Driving Service to the Next Level

As a company, we’re always looking for ways to stand apart from the competition. Whether it’s a cutting-edge design created by our engineering team, a streamlined process implemented in the shop, or a new tool that improves productivity in the field – Western Allied is continually focused on innovation. Our Service Department is no different, as we recently rolled out a new operating system that has taken our team to the next level.

When we partnered with ServiceTrade about a year ago, and ultimately launched the platform in May 2021, our goal was to conduct business better, faster, and more efficiently, all while continuing to deliver the supreme customer service that our clients have come to know and expect. We’re proud to say that we’ve accomplished that and more.

Here are some of the ways that ServiceTrade has elevated us to the top of our game:

  • Real-time information shared by all

Our office staff, field technicians, and clients all have access to the same up-to-date information, providing a fast and consistent means for communicating job status, sharing location and asset data, and reporting deficiencies identified in the field. Pictures and videos uploaded to the system help to clearly convey the scope performed.

  • Extensive data collection for business analytics reporting

A wide range of information that’s gathered and stored is available at our fingertips, allowing us to obtain key insight into our business. We’re able to easily track everything from financials to operational efficiency metrics. We can use this data to generate clear, easy-to-read tables and charts that help us make more informed decisions and identify issues early on.

  • Customer portal

Through the click of a mouse, our clients can access valuable information related to their building’s HVAC system, such as service history, open invoices, pending repair proposals, and scheduled service visits. They can access this info with ease, allowing them to run their business more efficiently without having to request the reports from our team, saving substantial time for both parties.

  • Streamlined communication

Information is stored and communicated through a single platform, simplifying the process and reducing the potential for things to get overlooked. Our account managers, dispatch team, and technicians all communicate job information through the ServiceTrade program, helping to ensure all parties are clear on expectations and status. Clients can review and approve proposals through the system, eliminating the need to print, sign, scan, and email docs.

  • Inventory tracking

At any time, we have the ability to view current inventory for key parts and consumables throughout the department and on each individual truck. This helps us ensure that we always have a sufficient supply and can quickly identify where it’s located should we have an urgent need for it. If Joe is on a service call in Sunnyvale at the end of the day and needs some R-22 refrigerant, we can find the nearest service van with the quantity that he needs. It’s then transferred from truck to truck and applied to the job, so we can track inventory in real time.

  • Asset history and life-cycle cost

Service call, maintenance, and repair history is tracked at the asset level, allowing us and our clients to easily identify equipment with higher operating costs that may be a prime candidate for replacement.

We are only just beginning to explore the vast opportunities that ServiceTrade provides, and we’re already seeing a significant improvement in how we operate as a team. We will continue to focus on innovative ways of advancing our Service business, utilizing technology to streamline operations and enhance customer service.