From Chats and Spreadsheets to Planado: The Okna-Service Case Study

What prompted the search for a solution

As the company grew, jobs were still being assigned in a group chat. But with more orders and more employees, this setup stopped coping. The number of site visits reached 600 a month, and assigning jobs by hand took more and more time.

As a result:

• Jobs started getting lost: the company learned about a missed visit only after an unhappy customer called.
• It was unclear who was working on a job, at what stage it was, and what had already been done.
• There were no clear statistics: it was impossible to assess workload and performance, there was no data to analyze, and work was distributed unevenly.
• Nobody knew which employee was free, who was closest to the site and when they could take the job.

What it looked like

The problems this caused

• Lost jobs: some customers did not get the service on time or were left without attention altogether.
• Opaque processes: the manager did not know what stage each job was at.
• Scheduling difficulties: employees took jobs on opposite sides of the city and spent a lot of time on the road.
• Service errors: installers arrived on site without the right materials because they did not know the measurements had already been taken.
• No quality control: there was no information about how long the work took, the quality of service or customer satisfaction.
• No analytics: it was impossible to understand why some customers never moved from measurement to installation.

How Planado helped

• Bitrix24 integration: an integration with the Bitrix24 CRM was set up, so jobs are now loaded into Planado automatically. All the manager has to do is pick the nearest available employee on the map.
• Operators see the status of every job in real time.
• Automatic SMS notifications for customers: customers used to call the office to ask when the technician would arrive, and managers wasted time finding that out from employees. Now, when an employee marks in the app that they are on their way, Planado automatically sends the customer an SMS with the arrival time. This greatly reduced the number of calls and sped up communication.
• Field workers mark the stages of the work in the mobile app.
• The manager gets reports: how many jobs were completed, who worked how much and where delays occurred.
• Routes are planned efficiently: less time on the road, more completed orders.
• Customers get faster, better service, and the share of measurements that turn into installations has grown.
• The entire history of work with a customer is saved, so processes can be analyzed and improved.

Results

• +35% completed installations
• +6.8 pp in measurement-to-installation conversion (from 20% to 26.8%)
• Time to process a request and schedule a visit cut from several hours to 10 minutes.
• Lost jobs reduced to zero.
• Better quality control: photo reports, checklists, customer feedback and transparent job statistics.
• Higher customer satisfaction.
• Measurers and installers said their work became more convenient.

Planado took Okna-Service to a new level of managing field workers and jobs. With automated processes, the Bitrix24 integration and transparent analytics, the company not only became more efficient but also improved the quality of its customer service. Every stage of the work is now transparent, jobs do not get lost, and employees can focus on getting the work done. If you also want to get rid of chaos in chats, stop losing jobs and grow your revenue, try Planado in action!

Book a free demo and see how easy it can be to manage field workers and jobs.