The pandemic has caused us to evaluate our existing processes and revisit assumptions about how we get things done. The ongoing need to adapt quickly to changing markets and economic conditions is compelling operators to develop strategies that increase productivity while proactively managing costs. Rising energy and commodity costs, unanticipated supply shortages and an uncompromising labour market are weakening competitive advantage and squeezing profit margins. Being successful today with accelerating customer demands for experience received and value delivered requires a persistent effort to be functionally excellent.
Unfortunately, many companies aren’t able to respond to the market as quickly as they would like because they’re bogged down with manual processes and legacy applications. The situation is even more challenging in small businesses overwhelmed with day-to-day activities and thin operating margins. It’s hard to simplify operational processes and resolve inefficiencies that have been built up over time. When operational processes are manually driven, there’s almost always a significant waste of resources. In 2012, consulting firm McKinsey reported that employees spend approximately 10 hours a week searching for and gathering information. That means, if five people are working in a location, one is MIA looking for answers and not contributing value.
How to Do More with Less, Faster
Businesses seeking to streamline operations and deliver more value with fewer resources are turning to business process automation, aka, Enterprise Resource Planning. ERP software represents a central repository for the information that is captured in daily business operations. Information that is spread across the organization in disparate systems, email and spreadsheets is accessible from one location. ERPs activate smoother workflows by allowing support staff to access accurate real-time information and service history, which strengthens customer loyalty. According to the Aberdeen Group, companies with access to real-time information about their day-to-day activities reduce operational costs by as much as 23%.
Process Improvement starts by evaluating everyday operating procedures and order workflows to identify areas of improvement. Ideal solutions focus on eliminating paper-based processes causing bottlenecks and creating costly delays. Expected outcomes vary by organization and range from automating monthly billing to implementing a smoother onboarding process. A digitally enabled work environment simplifies document management and increases productivity by streamlining the production process and proactively correcting errors. By automating redundant tasks, service delivery teams are freed up to focus on job activities that bring value to customers.
Until recently, Business Process Management software was priced out of the reach of many small business who were locked out by high upfront costs, time-to-value and payback periods. With the introduction of affordable cloud computing options, owners can subscribe to month-to-month agreements instead of purchasing all-inclusive package contracts. Costs are affordable for small business and come with greater storage capacity and enhanced security features. Companies running independently owned software need to invest in expensive security upgrades to protect their data.
Investing for the Future
The operational needs of fleet customers demand real-time responsiveness and data transparency. An uncertain in a fast-changing environment necessitates swift and informed decision-making. A good service provider simplifies the service delivery process and represents a source of sustainable business value. When K.I.D. Truck & Trailer Service decided to digitize their business operation, we were fortunate to receive a referral to the Number One Heavy-Duty shop management company, Fullbay (www.fullbay.com). Their cloud-based software is purpose-built to support a completely electronic service experience in commercial vehicle repair facilities.
In a busy truck repair operation, if we’re not capturing information the moment it’s produced, there’s a risk it may get lost in the shuffle. With Fullbay, data is captured at the source, as it flows digitally so nothing is missed. The web-enabled customer portal is accessible from any connected device, even by the side of the road. Vehicle operators can enter details of service requests online ensuring 100% message transfer to the assigned technician. Seamless communication exchanges occur where estimates are sent digitally, with authorizations and approvals happening faster so people are not waiting around for answers. Customers track the status of their repair progress in real-time and know when they can expect their truck back in service.
Fullbay serves to get rid of scraps of paper and promote better technician efficiency. Real-time information and actionable insight result in better deployment of existing resources. Team members are notified electronically as tasks are assigned without need to manually schedule follow-up to ensure forward progress. The system is set-up to remove human error, as much as possible, from the service delivery process. Backup documentation is available at your fingertips. Service history including customer invoices, unit detail, inspection reports and preventative maintenance schedules are contained in one convenient location from the Fullbay customer portal.
At K.I.D. Truck & Trailer Service, valuing our customers’ time is the best demonstration of being a good business operator. Fullbay software is our commitment to quality repair service and functionally excellent customer support. We appreciate the opportunity to more efficiently service your fleets in the future. Our best wishes for a happy and healthy summer enjoying the benefits of an open economy.
Photo Credit: iStock
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