REVIEWER: Michael McHugh, senior vice president for HydroWorx.
BACKGROUND: Since 1995, HydroWorx has specialized in designing, manufacturing and marketing the worlds finest water therapy and conditioning equipment for the home, sports, health care, elder care and fitness markets. The company has sold products in 50 states and nine countries. Its customers are the elite of the elite: Texas Longhorns, Navy Seals, Pittsburgh Steelers, Frazier Rehabilitation Institute, San Antonio Spurs, Franciscan Childrens Hospital, Manchester United, Nike, Stanford University, Athletes Performance Institute, Notre Dame and Chelsea FC.
PLATFORMS: BlueFolders BlueService is a Web-based service hosted in a data center backed by more than 99 percent network availability and 24x7 support, security and monitoring.
PROBLEM SOLVED: Clients depend on our pools, so its essential for us to keep them running smoothly. Our technicians install and service the pools, which keeps them in the field for significant periods of time. Before BlueService, technicians didnt have access to customer and service-call details while on the road. When they needed information or anything changed regarding a client, they called the office or the director of service would call reps with updates. Likewise, it was difficult for the service and sales teams to find details about maintenance contracts quickly.
PRODUCT FUNCTIONALITY: The director of service and her team use BlueService to track all service calls and to schedule installs and service appointments. At any time, they can see a technicians current assignment and know whos available to address a service issue. They also know the customers complete service history and any technicians that visited the site in the past. As they make changes to the schedule, technicians automatically receive email and text-message alerts on their phones. When technicians prepare to visit customers, they always have access to the most current data about a particular customer in BlueService at their fingertips. We tap BlueService for reports on other customers in an area where someone is traveling, allowing them to plan visits to check in on customers.
STRENGTHS: BlueService not only supports customer service, but sales as well. Now, whether theyre in the office or on the road, all our technicians can see if a customer is still under warranty or extended service. Sales reps know whether to approach a customer about contract renewal. Reporting in BlueService supports higher-level decision-making. Weekly service reports are distributed to the president and all senior managers, allowing us to follow the number and types of issues. We may also contact a customer personally in order to check in regarding service.
WEAKNESSES: BlueService features are not specific to our industry or business. But BlueFolder has accommodated our requests for customizations.
SELECTION CRITERIA: In 2006, our director of service looked into service management solutions and found BlueService by BlueFolder. The Web-based aspect of BlueService was key for us. The application tracks customer information, service requests and histories, schedules and service contracts, and makes them all accessible by field personnel. We can get the information from any location. It limits the needless calls back to the office because sales and service reps can find it on their own.
DELIVERABLES: BlueService contributes to the companys profitability in a number of ways. BlueService reduces overall calling by about 80 percent. The time to locate service contracts now takes less than one minute compared to up to 10 minutes before, freeing service and sales to spend more time with customers. HydroWorx has also increased maintenance contract renewals by ensuring customers renew as existing contracts expire. From a revenue standpoint, having a good understanding of customers under contract and those about to expire is a revenue producer. HydroWorx maximizes each client trip and increases friendly visits to current customers. That attention to customers is how weve grown. The investment in BlueService has been important for our service and our bottom line.
VENDOR SUPPORT: We havent needed tech support, but rather some specific functionality for our business. When we have asked for certain capabilities, BlueFolder was able to include them in a future update. Because its a hosted solution, those changes are available immediately, so we dont have to wait for the next release.