Case Study: ACCM

Pam Kruger runs ACCM, an HVAC (Heating, Ventilation, and Air Conditioning) business serving commercial and residential across Gauteng. ACCM is a fast growing HVAC business with offices in Pretoria, South Africa.

Pam started her HVAC career at 18 as a receptionist and quickly rose through the ranks to office manager. When the owner retired she got together with Shaun Botha to branch out on their own. Working from an office in her garden they grew their business to 16 people and run a thriving business providing HVAC (Heating, Ventilation, and Air Conditioning) services to leading brands - alongside people in their homes.

In the beginning operations were chaotic. An excel job book captured and managed all the jobs. Manually managing multiple tabs, complex drop downs and duplicated fields was labour intensive - and full of the risk of missing something. Pam was re-typing information across job capture, job cards and invoices. Every day was a run around trying to put the pieces of the puzzle together to work out what was going on and how to keep momentum going.

As the business grew and Pam delegated the role to an administrator she lost control of the process and had to trust someone else would give the same level of scrutiny to the systems she’d set up. She realised that if things were falling through the cracks with her in control - the risk of things falling through the cracks was even greater now she didn’t have control.

Pam reflects on the time it took to try and stay in control of the information and manage the manual and paper systems she’d built. It all took time. Time she and the team could have been spending on keeping up with the demand her business was attracting.

Pam knew that as technology enabled her customers to tap into her competitors faster - she needed to find a way to get quality quotes out faster to win more work.

Pam needed a job card management system to put her in control and save time so she could work more on the business - and not in the business.

Pam first thought about digitising her job cards with job card management system from a Facebook advert. She started looking around for job management software - initially looking at a wide range of job management software providers. After trying something else that didn’t work out as promised - she came across ServCraft.

ServCraft’s local South African team reached out and showed her a demo that ticked all her boxes for managing an HVAC (Heating, Ventilation, and Air Conditioning) business.

Pam loved the fact that the local team understood what it was like running a HVAC (Heating, Ventilation, and Air Conditioning) business in South Africa - and were so committed to helping improve her HVAC (Heating, Ventilation, and Air Conditioning) operation.

ServCraft worked with Pam and her team to design the job card and ServCraft that worked for her and her business. ServCraft listened deeply to Pam’s suggestions and used them to build features that all ServCraft HVAC (Heating, Ventilation, and Air Conditioning) customers could benefit from.

ServCraft’s people and their passion to help her with the change made a big difference to the impact ServCraft was able to make.

Pam and her team were contacted by a ServCraft expert who took the time to understand the specific problems and processes in the HVAC (Heating, Ventilation, and Air Conditioning) installation business - as well as the experience Pam wanted her customers to have.

From there they sat together and designed a ServCraft that worked for them. There wasn’t too much adaptation needed.

It didn’t stop there. ServCraft’s Implementation Coach collaborated with ACCM’s team to design, plan and implement ServCraft across the business. This involved training the teams, testing the processes, and making sure they got the results they needed. Pam chose a date and went live.

ServCraft’s local team is in touch regularly with Pam - taking on new ideas, responding to questions, sharing how new features could help and providing training to Pam’s growing team.

Pam felt the impact of ServCraft’s job card management system as soon as she switched it on across ACCM.

Pam now has all the information she needs to run the business at her fingertips - whilst having complete control and visibility of the day to day operations. Instead of looking for files manually it’s all there - and accessible with the click of a button.

ServCraft’s scheduling feature and jobs list has transformed her control of her teams. Planning and managing what her teams are doing from one place is powerful and gives her complete control of her operations so she can optimise routes and manage risks before they turn into issues. The team is so much more productive with ServCraft.

Customers love signing off on the tablet and getting job cards and reports with details of the work that was done. It really helps us show them the value we add - and gives us a wow experience. The automatic feedback function helps us stay on top of what customers really experience - so we can celebrate success or manage issues.

Now Pam wins work faster - and gets paid faster. Quotes and invoices go out as soon as the job is signed off on ServCraft - she doesn't have to wait for the job card to come back to the office. Pam uses ServCraft to manage regular follow ups on quotes and invoices as well as automating follow ups on service and maintenance work after an installation. Customers now get a proactive service (that generates revenue for ACCM) vs the unit breaking down because it wasn’t maintained properly.

ServCraft is helping ACCM grow from strength to strength.