Premier Elevator opened its doors in 1992 with one goal: offering quality service at an exceptional value. To separate from their competition, Premier Elevator knew that they needed to target what really mattered: customer service. With their knowledgeable managers and technicians focused on delivering 100% customer satisfaction each and every time, Premier Elevator was able to successfully scale their business over the last 25 years. Since it’s inception, the company has expanded to include not only Metro Atlanta and the surrounding areas, but also Central and South Florida, North Carolina, South Carolina, and Tennessee.

Candy Reeves started with Premier Elevator seven years ago in 2010 as Office Administrator. With her varied background in finance, systems development, and business management, one of Candy’s responsibility has been leading and growing the the technology initiatives at Premier Elevator Co. and facilitating the company’s goal of utilizing its resources to its maximum potential, while maintaining its commitment to customer service.

The challenge

As the company continued to grow, one major frustration felt by the office and field, was the difficulty in capturing all the information needed from a customer on-site. For the technicians, it was cumbersome to document the problem, resolution, capture the signature, and get that information to the office in a timely fashion. This meant that information was sometimes lost and communication dropped from the field back to the office.

Realizing this, one of the major projects undertaken by Premier Elevator’s staff was moving Premier from its paper ticket system to a more modern paperless solution. After a trial period, it became abundantly clear, that ESS’s Mobile Service was the best solution to their problem.

Mobile Service = Great customer service

After a full training session with the on-site and office staff, Mobile Service was implemented at Premier Elevator. Right away, they began to see some immediate positive changes due to the field management app. By using the GPS Tracking feature, Premier’s dispatch team was able to see the closest technicians to entrapment situations. With a click of mouse, the dispatch team was able to dispatch the closest technician, thereby improving their emergency response times greatly. This ability to defuse an anxious situation quickly has lead to an increased trust in Premier’s service and helped them with their customer retention initiative.

By integrating Mobile Service with their current Accounting system, their office was able to receive and process real-time invoices from the field. Documentation and customer signatures can be taken from the customer on site and sent directly to the office and customer, closing the loop on every service job quickly.

Positive changes for the office

The timesheet feature is a favorite with Premier as it has increased the efficiency of the payroll process. The weekly timesheet submittal is just an email from the technician, meaning that they can monitor their time input daily, at the end of the week, and easily hit submit —no more lost or late timesheets! By having Mobile Service and Mobile Office Manager, Premier Elevator was able to put systems in place that make life easier for their technicians. Their technicians were able to spend more time on the work they were hired for, and at the same time, the office had less paperwork to key in. Real time data has given Premier Elevator the opportunity to grow in size without losing their focus on customer success.

Expert Service Solutions, like Premier Elevator, is a company built on customer service and built on the principle of delivering quality service at a great value.

With Mobile Office Manager, Candy says that “We have always gotten the best in customer service from ESS from the trial through installation/implementation to now. We get immediate service and attention to each issue we have and problems are resolved for the most part in the same day.”

We are so grateful to be chosen as the ERP provider for Premier Elevator Co. and hope we can continue to support them in their quest to delivering top-notch customer service.