Customer catchup with Brant Elevator

Brant Elevator’s Jason Federico credits having “good customer service” as the company’s key to success in the elevator industry. Putting customers first comes naturally to Jason, who has been in the field for over a decade. They are “customer driven” and list “safety and satisfaction” as their top priorities. Although they have just a few full-time employees, they offer 24/7 on-call service with fast response times for their customers in the Southwestern Ontario region.

Brant Elevator, a family-owned and operated-business run by second-generation mechanics, first began 4 years ago with Jason as President. We spoke to Jason recently to learn more about why they decided to choose ESS, how MOM and Mobile Service have improved their business and their goals for the future.

Manual tracking

“It’s really hard to keep track of maintenance details manually,” Jason shared. As the small business continued to expand its clients and projects, it became more difficult to keep on top of service reports and billing for hours spent in the field on job sites. Customers were looking for breakdowns outlining what maintenance was being done and when. Jason had previously relied on a combination of manual paperwork and a different mobile app service to assist him, but it wasn’t keeping up with his or his customers’ needs. He knew that if he wanted to grow Brant Elevator’s field business and gain more clients. He needed a solution to keep himself and the business organized to maintain that superior level of customer service.

Staying Organized

Earlier this year and after some searching, Jason discovered Expert Service Solutions and our ERP (MOM) and Mobile App. After signing up with ESS, training and implementation went smoothly for Jason and the field members, as it was easy to learn and adapt to.

Right away, Jason saw return value in the Customers module in MOM. It was a way to stay organized with customer service history as it tracked tickets and work orders As well as scheduling dates and status of service. Now the team had everything it needed to deliver those detailed customer reports. Plus, the Mobile App helped keep track of real-time data on the job sites. And gave the technicians flexibility to stay better connected to customers and the office when they were in the field. With this new system in place, Brant Elevator no longer has to manually keep track of services. It has become more organized, and is ultimately much more efficient.

Bonus features

Brant Elevator quickly discovered that MOM offered features they didn’t even know they needed. “The quoting part – the estimates – is really nice,” Jason explained. “I do use that a lot for new installations and modernizations. That makes it must quicker than me writing it down on paper and doing the math myself. I use that feature quite a bit.”

The estimates feature is part of the Sales module. Within it, the estimate tools allow you to budget for materials, labour, and other expenses, so you can ensure your bids are accurate. Entering all the data into estimates significantly cuts down on the manual data entry and the abundance of paperwork that comes with new projects.

Jason also shared that monitoring sales with Mobile Officer Manager gives him better insights, so they know what periods of the year or projects require additional field workers. That way they can schedule and manage with ease while still offering top customer service. This one-stop shop of data has been essential for business management and planning.

Thank you to Jason for sharing how ESS has made a positive impact on Brant Elevator.

Considering ESS for your small business? See how our elevator management software can work for you!