Effortlessly Manage Your Dropbox Invoice for Customer Service

Dropbox invoice for Customer Service

In 1952, Brandt started as a small service company. Today, we are the largest mechanical electrical plumbing contractor in the State of Texas, across five offices and over 2,000 employees. We are dealing with customers that are higher ed, hospitals, and mission-critical data centers. Our customers truly depend on us to create the environment where work can happen, where learning can happen, where healing can happen. Brandt service is gonna get a phone call from a customer when they are in a bind – their equipment is down. So we'll send a service technician out there to be the hero and get that up and going. Communication to the office is our largest challenge for our field technicians. Our technicians at one time had fax machines and scanners in their vans. Technicians were spending hours in their truck filling out their paperwork. The customer would often notice, and they weren't necessarily willing to pay for that inefficiency. Not only were we not efficient on the customers that we had; we weren't able to get to the customers who were calling. The paperwork process was really crippling our business. We started with an FTP solution, and that was unreliable. Technicians were e-mailing these job folders into a group e-mail box, and then service coordinators were having to comb through all the paperwork. We couldn't get things to sync right, and we were looking at anywhere from two to four weeks before a customer received an invoice. We just needed something that worked, and the solution we found was Dropbox Business. A customer calls in, that work order is put into a technician's Dropbox folder. They're able to take pictures of leaks or problems with equipment. We were able to work with Dell to get touch screen devices on the field and capture customer signatures on the tablet. All they have to do is send it back to the offices, click save, and then the service coordinator can open up their Dropbox folder and see all those changes they've made. It's really easy for them to approve it anywhere. It's really great because everything's in one location; we can see who changes it. Once we made it to Dropbox Business, communication was better, everything was faster The customer is able to get billed within 24 hours. It was really important for us to be able to measure the results when we implemented this solution. We're saving 15 minutes per service call. So when you're looking at 120 technicians in the field and about two service calls a day, it translates to about $400,000 dollars a year in savings. With Dropbox, we will achieve over 300 percent ROI in the third year. This number is staggering to what we thought was possible. Our IT department has been able to completely reduce their support to our technicians and the paperwork process in general. This solution is allowing them to spend more time doing what they love doing, which is helping the customer and getting their equipment back up and running. The results that we are driving to the bottom line were unforeseeable when we began this process. This kind of agility is the only way we can compete in an industry that has this much going on in the way of technology, and Dropbox is giving us that agility.