ServiceTracker & The Contract Sharing Network (CSN)

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Featured in the BPCA Professional Pest Controller Magazine Issue 96 July 2019, the following article provides details of the Contract Sharing Network (CSN) and highlights the reasons why ServiceTracker was selected as the system of choice to manage all shared contract data and connections. Director and Co-Founder of ServiceTracker Mike Palmer-Day explains how ServiceTracker was able to successfully connect their customer’s systems together using Salesforce.com and advanced portal & mobile technologies:

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Contract Sharing Network celebrates national contract

 Your association | PPC9 August 2019

The Contract Sharing Network (CSN) was officially launched at the BPCA PestEx 2017 and since then has been limited to small groups of contracts and pigeon proofing jobs.

In April 2019, a significant step was taken in that L’Occitane agreed to use the CSN to source approved suppliers across the UK.

Led by Beaver Pest Control, the national contract is fulfilled by Beaver Pest Control and ten other local BPCA member companies.

Contract_Sharing_Network_Trusted_and_approved

The CSN is a BPCA membership benefit overseen by seven BPCA member volunteers. It comes complete with a Code of Conduct, a proactive Quality Assurance System and a reactive complaints procedure.

This all means that like-minded member companies will offer an honest, reliable and quality service across the UK.

With this national win, the committee now believes that the network can pick up the pace with the 90 members across the UK and offer a credible alternative to traditional suppliers.

The benefits are numerous, including a single point of contact (primary contractor) with the regional subcontractor delivering a knowledgeable and personalised service.

This will fit in with sustainability policies of larger buyers, while supporting and empowering local economies and communities.

Software to connect the network

Over the last two years it has become apparent that if the CSN is going to offer a national service, then the reporting systems need to be uniform.

For this particular contract ServiceTracker has proved successful, as Radu Asavei at Beaver explains:

“The requirement from the CSN was to come up with a centralised portal where service providers can share treatment data with the main contractor, as well as the customer. Essentially we needed to find a way of connecting the three categories of stakeholders to facilitate data exchange on multiple levels and in all directions.”

“As with (mostly) everything else nowadays, everybody needed to be connected to everybody, without compromising the security and integrity of the data, and also accounting for the commercial and privacy issues.”

As ServiceTracker is part of the Salesforce.com cloud and is already used by some members of the CSN, it was relatively easy to identify the common records and fields that needed to be shared.

By creating connections between the members’ Salesforce accounts the members are essentially editing each other’s data while the record owner is keeping total control of what records and fields are shared.

Not all CSN members are using ServiceTracker [as yet], and so the members had to design, test and deploy an additional Salesforce [ServiceTracker] Communities Portal. ServiceTracker allowed them to plan treatment visits in advance and essentially create ‘empty’ visit records, ready for the technician to edit and update while on site.

The CSN Communities Portal is a streamlined version of the ServiceTracker system, offering access only on the visits allocated to the logged-in subcontractor, and with a user-friendly interface, making extensive use of pre-filled fields, dropdown lists, and buttons that help technicians enter accurate data effectively and with great ease.

The system also captures client and technician signatures and produces standard treatment reports that are then automatically emailed to clients.

Both office-based staff and field technicians have access to past treatment records to help maintain high service levels and customer satisfaction.

All the standard information required upon completion of a visit is easily captured: pests found, materials used and quantities, recommendations, works carried out as well as pictures taken while on site.

Mike Palmer-Day from ServiceTracker said:

ServiceTracker to ServiceTracker is a simple way for many Pest Control businesses to share contracts with each other and receive updates immediately as visits are modified and completed. Our customers can choose to share customer and schedule information with their partners and contractors for them to plan, update and complete in their own ServiceTracker organisations, ready to send back to create the finished report (custom branded to suit).”

“Business partners and contractors can easily integrate visits with their existing ServiceTracker records and the control is always with the you as the record owner to show & hide information.”

connect

“With ServiceTracker to ServiceTracker you can view all of your sharing activity, manage your entire state of service across multiple regions, share data across multi-tiered partnerships, and integrate all of your business processes with updates received from your partners using workflow and assignment rules.”

Companies not on this platform can still report in other ways, either through the ServiceTracker portal or other CRM systems.

Looking to the future

Robert Harris of Harris Associates said:

At the heart of every expansion plan is the methodology of how you’re going to deliver that growth. The CSN allows contractors to take work, such as through tendering, and service areas in which they don’t currently operate.”

“Being a part of the CSN could mean picking up work from companies that don’t service your area. The beauty of this system is that it is under the BPCA umbrella, so you know it’s well thought through and that you’re not going to be let down.”

“It also gets contractors working as a team to win bigger contracts.”

The CSN is very excited about the future of the network and continues to look for similarly-minded companies to become members as either primary suppliers or secondary suppliers (subcontractors).

The next step will be to promote the CSN so that potential buyers are aware and to share more success stories with BPCA members.

What CSN members have to say about the network

“It’s very exciting to see a project that was developed by the Servicing Committee actually take shape and be implemented. This first national contract is proof that when members work together they are stronger than the sum of their parts. This is great work from the CSN team, well done!”

Philip Halpin, Countrywide Environmental Services

 

“At PPC Live and Regional Forums, we try to put aside some time for those in the network so we can meet face-to-face and swap business cards. The network is open to all BPCA servicing members so if you’re interested in working with other like-minded companies, it would be great to have you!”

Luke Taylor, LK Pestaway

 

 “The CSN has proved to be a fantastic framework, allowing us to connect with like-minded companies where trusted working relationships can be forged. It allows collaboration on bringing together the skills and geographical reach to deliver professional, quality services throughout the UK. This has allowed us to find reliable partners that we can trust to look after the needs of some of our clients. We have also been able to reciprocate by helping other companies in their delivery of quality service. The networking and sharing of ideas have seen many of the companies benefit beyond the scope of shared contracts. It has been a fun learning experience to be part of this group, working and collaborating together.”

Chris Cagienard, Pest Solutions

 

“Two years on and the CSN is still proving to be an invaluable resource to us. We currently have four pest management service agreements running with network members. We couldn’t be happier with how the system is running. We have three more in the pipeline and are looking forward to building on the current working relationships we have in place and looking for new partnerships in other areas of the UK.”

Martin Rose-King, Bounty Pest Control

 

To read the full article and more from PPC96 click here or to get in touch with us to find out how you can connect your ServiceTracker system please call 033 022 31022

New customers can receive a 30 day no obligation free trial by visiting our website www.servicetrackersystems.com

Meet our latest superstar!

Please give a very warm welcome to the newest member of the ServiceTracker team, Zoila Garman!

Zoila joins ServiceTracker with an absolute wealth of knowledge and experience in Software Development, Graphic Design &  IT and studied Applied Software Engineering at Cardiff University.

As a Software Analyst & Developer, Zoila will be providing support, customisations, enhancements, technical reports, graphic design and much much more.

ZGFace

 

Zoila is fluent in Spanish and, in addition to being a first class IT professional, is also an extremely talented musician and has released a number of tracks on Google Play which can be found using the link below

https://play.google.com/music/listen?pli=1#/artist/Aeg5fuf2qlei37vn3hw6gm3sxnu/Zoila+Garman

Check it out!

It is an absolute pleasure to have Zoila on board and part of the growing ServiceTracker family

Full Time Systems Support Analyst, Caerphilly

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ServiceTracker is a growing software provider and Salesforce CRM partner currently seeking an Systems Support Analyst to join our team.  We are located in the Welsh ICE Innovation Center in Caerphilly where we work alongside a community of many other growing businesses.

This is an excellent opportunity for a technical customer service professional to expand their career. You will be working alongside us and with our customers on ServiceTracker, our operational and management application for blue-collar service industries.

The right person will have a willingness to work with the latest technologies and make a contribution to the business from day one.  Our application is built on the Salesforce.com platform. We will give you first class training and professional development to enable you to succeed in your role and become an IT professional.

 

Key skills needed for the role:

  • Experience working within a technical customer service role, preferably within a SaaS / B2B environment dealing with customer requests and bugs;
  • Possess a genuine relish for troubleshooting and problem-solving complex puzzles;
  • Have the ability to think on your feet, learn a complex product inside and out, and discover creative methods to resolve customer issues;
  • Demonstrable experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with our developers to ensure resolution.
  • Experience supporting, troubleshooting, and assisting with development of desktop applications and web application integrations;
  • Familiarity with modern support ticketing or CRM solutions within technical customer service environments.

 

The ideal candidate for this role will have excellent communication skills in addition to good verbal and written skills who is a natural-born evangelist with infectious enthusiasm.  With our ambitious company goals you will help create new technology and enhance your skill-set whilst working with some other exceptional team members!

 

Salary

A competitive salary comes with this position, dependent upon experience + life cover, pension, 25 days holiday.

Apply now to us or request further information on this excellent opportunity: careers@servicetracker.uk.com  

 

 

w:www.servicetracker.uk.com | e:support@servicetracker.uk.com | t: 033 022 31 022

ServiceTracker Britannia House, Caerphilly Business Park, Caerphilly, CF83 3GG

 

The 3 most important elements for successful business transformation

People, Process, Technology (PPT)

PPT

When engaging with new or prospective clients, it is clear that most businesses focus very heavily on Technology alone to improve their business performance and operations.  There are so many products offering to streamline and revolutionise  your business, without mentioning that it is still down to the people behind it to make it work on a day-to-day basis and it is the defined processes that ensure it is used properly.

Often the thought is to throw technology at a problem and things will improve straight away, yet there are stories of failed projects where the “system just didn’t work for us” or it was “not aligned to our business processes”.  Without a balanced focus on these 3 key areas you simply cannot ensure a successful implementation of any new system and subsequently you do not get “buy in” at all levels.

Ignoring the people aspect of any change initiative means that you do not get the level of user adoption that you need to ensure your shiny new system is used to its full potential, and almost all of the technology benefits are lost.

Forgetting about the processes behind your system usage means the business is no longer aligned to your new technology and very quickly cracks start to appear throughout the company. Ultimately, trust is lost and engagement is at it lowest, meaning you start to regret putting a new system in place and start looking elsewhere for another solution to once again alleviate the pain.

Studies have shown that a large majority of business technology deployment efforts do not achieve their objectives and are not able to sustain themselves over the long term without following the PPT approach.

 

Here is how ServiceTracker deals with this approach from the very start of the deployment planning.

People

  • We quickly identify stakeholders, champions, and potential opposition
  • We ensure continued stakeholder management, flexibility, and adaptability to changing needs
  • We adopt a constant improvement approach to ensure all stakeholders have bought into the change and feel a part of the journey

Processes

  • We embed ourselves into your business building up a partnership to identify challenges and solutions.  We are your in-house business system resource.
  • We gain an understanding of your business goals and objectives and make it our priority to be part of your culture
  • We create both short term and long term goals uniquely tailored to you. Whilst most of the journey has already been made and our systems are ready to go it is very important to understand that every customer is different.
  • We align your processes with technology to ensure all aspects of the business are covered and visually available to all stakeholders.
  • We streamline and validate the collection and data at all stages

 

Technology

  • Our technology strategy engages with your people and processes to support your goals
  • We continuously evaluate and improve our technology to meet new objectives and scale with your business as you grow
  • We clearly define the objectives laid out by the stakeholders
  • We define the benefits of our technology to our customers in quantifiable terms
  • We have countless metrics and systems of measurement at our disposal to monitor success and ROI
  • We assess your current technology environment to determine the best strategy of deployment

 

If you would like to know more about the ServiceTracker PPT approach and how we have helped business like you all over the UK and beyond, please get in touch

Call 033 022 31022 or email at info@servicetracker.uk.com

www.servicetracker.uk.com

 

ServiceTracker announce the appointment of a new Communications Director

ServiceTracker, cloud-based service management solutions, are very pleased to announce the appointment of Dominy Palmer who joins ServiceTracker as Communications Director with immediate effect.

Dom

Dominy will be responsible for developing and maintaining solid, strong and lasting relationships with new and existing customers and will be heading up all of ServiceTracker’s marketing  and online communications activity.

Dominy has a wealth of knowledge and experience with customer success, event and project management and studied English language and Communication at Cardiff University.

“I am really excited to be joining ServiceTracker and look forward to meeting our customers. I am extremely customer focused and believe passionately that customers should be at the heart of our business.  ServiceTracker already has a fantastic reputation with our Clients and my job is to ensure that we have a consistent level of customer excellence both with our current clients and for those who are yet to come on board.”

Please do join us in giving Dominy a warm welcome and I am sure you will be speaking with her in the very near future.

 

ServiceTracker Dynamic Mobile for iOS v2.2.2

ServiceTracker Dynamic Mobile v2.2.2

ServiceTracker  are pleased to announce the new release of our Dynamic Mobile application (v2.2.2) to the Apple Store for our iOS customers.

As this release comes with many changes, existing users will need to completely uninstall the current version before installing this latest version.

Here is a list of all the new features and enhancements

1. New home page

You can now access all of the features of the app in a brand new home page visible immediately after the initial download

2. Timesheet – clocking on and off

The “Start Work” button on the new front page is now active.  If required, technicians can click on this when they start their day or shift and press it again “Finish Work” when they clock off.  This can then be turned into an accurate time-sheet through Reports.

3. Personal Events

If required, technicians can now request time off from their line manager by clicking on the “Personal” button on the new front page and creating an event. This is also useful for internal meetings, vehicle checks, stock takes and much more

4. Documents

All documents required by the technician to perform their duties (Permits, COSHH, MSDS, Health & Safety etc) can be stored in folders within ServiceTracker and exposed to the technicians who can view them by clicking on the “Documents” icon on the new front page.  You can also store URL links to other document management systems and websites.

5. Ability to add inspections  to a visit;

You can now add inspections for items that are held on a site but have not been added to the visit.  On the inspection just click on the “+” button which is top right of the screen.  You will then be presented with a list of items on a page called “Items on this site” which are not on the visit.  Simply click on the ones you want to add and click “Yes” when presented with the pop-up box saying “Are you sure you wish to create an inspection for this item”.  This will then add the item to the list of inspections for that visit.

6. Creating a new inspection item

You can now create a brand new inspection item and inspection record within the visit you are working on in the app.  Follow the same process as above and when you get to the page “Items on this site”, click on the “+” button top right, choose the record type for the item you are adding and press “SELECT”. Fill in all the required details and click “CREATE”. Add as many as you wish and then go back a page to add the items to the visit to be inspected.

7. Creating a quote for the customer on site

At the bottom of the main visit page, look for the dollar sign on the right hand side in the blue bar. Clicking on this page will take you to the Quotes page.  Click “+” and fill in all the necessary details to create the quote. Press on “+ New Lines” to add individual Products with Prices where already applied.  Click on the three dots to the right of the Line Item (more button) if you wish to add the Location and Description of the item.  This is useful if you then want to convert the item you are quoting for into an inspection item.

Finally, if you have acceptance from the customer to proceed, ask them to sign in the grey box.  All the captured information can be converted into a PDF quote / work order / service agreement as long as this has been set up in advance.

8. Images of Inspection Items

You can now upload images to an inspection item and these will be displayed on the mobile.  This can be very useful for technicians who are not sure what they are looking for when going to service it.

9. Indicate Overdue Visits in the Nearby Tab

When searching for nearby visits, all visits that are overdue can now be identified by a red star.  These are also in order of date oldest first

10. Refresh All Data Function

Significant improvements applied to the speed of this function

11. Minor Enhancements

  • Prep / Waste List now in alphabetical order, plus duplicate items removed from the list
  • Clear Offline Data option now further down the menu so it cannot be pressed accidentally
  • Enhancements to the on-site printed report
  • Visits only showing as “Overdue” if they are a day overdue or more (not up to the minute)
  • “Today” and “This Week” tabs now showing in the correct sequence
  • Completed Date now showing on the completed Tab and now in order of completed first
  • Improvements made for issues experienced on the Samsung S6 (we do not recommend this phone)


If you have any questions about the new mobile application or would like trial of the new app please contact us on 033 022 31022

ServiceTracker Dynamic Mobile v2.2.2

ServiceTracker Dynamic Mobile v2.2.2

ServiceTracker  are pleased to announce the new release of our Dynamic Mobile application (v2.2.2) to the Google Play Store.

As this release comes with many changes, existing users will need to completely uninstall the current version before installing this latest version.

Thank you to everyone who gave us feedback during the beta testing phase which has been really valuable.  Please keep the feedback coming as we strive to continuously improve the app.

Here is a list of all the new features and enhancements

1. New home page

You can now access all of the features of the app in a brand new home page visible immediately after the initial download

2017-04-09 11.17.17

2. Timesheet – clocking on and off

The “Start Work” button on the new front page is now active.  If required, technicians can click on this when they start their day or shift and press it again “Finish Work” when they clock off.  This can then be turned into an accurate time-sheet through Reports.

3. Personal Events

If required, technicians can now request time off from their line manager by clicking on the “Personal” button on the new front page and creating an event. This is also useful for internal meetings, vehicle checks, stock takes and much more

4. Documents

All documents required by the technician to perform their duties (Permits, COSHH, MSDS, Health & Safety etc) can be stored in folders within ServiceTracker and exposed to the technicians who can view them by clicking on the “Documents” icon on the new front page.  You can also store URL links to other document management systems and websites.

5. Ability to add inspections  to a visit;

You can now add inspections for items that are held on a site but have not been added to the visit.  On the inspection just click on the “+” button which is top right of the screen.  You will then be presented with a list of items on a page called “Items on this site” which are not on the visit.  Simply click on the ones you want to add and click “Yes” when presented with the pop-up box saying “Are you sure you wish to create an inspection for this item”.  This will then add the item to the list of inspections for that visit.

2017-04-09 11.25.48

6. Creating a new inspection item

You can now create a brand new inspection item and inspection record within the visit you are working on in the app.  Follow the same process as above and when you get to the page “Items on this site”, click on the “+” button top right, choose the record type for the item you are adding and press “SELECT”. Fill in all the required details and click “CREATE”. Add as many as you wish and then go back a page to add the items to the visit to be inspected.

7. Creating a quote for the customer on site

At the bottom of the main visit page, look for the dollar sign on the right hand side in the blue bar. Clicking on this page will take you to the Quotes page.  Click “+” and fill in all the necessary details to create the quote. Press on “+ New Lines” to add individual Products with Prices where already applied.  Click on the three dots to the right of the Line Item (more button) if you wish to add the Location and Description of the item.  This is useful if you then want to convert the item you are quoting for into an inspection item.

 

2017-04-09 11.26.09

Finally, if you have acceptance from the customer to proceed, ask them to sign in the grey box.  All the captured information can be converted into a PDF quote / work order / service agreement as long as this has been set up in advance.

8. Images of Inspection Items

You can now upload images to an inspection item and these will be displayed on the mobile.  This can be very useful for technicians who are not sure what they are looking for when going to service it.

9. Indicate Overdue Visits in the Nearby Tab

When searching for nearby visits, all visits that are overdue can now be identified by a red star.  These are also in order of date oldest first

10. Refresh All Data Function

Significant improvements applied to the speed of this function

11. Minor Enhancements

  • Prep / Waste List now in alphabetical order, plus duplicate items removed from the list
  • Clear Offline Data option now further down the menu so it cannot be pressed accidentally
  • Enhancements to the on-site printed report
  • Visits only showing as “Overdue” if they are a day overdue or more (not up to the minute)
  • “Today” and “This Week” tabs now showing in the correct sequence
  • Completed Date now showing on the completed Tab and now in order of completed first
  • Improvements made for issues experienced on the Samsung S6 (we do not recommend this phone)

2017-04-09 11.25.23
If you have any questions about the new mobile application or would like trial of the new app please contact us on 033 022 31022

Meet our new Product Development Manager

We are very pleased to introduce the newest member of our team, Ian Clarke who joins ServiceTracker as Product Development Manager.

Ian

Ian has a huge passion for what can be achieved with technology and has a very wide and diverse range of development projects under his belt. Over the past 10 years he has worked with a number of large corporations from SSE to United Utilities and Oliver Ashworth Group PLC.  Ian brings a wealth of knowledge, skills and experience to  ServiceTracker and we are extremely excited to be working with him on new and innovative projects in the coming months.

“After working for a large corporate entity I was missing the buzz of working for a young forward thinking company. The passion shown by Mike and Nigel for both their product and more importantly their customers, drew me in.
Service Tracker is a fantastic product and I’m looking forward to having a hand in it’s evolution.”

On a personal level, Ian is a keen mountain biker, amateur guitarist, nature lover and taxi driver to his 9 year old daughter.  He is involved in various local community projects including heading up the committee for “Van Road Trails”,  providing a legal spot for local riders to ride and race.

Bike

Please do join us in giving Ian a warm welcome and we hope to see you at various events over the UK soon.

ServiceTracker for Apple iOS

ServiceTracker launches a brand new Mobile application for iOS which is available to download via the Apple Store now!  The app (compatible with iPhone, iPad and iPad Mini) was approved by the US Apple development team in the last 24 hours, following rigorous testing and has been piloted by a select group of mobile users over the past few months to ensure it meets our customer’s specific requirements.

AppStoreiOS

There are a number of new features added especially for the launch, including the ability show inspection/asset images on the mobile, the ability to view nearby visits by priority, a brand new home screen, the ability to log your time-on, time off for true time-sheet capabilities, personal activities, formula fields and much much more

iPad Home Screen

As with the ServiceTracker Android application, the iOS app is completely dynamic which means all fields are customisable by you and immediately updated and available on the next Sync Cycle.

iPad Map Screen iPad Visit List Screen

All of the features from the ServiceTracker Android application are included with the iOS app and any development updates will be applied to all of our platforms simultaneously.  Upgrades are applied on a monthly basis and the app remains free to download to your device at any time.

iPad Map Screen iPad Visit List Screen

To speak to us about the launch or to take a trial of ServiceTracker together with the all new iOS Mobile Application, call us now on 03302231022

ServiceTracker Award Winning Service Management Solutions!

On Friday 18th November, ServiceTracker attended Wales’s most hotly contested and prestigious business awards ceremony, hosted by BBC’s Jamie Owen.  We were up against some well established and truly amazing finalists but in the end there could be only one winner, so we are very pleased to announce that ServiceTracker came home with the Trophy.

ServiceTracker Award       cbfa14-logo         Award

The Innovation award recognises and rewards an IT initiative that can demonstrate an innovative new product, solution or service that has delivered measurable benefit for business users or customers in areas such as application development, e-commerce, hosting, or web-based services.

ServiceTracker are honoured to receive the award for Software Innovation at the CBF Awards and be recognised for our service management products and services.  We look forward to the opportunities that this recognition will bring us in the near future and thank the Caerphilly Business Forum for a fantastic night

A huge thank you also to all of our customers who have helped us to develop ServiceTracker into the system it is today and continue to enhance the software with all of their superb ideas.