VSI’s VServiceManagement enables JMS to enhance customer experience, reduce turn time between calls, and strengthen field service operations
Cincinnati, OH – October 9, 2013 – Vertical Solutions, Inc. (VSI) announces that Houston, TX-based home services company John Moore Services (JMS) has achieved significant business benefits from deploying VSI’s VServiceManagement(tm) software technology. JMS has automated its call center, dispatch, and field service operations with VServiceManagement, increasing productivity by streamlining field force management and improving call-intake processes, while boosting profitability by enabling multi-tiered estimates and onsite credit-card processing and signature capture. JMS has been recognized as a finalist for a SuperNova Award in Technology Optimization and Innovation from Constellation Research for its use of VServiceManagement to transform its customers’ experience.
“John Moore wants to grow by providing a high-quality and consistent customer experience, and by cultivating repeat business among our customers,” says Don Valentine, CEO, John Moore Services. “By deploying technology from Vertical Solutions, our company can not only manage growth, but choose how to grow smarter.”
VSI’s VServiceManagement provides an essential and extensive post-sales service component that falls in line with John Moore’s end-to-end cloud philosophy. In deploying VServiceManagement (VSM), JMS takes advantage of VSM’s web-based platform that encompasses a powerful workflow engine enabling JMS to manage its business rules and processes. JMS has implemented VSM’s mobile solution that simplifies and streamlines all tasks for field technicians by offering automated quoting estimates, drag-and-drop visual work order tasks, ‘help’ wizards, and customer signature capture. The solution can be deployed on a variety of devices, including iOS, Android, and Windows-based mobile devices. VServiceManagement integrates with native ERP solutions, keeping applications such as accounting and inventory management up to date with field-service activities.
JMS has experienced rapid growth in its home services business, which includes plumbing, heating/air conditioning, pest control, electrical, and renovation services. It chose VServiceManagement from Vertical Solutions as a core component of its best-in-class technology philosophy to replace a number of manual processes, and to enable it to improve customer retention and optimize revenue opportunities.
Business benefits achieved include:
– Streamlined call-intake and dispatch with automated business process workflows that make it easier for agents to diagnose customer issues.
– Reduced the turn time between calls from 26 minutes to less than two minutes.
– Expanded onsite estimating capabilities to offer more choices, including enhanced repair and replacement solutions, to customers.
– Provided onsite customer approval capabilities so that invoices can be sent immediately and that field technicians can process credit cards and checks at the customer site.
– Fully integrated with JMS’s ERP system, NetSuite OneWorld.
“John Moore Services has creative ideas on how to use technology to expand its home services business, and has been an ideal customer to deploy some of the advanced capabilities of our VServiceManagement solution,” says Ron Wegmann Sr., CEO of VSI. “With our true business partnership, we pair the strengths of our service management technology solution with John Moore’s services and business acumen to drive the growth of this truly innovative company.”
Constellation Research’s SuperNova Awards recognize innovators in disruptive technology, and honor the explorers, pioneers, and unsung heroes who successfully put new technologies to work. Visit here to learn more about the awards, and to vote for John Moore Services: http://www.constellationr.com/content/sna2013/vote-2013-supernova-awards
About Vertical Solutions, Inc. (VSI)
Vertical Solutions, Inc. helps companies manage complex post-sales service environments efficiently, effectively, and profitably. Companies use VSI’s solutions to improve service response and resolution times, reduce the costs of delivering service, better manage entitlements, increase revenue, improve the customer experience, and broaden their portfolio of service offerings. VSI develops VContactCenter™ for internal, external, and hybrid contact centers, and VServiceManagement™ for customer support, field service, and mobile environments. These solutions are available as a service or on-premise in a private- or public-cloud environment. VSI’s applications are flexible, integrate easily with internal legacy systems as well as external ERP solutions, and can be deployed rapidly. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. For more information, visit www.VertSol.com or call 1.800.466.0238.
Contacts for Vertical Solutions:
Kim Brault, Marketing
Vertical Solutions, Inc.
[email protected]
+1 513.891.7997
Alison Harris
Harris Media Services
[email protected]
+1 207.829.4500
