporting and I see the jobs that are completed that need to be billed, the ones that need attention”.

Commusoft’s reporting software offers 40+ preconfigured reports, the ability to filter data, create custom resorts, and more.

Optimised Remote Operations

Voity Electrical electricians are thriving with their new mobile workflows: “The staff was very excited about the software and finding solutions and having it being so custom. The crew loves the Office Tasks. That’s their favourite one.”

Commusoft’s Office Tasks feature empowers engineers to make requests and tasks for office staff.

Mary-Rachel elaborates,

“With the remote teams, we did get laptops for them, and they also have their clock in and clock out within the system, which eliminated our payroll service because now everything is in Commusoft…Everything is in front of them.”

Commusoft strengthens working relationships and oversight between the office and field.

Commusoft’s timesheets feature automatically logs time spent traveling and at job sites.

She explains, “I’m on top of things…I get to track what’s going on with their time and make sure there isn’t any kind of craziness going on.”

Exceptional Customer Service

Kindness and great service was always at the core of Voity Electrical. With Commusoft, they were able to focus on their customer experiences.

Mary-Rachel states,

“Our customers are amazed that people actually call them back or answer the phone. But also the confirmations, cause we know when the technicians are gonna be there. Because everything’s customisable, we’re able to do some branding within the communication. With the customer journey, we can just bring them along”.

These efforts have paid off. Mary-Rachel was excited to share “12 months ago, our Google rating was a 3.0 and now today we’re a 3.8!” Voity Electrical is continuously improving; as of May 2023, they currently boast a 4.4 rating on Google!

Voity Electrical is Growing With Commusoft

Voity Electrical has hit the ground running and are excited to build on their success.

Mary-Rachel explains,

“We’re able to work on the business, not in the business…We’ve moved into a new warehouse space because we have the ability to track inventory. In the next five years, I would like to hire another office staff. I’ll be able to run three different crews with three different leaders, and be able to control all those things like prices and parts. We want to scan the parts when we start picking parts. And I want to have a part-time job for someone to pick parts. So then the crew can just focus on the job at hand”.

Voity Electrical found their confidence with Commusoft. Their system is organised, and they’re in full control of their growth.

Most importantly, with work details squared away, the Voitys have time to spend together as a family. Mary-Rachel was excited to share, “We get more family time. When I say ’Commusoft saved my marriage’, I’m really not kidding. We very rarely forget the details now that need to make the business run smoothly. We’re able to be proactive instead of reactive.”

She concludes, “In hindsight, we still would make our choice again. Commusoft allows us to streamline everything and make us more meaty instead of fat.”

Voity Electrical is clearly going to electrify the industry, and will continue to thrill more and more customers; there’s no looking back.

Mary-Rachel Voity
Office Manager