Optimizing Business Processes

Every business wants to make more money. This

session focuses on those critical steps to take to

maximize revenues, and minimize losses.

Topics • What are the core Business Processes at a Field Service Company?

• Why Outsource?

• Risks and Benefits

• Controls

• Information Security, Quality, Training, Insurance

• Areas of Consideration

• ERP

• Outsourcing Office Work

• Bids and condition Identification

• P/L – Accounts Receivable Management, Cash Flow

Core Business Processes

• Sales, Client Management

• Sourcing, Training, and Managing

Crews

• Work distribution, Assignment and

Check-In

• Quality Control

• Reporting, Billing to Clients,

Cash Flow / AR Management

Sales Process

Invoice More Dollars

Diversification of revenue

– You can diversify in our current industry through territory and

product offering.

– You can also market to other comparable industries and verticals

with existing services.

– If you specialize cleaning you can market to VRBO or Airbnb for

clients.

Sourcing, Training, and Managing Crews

Invoice More Dollars Reduce Crew Turnover:

• Turnover in crew members results in additional time and money spent

to hire, train and replace individuals that work for your company

– Expanding into additional service lines increases work volume

– Expanding into additional zones and coverage areas increases

work volume

– Increased work volume gives your employees and crew members

the ability to complete more work and stay busy

Work Distribution

Mobile

Work distributed to crews using your mobile app

•Compliance

•Oversight

•Transparency

•Mandate your form and rules

•Tamper-proof Photos

•Check-in reports

Work Distribution

Dispatching and Routing Crews

• Utilize mapping software

• Provide work and dispatch day

before

• Have “adhoc” lists, so if work

orders take less time than

expected you can move to next

order

Work Distribution Invoice More Dollars

Utilize checklists and job aids to ensure all work order instructions, client and investor allowables are completed and conditions are bid and reported.

– Provide incentives to crews for completing all allowable work to maximize cost per initial and create an encouraging environment to ensure work order instructions are completed correctly

– Documentation from properties

Use smart forms for the vendor to lead through allowables. Make the most of your opportunity. Leave no crumbs on the table. – $75 order can become a $750 order if you maximize allowables.

– Create a list of supplies for your vendors to carry by work type or client.

Work Distribution

Bids and Condition Identification • The obvious here is fully utilizing all Work Order allowables

– Knowing allowables

– Knowing Client rules / SLA

– Leaving no crumbs on the table

• Considerations here

– Liability in what’s not bid can negatively impact

– Margins

– Score card

– Future work volumes

Quality Control

Invoice More Dollars

Proper Tools and Practices: • Perform a quality control check prior to crew leaving the property to ensure you are

maximizing the invoice and cost per initial

– Minimize the risk of reconveyances, charge backs and follow up orders by

implementing proper QC program and utilizing QC checklists and previously

discussed checklists

– Find billable allowable items before order submission

– Ensure all damages are identified and bid prior to order submission

– Hold crews accountable for incomplete work.

Reporting, Billing to Clients

P/L – Accounts Receivable Management

• Track your receivables and payables.

• We import client payment to generate reports for

receivables. Technology

Cash Flow

• Analyze P&L and determine if you have the right

client/product mix.

Why Outsource?

Risks and Benefits

Setting your expectations from the engagement

• Defining your expectations

• Consider potential failures modes and

possible course of action to be initiated

when you encounter failure

• Ensure BCP

Outsourcing Office Work

Key Considerations • How to pick a provider?

• How to control information flows to the provider?

• What to keep in house vs Outsource?

When to outsource

• Do not outsource relationships – such as client relationships

• Get the process to control stage within the organization, before you

consider outsourcing.

• Skewed up processes are not the best candidates.

Controls

• Information Security, Quality, Training

• How do you Protect Client information?

• How to prepare yourself for the transition

• Documentation – Standard operating procedures

• Process maps

• Clear definition of SLAs

• Measuring SLAs

• Governance calls / meetings

• Technology Changes

Controls Controlling liability

Not all revenue maximizing opportunities are invoiced.

• Limiting liabilities will also enhance the bottom line.

• Limiting liabilities will enhance vendor scores and provide. opportunities to gain more work.

• Leverage your tech provider to enhance your vendor network. – They can recommend a vendor in your area of need.

• Geographical

• Product line

• Specialization

– Recommendations are already familiar with your software platform. Lower training curve.

– Recruiting and advertising costs are lowered.

Controls • Track Crew insurance and licensing to minimize exposure. – Vendor management is key for dialing in profits, limiting liability and

document control.

• Track crew score by work type to ensure you are maximizing your network. – For example, a vendor may score perfect on grass cut but they may always

miss times and results for secures.

• Accounts Payable/Receivable Accuracy via system reporting – Solves payment disputes quickly

– Saves National Service Provider and Regional money in constantly battling vendor pay disputes.

– Prevent property liens.

– Everyone gets paid faster.

Controls

• Inject business rules into every order to ensure max revenues can

be realized.

• Inject business rules to ensure that bill backs are limited as much

as possible.

• Leverage mobile technology

Areas of Consideration

• Areas of Consideration

• ERP

• Outsourcing Office Work

• Bids and condition Identification

• P/L – Accounts Receivable Management, Cash

Flow

• Outsourcing vs smart sourcing

• Provide more than cost advantage?

• Make your overall process more efficient?