Industry
Home Services
Company HQ
Massachusetts
Number of Employees
25-50 employees
Client Since
2021
When a 20-year-old HVAC, electrical, and plumbing contractor experienced rapid growth – just as the industry was moving in a paper-free direction – their tech needed a speedy update.
“We had a few customer service representatives (CSRs) that needed to answer the phones, and a lot of infrastructure,” G, the owner, recalled. “And at the time it was just whatever we purchased at Best Buy. We needed a lot of help… All of a sudden, we had 15 computers in the office and all these phones and everything else, and nothing worked.”
Like a lot of small business owners, G was building a company from an in-home business to a sizable enterprise, and learning as he went. Additionally, his employees were not hired because of their tech savvy, and unsustainable user habits (like taking company iPads home for personal use) were causing issues across the system.
The challenge
Scaling a small, in-home business to multiple commercial locations
This HVAC company had up to three offices in different locations at one point, sometimes hiring five or six new employees in the span of a couple weeks, and the owner was soon in over his head: “When you’re running a business you’re already wearing seven or eight or maybe even 25 hats and the last thing you need is everyone pulling you out of the office every time the computer gives you a pop-up box you’re not expecting.”
At the same time, the industry was rapidly dropping paper invoices and billing by mail in favor of online billing and tablets at every service visit. Customers were coming to expect appointment notifications, email communication, online scheduling, and pictures of their service.
“Once you start to use modern software and services, you leave your competitors in the dust.”
It was an opportunity G didn’t want to leave on the table, but the company wasn’t equipped with the right comprehensive IT support. And, importantly, as the company grew, it became more susceptible to a data breach and needed IT risk management support. While they hadn’t had any security issues to date, “it was only a matter of time, it was just a matter of when,” G said, even citing another local business that had been hacked due to their poor cybersecurity, costing them tens of thousands of dollars to remedy.
The goals
Create IT systems that could handle rapid business growth
The previous approach to buying hardware and software piecemeal meant the company kept running into issues. He sought out a strategic IT management partner to come in and revamp their whole setup. “We had another IT company that was helping us, but they weren’t really interested in being proactive and getting everything right,” he says of this time. “They were just kind of the guy you called when you had a problem.”
G wanted to close any gaps in their growing network, and didn’t want to have to keep replacing equipment every few years as the business expanded.
The solution
Partner with an expert local IT management and strategy team
We developed a comprehensive written plan for the team to review, which carefully outlined the step-by-step process for setting up the new systems. This plan detailed the order of operations, ensuring that the installation would be as efficient as possible and could be phased according to budget.
We decided on an approach that required the complete removal of all existing hardware. In its place, we invested in high-quality, enterprise-grade equipment, chosen specifically to support future scalability and the growing needs of the business.
As data security for home maintenance companies is crucial, we conducted an evaluation of both data and device security. Our planning included robust systems designed to safeguard sensitive business information as well as customer data, ensuring long-term protection against potential threats and breaches.
The process
Start from scratch and implement scalable, easy-to-use tech
We worked with each staff member individually to ensure they knew how to use their new hardware, like headsets and phone systems. We also created training modules to get staff up to speed on new software we’d implemented, like SharePoint and Microsoft 365.
We also put modern IT infrastructure and backup systems into place to ensure minimal downtime in the event of an issue. Our constant monitoring of the new system meant we are able to flag any suspicious activity, like an unknown user logging on during a holiday weekend.
The outcome
Flexible systems that just work
All staff were upgraded to laptops, allowing them the option to work from anywhere. “Previously, we were just buying desktops, but it set us all up with these docking stations,” G recalls.
“Now, if employees have to work from home for any reason, they can bring their computer. Everything works, no matter where you plug it in.”
We helped them move onto a phone system that could integrate with their CRM and created a management system of iPads used in the field to protect them from user error and bad habits (like downloading unsafe software).
We also set up accounts with specific permissions to give the right staff members access to the right data, ensuring sensitive information is kept private. To further emphasize data security, we regularly send dummy phishing emails, and retrain employees who take the bait.
The results
The impact of Davin Tech Group’s Partnership
“It’s comforting to know that you’ve got a team, even if you forget that they’re there, watching over,” G explains. “They’re great people, all of them, every one of their employees have been fantastic, very personable, very polite. They do their job well.”
After partnering with Davin Tech Group, this HVAC company was able to achieve:
- Flexible working options for employees
- Increased data security and peace of mind
- Elevated customer experience thanks to reliable online billing
- Integration between phone systems and CRM
We’re glad to have been able to support this local company and help them get set up to scale through many more years of growth.
