Reduces your workload and frees up your time

Would you like to spend more time servicing customers, completing job work and winning more business?

With all of the back-office essentials taken care of, ServiceTracker customers report higher profits, faster sales, increased cashflow, with less time on the road and more time in front of their customers.

Features such as…

• Paperless Service Reporting
• Managing field reports and contracts from a mobile
• Dynamic Scheduling
• State of Service Reporting
• Automated Invoicing

…really help to take care of the laborious tasks that have dragged down business in the past.

With ServiceTracker, you get a technology that is used to managing interactions with both customers and potential customers. A system that helps Pest organisations build customer relationships and streamline all of their processes so they can increase sales, improve customer service, increase profitability; keeping them on the paid jobs.

When people talk about back office systems, they might mean any of three things:

Technology: A tool used to record, report and analyse interactions between customers and staff. This is also called a system or solution.

Strategy: A business philosophy about how relationships with customers and potential customers should be managed

Process: Think of this as scripts a business adopts to nurture and manage those relationships.

How is ServiceTracker relevant within Pest Control?

In many ways, ServiceTracker starts the ball rolling in terms of the interactions we have with our customers and potential customers. Imagine the scenario where lots of enquiries are coming into the office. Your office staff will be doing their best to ensure all the relevant information is gained from the customer or potential customer and a promise is given over the phone to say that they will get back to them or a surveyor will be in touch with them shortly to book an appointment.

Think about how you are managing this interaction in your office today? Perhaps the important information is jotted down in a notebook and a call is made to the surveyor or the details are put on an email. Perhaps information is lost somewhere in the process?

Maybe you have a shared spreadsheet that is kept on the server in the office which is supposed to be updated with all existing business or new sales opportunities. Be honest now – does this process really work for you? Do you feel confident that all Servicing is completed on time and enquiries are followed-up and that no decent opportunities for new business have slipped through the net because no-one got back to the potential customer in time? Maybe as the manager responsible for these interactions, you’re not sure what the admin team is doing, the technicians are completing or surveyors are quoting. Perhaps a problem has arisen which you could have helped sort out if only you knew what was going on out there.

This is where ServiceTracker comes in:

• a method of managing your customers
• complete 360 degree client view
• help to find client and site information quickly
• the ability to view all touch points of communication and history
• the ability to track sales team members’ scheduling and gives activity reminders
• The ability to track sales productivity, ensuring sales opportunities don’t fall through the cracks
• Monitoring capabilities to tracks individual and team performance
• branded quotes in PDF format which can be automatically emailed to customers
• create a quote on your mobile and for the customer to sign on the mobile straightaway, emailing them a Service Agreement
• reduces duplication of work

What does ServiceTracker do?

We essentially improve customer relationship management by creating a 360° view of the customer, capturing their interactions with the business, service visits, sales activity and by surfacing the information needed, enable you to have better conversations with your customers.

ServiceTracker organises this information to give you a complete record of individuals and companies, so you can better understand your relationship over time.

At its simplest level, ServiceTracker records customer contact information such as email, telephone, website, social media profiles, and more.

When it is connected to an end-to-end system that is designed specifically for the pest control industry, it becomes very useful indeed! Back office problems go away, more time can be spent looking after your customers and prospects and providing a fantastic service every time!

Head over to www.servicetrackersystems.com or click “Main Site” from the menu to view our new website

Pest Management Systems for your customers

Customers are becoming increasingly tech savvy and are expecting real-time access to data to enable them to manage pest activity on their sites.

Technicians with ServiceTracker complete each Treatment Report on their mobile and it’s available to customers immediately online

The system records individual actions linking them into a plan of works.  Customer teams and internal pest management teams can then easily prioritise the work that needs to be carried out

At all times customers can see an overview of all sites, where the problems are, who is assigned to rectify them and when the action is due to be closed off

How does it work for me?

• Visibility of sites’ Open Actions and Outstanding Visits
• View Completed Visits and Inspections
• Create and Manage Actions
• Visibility of Inspection Analysis (EFK and Bird)
• Visibility of Quotes and Invoices
• View and print all Site Visit Reports
• Content Management and Document Libraries

EFK Reporting and Trend Analysis

• Quantities of pest activity are captured electronically for each catch tray on each inspection
• Trends are then plotted and accessible in graphical format, online through the portal and within reports
• Threshold limits can trigger an action to be created for further investigation

• Bait Station Management
• Action Management
• Communication and Escalation Reports
• eLog Books

Paperless log books are available for all your sites through one secure log-in, giving you access to:

• Risk Assessments, Method Statements, COSHH Assessments
• Summary and Detailed Treatment Reports
• Highlight Reports for any problem sites
• Audit trail of all remedial action taken
• Customisable Reports and Dashboards

Sophisticated Data Analysis Tools

Risk & Compliance

Come talk to us about ServiceTracker and how we can give your customers access to their pest management data in real-time.  Our systems are designed with customers in mind every step of the way.

Deploying ServiceTracker within your business will not only increase your internal productivity, it will delight your customers.  Particularly your BRC customers and multi-site customers where management information is critical.

Call 033 022 31022 or email sales@servicetracker.co.uk

A picture paints a thousand words – visualising your data for better understanding with ServiceTracker Reports and Dashboards

This statement is very true and no more so than when you’re trying to figure out the best way to present your business data to both your customers and internally within your teams 

With unfathomable amounts of new data being created daily, modern pest businesses are trying to take advantage of as much valuable information as possible. This information can then be used to refine internal company processes to improve productivity, and to more successfully enable customers to make key business decisions using their own data in graphical format.

However, as more and more data is captured and analysed, it becomes increasingly difficult for pest businesses to accurately gain a succinct overview of what that data is telling them.

Here’s an example for you on how ServiceTracker reports and dashboards can significantly help your business.  How much time do your admin teams currently have to spend deciphering the technicians’ check lists after completing BRC visits, typing it into Excel and then creating graphs from the data?  We know how time consuming this is which is why this is all automated within our reports and dashboards. All your technicians have to do is type the analysis data into their mobile and the customer can see the graphs straightaway.

But how can I use all the information captured to improve the productivity of my internal teams?

ServiceTracker is already packed with reports which your Service Managers amongst others will love.  Managing State of Service just got a whole lot easier. You’ll know exactly how a technician is progressing with their routines just by looking at these reports.  There’s absolutely no need to ask the techs to come in with all their cards any more!

Timesheets is another great example of a report that can easily be automated and emailed to you on a daily or weekly basis.  All you have to do as a manager is to ensure the techs click “Start Work” on the mobile at the beginning of the day, complete all their visits during the day and “Finish Work” at the end of the day.  You will then have a fully fledged automated timesheet for your whole team

Plus, you can create new reports at the touch of a button – or just ask us to create them for you if you prefer.  If the information is being captured, it can be reported upon in any way you wish!

So Dashboards make everything more visual right?

Yes that’s correct. Every pest business that comes onboard at ServiceTracker gets all the great Salesforce Reports and Dashboards out of the box.  A dashboard is simply a visual report that offers a solution. By condensing multiple reports down into visuals, such as graphs, charts, tables, and metrics, and displaying those visuals on a single page, analytics dashboards allow business decision-makers to review significant amounts valuable information at a glance.

Do you want to know more?

Get in touch with us now on 033 022 31022 or email info@servicetracker.uk.com

With so many systems required to run your business you may find yourself having to enter billing data into both your operational and accounting systems.  This is not only doubling or tripling the effort you need to devote to this task, it is also leaving you exposed to potential for error. 

This article shows you how integrating your accounting system with ServiceTracker will dramatically improve the efficiency of managing this key business requirement

What’s the scoop? 

Many pest businesses manage their accounting function through Sage 50, but more and more businesses are now turning to popular cloud-based packages such as Xero and QuickBooks. We have become experts in integrating all three systems to ServiceTracker!

This article looks at how your business can benefit from the integration between your accounting system and ServiceTracker. Not only will it make your whole billing system more efficient, saving you money, it will free up time to allow you to focus on growing your business.

Is the management of billing and accounting becoming more of a challenge for your business? 

A lack of integration increases the human intervention needed to complete the invoicing process. This increases administrative tasks and makes it more likely for human error to occur as data is transferred from one system to the next.

By integrating your systems, your customer receives the type of service they’ve come to expect; fast, reliable and secure as well as improving your efficiency and profit margins.

https://www.bluewren.co.uk/blog/the-three-pillars-of-productivity-integration/

 How do we solve this business challenge? 

By implementing an integration between ServiceTracker and your accounting system, data entry errors are eliminated and the effort required to manage this function is reduced significantly. This allows you to get your invoices out to customers in a timely manner and improves your cashflow.

Using Xero an example, you can simply change the status of an invoice in ServiceTracker and it will automatically appear in your Drafts folder in Xero. You just need to approve it and email it to your customer.  Also, Xero talks back to ServiceTracker where you can see the Xero invoice and any balance outstanding on the ledger.

 How easy could life be? 

The time spent creating your invoices will be reduced to just a few clicks as all the necessary information has already been captured in ServiceTracker when you originally took on the contract or job.   Data entry errors will be a thing of the past!

We’re here to help you improve the efficiency of your business so please do come and talk to us!

Get in touch with us now on 033 022 31022 or email info@servicetracker.uk.com

Do you partner with Subcontractors or third party providers to service your customers?

If you currently partner with subcontractors and strategically placed third party field technicians to service your customers on a regional or international stage you have probably faced challenges with obtaining paperwork, viewing job completion notes, identifying follow-up actions and managing your combined state of service on more than a few occasions.

You may be thinking about expanding your business reach and are looking to out-source some of your services and partner with other providers who have optimal geographical coverage or can offer additional services, but you are wondering how it can all work without the headaches of keeping tabs on your workload or sharing information via numerous phone calls, follow-ups and emails.

On the other hand you may already be a subcontractor to your partners, offering a fantastic service but struggling day in day out to obtain the correct work orders and paperwork to get the job done, or information is simply not transferred correctly causing a whole host of communication breakdowns and service delivery challenges. Put simply you are looking for a better solution for your business and for your partners to ensure the job gets done as smoothly as possible with all of the information you need at your fingertips

This is where ServiceTracker can really help you

ServiceTracker, the service management solution for the compliance industry is built on the #1 CRM software as a service platform “Salesforce.com”. Together we delight our customers with the very latest technologies and bleeding-edge service management features to help them manage their businesses effectively and monitor all customer activities seamlessly. 

Our goal at ServiceTracker is to provide all of our customers with the ability to manage all of their business interactions in one single location without having to dip into multiple systems to track day to day activity or run reports.

From marketing & sales management, contract management and service management to field mobile systems, invoicing, customer portals, electronic paperwork and full analysis of every piece of data captured, ServiceTracker really does have everything you need in one place.  

Manage all of your business interactions in one single location

Sticking to our goal of managing everything in one place, one such feature of ServiceTracker and Salesforce.com is the “Salesforce to Salesforce” connectivity which can allow multiple ServiceTracker systems to talk to each other and pass information seamlessly to one another as if they were one single system.

Salesforce to Salesforce makes it easy for businesses using ServiceTracker to share records and get updated data on any shared records in real-time. For example, you can share service and contract data with your partners and collect job completion details the second they are completed.

Salesforce to Salesforce lets your business partners easily integrate your data with their Salesforce records. You can see all of your sharing activity, manage your entire state of service, share data across multi-tiered partnerships, and integrate your business processes with updates received from your partners using workflow and assignment rules.

What does this mean for my business?

With Salesforce to Salesforce you can finally manage all of your subcontractor interactions effortlessly and keep on top of your state of service just like you are managing your internal teams.  All work completed is passed directly back to you in seconds for action planning, follow-ups, billing and with your own branded paperwork sent electronically to your customer when the job is complete.  You can manage time on site, travel times, subcontractor billing, the effectiveness of your partners and control all of the data by turning the sharing on and off as required. Say goodbye to missing paperwork, chasing phone calls to find out how a job is getting on, finger in the air pricing for partner work and say hello to managing every interaction in one single location in real-time giving you all of the information you need to run your business effectively.

Where do I start?

If you already use ServiceTracker and want to connect with other ServiceTracker users then there is very little setup to do and you can be up and running within a matter of minutes, sharing information with your partners in no time at all.  You can speak to our support team to help you manage the process from start to finish when you are ready.

If you do not yet use ServiceTracker or want to encourage your subcontractors and partners to use ServiceTracker for seamless integration then speak to us now on 033 022 31022 or email info@servicetracker.uk.com to find out the best way to get up and running with us and being a part of the ServiceTracker single system solution.     

033 022 31022 | email info@servicetracker.uk.com

How can a CRM system benefit my business?

CRM stands for Customer Relationship Management. It’s a technology used to manage interactions with customers and potential customers. A CRM system helps organisations build customer relationships and streamline processes so they can increase sales, improve customer service, and increase profitability.

When people talk about CRM, they might mean any of three things:

CRM as Technology: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.

CRM as a Strategy: This is a business philosophy about how relationships with customers and potential customers should be managed

CRM as a Process: Think of this as a the system a business adopts to nurture and manage those relationships.

How is CRM relevant within Pest Control?

In many ways, CRM is the start of everything we do in terms of the interactions we have with our customers and potential customers. Imagine the scenario where lots of enquiries are coming into the office.  Your office staff will be doing their best to ensure all the relevant information is gained from the potential customer and a promise is given over the phone to say that a surveyor will be in touch with them shortly to book an appointment and come in and see them.  How are you managing this interaction in your office today?  Perhaps the important information is jotted down in a notebook and a call is made to the surveyor or the details are put on an email.

Maybe you have a shared spreadsheet that is kept on the server in the office which is supposed to be updated with all new sales opportunities.  Be honest now – does this process really work for you?  Do you feel confident that all enquiries are followed-up and that no decent opportunities for new business have slipped through the net because no-one got back to the potential customer in time?  Maybe as the manager responsible for sales, you’re not sure what the surveyors are quoting or a problem has arisen which you could have helped sort out if only you knew what was going on out there.

This is where a CRM system comes in.  It will give you:

• a method of managing your customers
• complete 360 degree client view
• helps you to find client and site information quickly
• enables you to view all touch points of communication and history
• tracks sales team members’ scheduling and gives activity reminders
• tracks sales productivity ensuring sales opportunities don’t fall through the cracks
• monitors and tracks individual and team performance
• creates branded quotes in PDF format which can be automatically emailed to customers
• allows you to create a quote on your mobile and for the customer to sign on the mobile straightaway, emailing them a Service Agreement
• reduces duplication of work

What does CRM software do?

CRM software improves customer relationship management by creating a 360° view of the customer, capturing their interactions with the business, and by surfacing the information needed to have better conversations with customers.

The CRM system organizes this information to give you a complete record of individuals and companies, so you can better understand your relationship over time.

At its simplest level, CRM software records customer contact information such as email, telephone, website, social media profiles, and more. When it is connected to an end-to-end system that is designed specifically for the pest control industry, it becomes very useful indeed!

ServiceTracker Pest Management Systems

ServiceTracker is built on the Salesforce platform so it has all this world class CRM functionality we discuss above already built in. In a nutshell, you get the world’s most powerful CRM in addition to an end-to-end system designed by pest controllers for pest controllers

In future weeks, we will be giving you more information about how ServiceTracker can help manage and grow your business more efficiently.

If in the meantime you would like any further information, please

CONTACT US NOW

033 022 31022 or info@servicetracker.uk.com

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:

Contract Sharing Network celebrates national contract

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.

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.”

“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

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.

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

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