Heavenly Cool Appliance Repair Testimonial

"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 organize 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, fulfill 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

"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 40 years since 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 technicians 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 technician 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 technicians do it from site. Not only do invoices not get missed, but the technician 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 calendar. If it’s a call-out for that day, which happens very often, it will appear in real time in the technician’s schedule. The technician 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 technician can then invoice and it will automatically send off the after-care email asking for a review. It’s all made very technician friendly and very easy to use. The communication between the office and technician is instant.”

Would You Recommend Commusoft to Other People?

“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

"This software is enabling our day-to-day processes to run smoothly… we’ve been able to leap forward instead of taking one step at a time."

The Register of Tradeswomen, established in March 2021, was founded with the mission of making field service more accessible to, and safe for all tradeswomen. Founder and tradeswoman, Hattie Hasan MBE, sat down with us to discuss the impact of Commusoft’s Customer Journey plan on her rapidly-expanding organization.

The Register Before Commusoft

Hattie has always valued customer service, and set out to assure that her customers would always have a positive experience. She explains,

“Before I was a tradeswoman and I was just a customer, I was very dissatisfied with the kind of service I was getting, I couldn’t believe that people wouldn’t ring me back. I couldn’t believe that people wouldn’t turn up. I couldn’t believe the mess they left when they came into the house. So when I decided to become a tradeswoman myself, I was determined that that wouldn’t be the experience a customer would have”. 

But providing unrivaled service is a difficult task without support from a job management software.

Originally, Hattie and her team used a cluttered and disjointed system, but quickly realized it wouldn’t be enough to support the demands of her growing business. She states, “Before we had this amazing Commusoft software, we were working purely off spreadsheets that were massive and really unwieldy”. This kind of record-keeping meant that important information was falling through the cracks, impacting her team, and interrupting the register’s progress.

Since Implementing Commusoft

Quickly, the team shifted to Commusoft, where customer and company records are securely stored and are easily accessible in real-time! Hattie’s team was able to innovate their daily operations, save admin time, and forget about spreadsheets. She details,

“When we were introduced to Commusoft, it saved us hours and hours and hours of time. We’ve been able to get rid of our paper diary, our phone book, everything really paper-wise and it’s just made life so much quicker”.

Commusoft’s reporting tools and real-time updates allow admin teams and technicians to adjust whenever unexpected delays or cancellations occur. With Commusoft, technicians can be kept accountable with job leave questions, such as a requirement to clean up the work site before leaving.

Commusoft’s inclusive reporting features keep the team on track. Hattie elaborates,

“I can just log in, have a look on the reporting pane and I can see how many jobs we’ve got going on at any one time and how many have been completed. And that tells us how well our business is doing. That’s a really brilliant thing”.

With real-time information on job and technician statuses, what’s going on across your business is never a mystery.

Stress-Free Booking With Intelligent Scheduling

Commusoft’s job scheduling software is a favorite of The Register of Tradeswomen. Hattie told us,

“I love the idea of opening up the map and saying ‘actually, we know that technician A is quite close to that job, we can probably allocate that job straight away’ and she might go that afternoon, which is really brilliant for the customer. We’ll know immediately which technician to send the notification to. She taps on that notification and gets all the information she needs”.

Intelligent Scheduling, available on our Customer Journey plan, suggests appointments based on your technician’s unique schedules, skills, and drive times, saving your admin team valuable time and offering unrivaled efficiency.

With Commusoft, Hattie and her admin team can see where all of the register’s technicians are on the live map. “So you go on the map, and you zoom it out, and it’s really exciting to see our technicians here, there, wherever they are. It’s so seamless and it’s in real time. That’s a really brilliant thing. We don’t have to keep on updating it to get what’s happening in real-time”. With real-time information incorporated by Commusoft, Hattie and her team can easily stay on top of all their jobs and technicians.

Peace of Mind With Real-Time Technician Tracking

Through Commusoft, Hattie found a way to protect her tradeswomen when in the field. She elaborates,

“Each tradeswoman has the app, and as she enters the property, she can then inform the customer she’s arrived, which informs us, starting a clock”. Letting customers know that she’s informing the office where she is “immediately acts as a safeguard… if anyone was thinking of being a little bit dodgy, then maybe they would change their mind”.

Protecting employees while they’re in the field is important for any field service business. Hattie’s team always knows exactly where each tradeswoman is, and how long they’ve been at each job site thanks to the field service mobile app, keeping everyone accountable and safe.

The Register of Tradeswomen Continues to Grow With Commusoft

For anyone questioning if Commusoft’s job management software is right for their field service business, take Hattie’s word for it:

“It’s a really easy software to use…If it wasn’t easy, then I wouldn’t do it! I didn’t realize how easy it was going to be until we started using it. And as soon as we started using it, it just got easier and easier”.

The Register of Tradeswomen has big goals: “we want to build a little tradeswomen world where we can propagate our own tradeswomen…we want to build this whole ecosystem that changes the world”. With Commusoft supporting her team 24/7, Hattie can continue to further expand her game-changing organization and outreach with confidence.

Hattie Hasan MBE
Founder