Jonas eService Improves Customer Satisfaction, Drives New Name Sales and Increases Dispatcher Productivity
Executive Summary
A Jonas client since 2002, Applied Mechanical Systems responded to a clear demand from its customers for online access to work orders by extending its Jonas system online. Since launching e-Service in July 2005, more than 100 Applied Mechanical’s customers have experienced the benefits of online customer self-service. As a result, Applied Mechanical has established a market leadership position further positioning itself for higher customer retention and increased growth.
Customer Profile
Applied Mechanical Systems (AMS) has been providing a broad range of HVAC and plumbing services to its growing base of commercial, industrial and institutional clients since 1974. Today, AMS serves customers across Ohio, Kentucky, West Virginia and Indiana. AMS’s customer philosophy has long focused on “Building Relationships and Maintaining Trust”, as shown through their dedicated base of over 90% repeat customers. AMS is a full-service mechanical contractor, providing services ranging from repair and preventative maintenance programs to design & build contract services, system upgrades and project planning. In addition to its commercial clients, AMS services a variety of government organizations, schools, non-profit organizations and health care providers.
Business Challenge
Applied Mechanical first implemented the Jonas system in May 2002 with accounting, payroll, time & attendance, executive dashboard, job costing, service management, dispatch board and inventory modules. At the time, AMS was looking for a reliable provider with leading-edge solutions and a strong support team.
“We upgraded to the Jonas system because it provided our business with the most comprehensive and flexible software solution. What made our decision even easier was innovative features like dispatch board which enabled us to modernize our service department. The potential for developing online functionalities through e-Service was an added-benefit and with Jonas, we found a professional partner that was willing to help build a market-leading web platform,” says Richard Geyer, Treasurer & CFO.
E-Service Solution: “It was something we knew we had to do.”
Sensing from customers that the need for online access to work order information was becoming a reality, Applied Mechanical contacted Jonas in February 2005 to set in motion the development of a customer web portal. “It was something we knew we had to do. Customers requested it and wanted it, and none of our competitors were even thinking about it. AMS has always prided itself on being ahead of the market, and we wanted to be the first to respond to our customers’ needs,” explains Richard. After some initial planning and discussions, AMS worked with Jonas to develop the e-Service module and by July of that year, the solution had been successfully installed and deployed.
Customer response to the new module has been overwhelmingly positive. Today, e-Service boasts more than 100 regular users, including such major accounts as Coca-Cola, Dole Fresh Vegetables, Timbertech, Direct Buy and the City of Centerville in Ohio, among others.
Benefits for Applied Mechanical
With the help of e-Service, Applied Mechanical has vaulted to a clear-cut market leadership position in its Midwestern market. Expressing satisfaction in his decision, Richard says, “We have become further entrenched in our market since implementing e-Service as we have kept virtually all of our existing customers while attracting many new customers. We were able to grow our customer base by more than 10% in our first year with e-Service while our competitors stood pat or regressed.” The sales staff at AMS has given the Jonas e-Service solution an AAA rating as e-Service has given them a decided edge over their competition when selling service projects and maintenance.
E-Service’s work order history views have made AMS’s existing customer base more loyal to the continued use of the company’s services versus its competitors. Richard adds, “They value the ability to log in, setup a work order, and review their account for past repairs and maintenance. This gives them the opportunity to determine if it is worth the cost of additional repairs or to see if it’s time to replace the system.”
Through e-Service, Applied Mechanical has also realized significant operational efficiencies for its dispatchers. While calls logged by telephone used to take approximately 3-5 minutes to receive and enter information into the Jonas Work Order module, e-Service has allowed work orders to be logged almost instantly by customers online.
Looking Forward
With the Jonas Software for Life program, Richard is secure in the knowledge that AMS will be kept up to date with the latest functionalities and updates. Going forward, Richard looks to Jonas’ innovative and constantly evolving technologies as tools to help AMS grow and streamline its business. With work already under way on new document imaging capabilities with Jonas as well as a plethora of new functionalities in e-Service, Richard is, “looking forward to a long relationship with Jonas and a steady stream of new and innovative ideas that put Applied Mechanical ahead of its competitors.”