We are thrilled to welcome Tolga Tari as the new President and CEO at PSA by Canam Systems. Tolga Tari is a versatile serial entrepreneur, investor, and accomplished business owner, steering ventures across diverse industries and markets spanning the USA, Canada, UK, and Europe. His leadership extends to serving as Chairman, CEO, CTO, and as a valued member of multiple company boards. With an impressive track record spanning 34 years in IT / Software and 15 years in the Property Casualty/Insurance industries, Tolga brings a wealth of expertise to the table.
In his current capacity as the President / CEO at Canam Systems, Tolga eagerly anticipates engaging with PSA Customers and gaining insights into their experiences. His proactive approach reflects his genuine interest in understanding the user perspective and contributing to the enhancement of PSA products.
Steamatic Canada, one of the leading property damage franchise organizations in North America, announced their partnership with Proven Software Applications. PSA is an enterprise-level suite of products designed specifically for restoration contractors to increase efficiency, accountability, and profit. By implementing an ERP solution, Steamatic can eliminate duplication across their network and provide a multi-language solution to streamline all their claim documentation in both English and French.
“We are thrilled to announce that PSA will be the new technology partner for Steamatic Canada, This new partnership will bring an enhanced claim technology and customer experience portal to all Steamatic locations across Canada, this will give our contractors and customers a one stop shop.” said Nancy Raymond – President of Steamatic Canada.
This partnership will help to connect leading-edge technologies for operations, sales & marketing to provide the best-in-class overall claim management experience. “We are very excited to have been selected by Steamatic Canada to help provide a better claim experience. We look to help optimize capturing critical claim information, increase efficiency, accuracy and timeliness across the entire Steamatic network. This strategic partnership further demonstrates Steamatic Canada’s commitment to investing in innovative & forward-thinking technology companies like PSA,” said Ryan Pritchard, Sales Manager of Canam Systems.
About Steamatic Canada
A leader in the restoration industry Steamatic has supported thousands of people, families and businesses to help them recover from the devastating effects of a disaster. In addition to offering the most complete and efficient services in the disaster recovery sector, we are available 24 hours a day, 7 days a week, because we are aware that emergencies occur at any time. For more information on Steamatic visit steamatic.ca or call 1 888 632-4268.
Ce nouveau partenariat permettra d’améliorer la gestion des réclamations et le service à clientèle
Steamatic Canada a annoncé son partenariat avec Proven Software Applications (PSA). PSA est une entreprise avec une suite de produits conçue spécifiquement pour les entrepreneurs en restauration après-sinistre, elle permet d’accroitre l’efficacité, la responsabilité et les profits. En mettant en œuvre une solution ERP, Steamatic peut éliminer la duplication dans son réseau et fournir un système de gestion plus cohérent pour rationaliser sa documentation.
“Nous sommes ravis d’annoncer que PSA sera le nouveau partenaire technologique de Steamatic Canada, chef de file dans l’industrie de l’après-sinistre Nord-Américain. Ce nouveau partenariat apportera une technologie de gestion de réclamation améliorée à tous les franchisés de Steamatic, fournissant une solution tout-en-un pour le réseau.” Nancy Raymond – Président of Steamatic Canada.
Ce partenariat permettra de connecter des outils de pointe pour la production, les finances ainsi que les ventes et le marketing, afin d’offrir la meilleure expérience de gestion de sinistre.
“Nous sommes très heureux d’avoir été choisi par Steamatic Canada pour fournir un meilleur système de gestion de réclamation qui capturera des informations critiques dans le but d’augmenter l’efficacité, la précision et la rapidité de l’information à travers l’ensemble de leur réseau. Ce partenariat stratégique démontre une fois de plus l’engagement de Steamatic Canada à investir dans des entreprises technologiques novatrices et avant-gardistes., a déclaré Ryan Pritchard, Directeur des ventes PSA.
À propos de Steamatic Canada
Chef de file dans l’industrie de l’après-sinistre Steamatic a soutenu des milliers de personnes, familles et entreprises pour les aider à se remettre des effets dévastateurs d’un sinistre. En plus d’offrir le service complet et efficace dans le secteur de la restauration après-sinistre, nous sommes disponibles 24 heures par jour, 7 jours par semaine, parce que nous sommes conscients qu’un sinistre peut survenir à n’importe quel moment. Pour de plus amples renseignements sur Steamatic, visitez steamatic.ca ou composez le 1 888 632-4268
À propos de Proven Software Applications (PSA)
PSA est une solution ERP entièrement intégrée, conçue spécifiquement pour l’industrie de l’après-sinistre. Notre équipe se concentre sur la conception d’outils qui non seulement élimineront la duplication, mais augmenteront la performance, l’efficacité, la responsabilité et maximiseront les profits. Pour plus d’informations sur PSA, veuillez contacter notre équipe de vente au sales@canamsys.com ou composez le (877) 712-2626 X3.
PuroClean Canada, one of the leading property damage remediation franchise organizations in North America, announced their partnership with Proven Software Applications (PSA). PSA is an enterprise-level suite of products designed specifically for restoration contractors to increase efficiency, accountability and profits. By implementing an ERP solution, PuroClean can eliminate duplication across their network and provide a more cohesive ecosystem to streamline their documentation.
"We are thrilled to announce that PSA will be the new technology partner for PuroClean Canada. This new partnership will bring enhanced claim technologies to all PuroClean locations across Canada, providing a truly all-in-one solution for our Contractor network.” said Jason Reiss President & CEO of Puroclean Canada.
This partnership will connect leading-edge restoration tools for production, finance, sales & marketing to provide the best-in-class claim management experience for both contractors and their customers alike. “We are excited to have been selected by PuroClean Canada to help provide next level software tools that capture critical information, increase accuracy and provide real time updates across their entire franchise network. This strategic partnership further demonstrates PuroClean commitment to investing in innovative & forward-thinking technology companies,” said Ryan Pritchard, Sales Manager of PSA.
About PuroClean Canada
With their Canadian Headquarters based in Mississauga, Ontario, PuroClean Canada is a leader in property emergency services, specializing in Water & Fire Damage Restoration, Mould Remediation, Biohazard Cleanup and Emergency work. Serving numerous residential and commercial communities within Canada, PuroClean touches the lives of people in communities across the country by providing 24-hour response to these emergency services. For more information about PuroClean Canada, please visit puroclean.ca or call (877) 261-7876.
New partnership will take customer service and time management to the next level
BluSky Restoration Contractors, LLC, a leading national property restoration company in the U.S., announced a partnership with Proven Software Applications (PSA), to manage all job management activities.
PSA is an enterprise-level suite of products designed specifically for restoration contractors to manage information more effectively between the office and the field while being able to connect directly into the insurance ecosystem to eliminate duplication. The streamlined data is collected across the entire network.
“We are thrilled to announce that PSA suite of products will be the new solution for BluSky restoration. This new partnership will bring a better operations tool to all 61 BluSky locations across United States, providing a completely integrated solution. This partnership will help to bring leading edge technologies into the hands of skilled contractors focused at providing the best possible claim experience from start to finish,” remarked Aaron Rich, Chief Information Officer for BluSky.
“We are excited to have been selected by BluSky to help streamline the collection of information, to increase consistency, accuracy, and timeliness of data across all their locations. This strategic partnership further demonstrates BluSky’s commitment to investing in innovative & forward-thinking technology companies,” said Ryan Pritchard, Sales Manager of PSA. “We look forward to this new strategic partnership.”
About BluSky Restoration Contractors, LLC
Denver, Colorado-based BluSky Restoration Contractors, LLC is a full-service national restoration, renovation, environmental and roofing provider for properties damaged by water, fire, storms and other disasters across the nation. For more information about BluSky Restoration Contractors, please visit GoBluSky.com or call (800) 266-5677.
About Proven Software Applications (PSA)
PSA is a fully integrated ERP solution built specifically for the restoration industry. Our team is focused on designing tools that will not only eliminate duplication, but increase performance, provide efficiency, accountability and maximize profits. For more information about PSA, please contact our sales team sales@canamsys.com or call (877) 712-2626 X3.
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“We’ve seen a significant shift over the past few years with how people are able to learn and adapt to new systems and processes,” said Ryan Pritchard, Sales Manager at PSA. “Companies are throwing away their 700-page manuals and hour-long tutorials for bite-sized pieces of information catered to their standard operating procedures. We live in a TikTok generation that wants access to specific information from the palm of their hands and KnowHow provides that service."
As the leading software for onboarding and equipping workers in the restoration industry, KnowHow is making it even easier to discover how to leverage all the horsepower PSA offers in production, sales, marketing and finance to grow scaling restoration companies.
This means that KnowHow’s extensive library just got a whole lot richer with an extensive library of nearly a hundred step-by-step processes for every aspect of PSA, from its Proven Job Management to Proven Accounting, and more.
“We are obsessed with helping restorers get new workers up to speed faster”, said Leighton Healey, Chief Executive Officer of KnowHow. “With KnowHow, growing restoration businesses reach the full potential of their workforce and software tools by giving every worker ‘instant-access’ to all company SOPs and how-to’s - in a mobile format they love. By partnering with PSA, we’re helping their customers unlock the full horsepower of PSA’s suite of industry-leading products.”
These PSA best practices and procedures are available to every new and existing PSA customer, on their desktop or mobile devices via the KnowHow app. With KnowHow’s step-by-step walkthroughs, you will be able to get new hires up to speed on PSA faster than ever and direct all PSA questions to an ‘instant-access’ app on their mobile device.
For more information on how growing restoration businesses can take advantage of this partnership, contact paul@tryknowhow.com or click here!]]>
We have all heard the term “I don’t need a consultant, they are too expensive, they come in and disrupt everything. In the same breath you are saying to yourself “I have tried everything I can possibly think of to improve this company and no matter what I do, I’m not better off than I was before.” What should you do?
A savvy business owner is one who knows when to get help. There comes a time when your skill set and knowledge gets tapped out. It’s foolish to think you can be a master of all. Typically, the inverse happens and you become a master of none and a jack of all trades. Three common questions we ask prospective clients to help them decide if a Consultant would be the next logical step are:
Whether you are a new company just starting out or a seasoned professional these are just a few of the common problems business owners run into. RMS Consulting can help with these issues. We offer a Free 30-Day Trial Consulting Package to help jumpstart your path to making the changes it needs to be successful. Call 801-559-7144 or click here to email us today to schedule your free consultation.
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In the restoration world, it's easy to make mistakes in the field. Technicians can miss steps and information can go missing. These mistakes can often lead to disastrous consequences for your business such as...
Mistakes can be the difference between a thriving, efficient restoration business and one that is barely getting by.
Fortunately, there's a solution to this problem: documentation. Documentation protects you, your technicians, and your business in the event of a mistake. It creates accountability for everyone involved in the job and ensures that things are done correctly the first time.
Another core reason that documentation is so important these days in property restoration is the shift to third-party administrators (TPA). This increases the demand for timely information that is accurate and auditable. Over the past five years, PSA has seen the TPA volumes triple with new administrators popping up all over North America. This puts the pressure back on the contractor to ensure they are following the rules. When not compliant, this could result in a suspension or penalization.
By giving your technicians the tools and training they need to document with accuracy, you eliminate your biggest problems and headaches. In this blog post, you'll learn 3 steps you can take to create a better documentation process for your technicians.
1 - Make sure all your necessary information is being collected in one central location
Necessary information includes things like insurance paperwork, estimates, invoices, photos, and any other documents that are required for each job. It's important to have a system in place for collecting and organizing all of this critical information. Otherwise, it can be very easy for things to get lost or mixed up.
One of the best ways to ensure consistent information is creating a standard set of steps for every job. This will ensure that all of the required information is always included, and it will make it easier for technicians to fill out without making mistakes. Having a standard set of action steps will also help to keep things consistent from one job to the next. This should be your main goal if you want to eliminate technician errors going forward.
A platform like PSA, Clean Claims, or Xactware allows you to store all your necessary job information (estimates, contracts, details, etc.) in one central and secure location. These platforms also eliminate duplication, allowing your technicians to make less mistakes and find information easily.
2 - Stay informed by implementing remote monitoring technology
If you're not around to constantly check-in on your technicians and jobs, it's critical to have a system in place that does it for you. 24/7 remote monitoring technology gives you the ability to see everything that's going on with your restoration jobs from any location at any time. You can quickly identify and fix problems as they happen, preventing them from turning into bigger issues that cost you and your business money. Plus, being able to track job progress in real-time makes it easy for you and your employees to track efficiencies and get paid on time.
Remote monitoring devices are offered with many job management platforms. Clean Claims, and integrative partner with PSA, is known for the most accurate remote/wireless monitoring in the industry allowing users to remotely monitor jobs with full control of what is happening in every chamber and room. You will know when a homeowner turns off a dehumidifier, a containment has been breached or left open, or if a breaker trips. This gives you ultimate tracking of all information.
Remote monitoring is an essential tool for any restoration business that wants to improve its documentation and prevent mistakes.
3 - Get a reliable job management platform that enforces a process for your technicians
The restoration industry has hundreds of job management platforms that provide different benefits, but if you want to ensure better documentation, you need to find a platform that will enforce processes and documentation for your technicians.
Your job management platform should have a built-in workflow that your technicians must follow for a job to be completed. This could be in the form of digital signatures, required photos, completing a job checklist, or inputting data into forms. Enforcing these processes may seem like more work upfront, but it will save you time and headaches in the long run. By having this process in place, you can be sure that your technicians are doing their jobs correctly and completely.
A system like PSA helps eliminate duplication, streamline the flow of information, and minimize the possibility of errors simply by sharing information. They create more consistency with information when everything can be shared bidirectionally. This will help technicians not miss a beat.
Clean Claims is a job management platform that was built with process enforcement in mind. A technician can't move on to next steps until the current step is done correctly. This gives restoration owners the peace of mind that every job is completed without missing information. With one interactive PDF, you can see all documentation in order from start to finish with time stamps of all information.
Xactware is another reliable system where information cannot be duplicated across property estimating, collaboration, job management, and other services. They ensure all information is secure and kept in one place, giving you the effectiveness you need to run your business.
The bottom line is that perfect documentation is essential to the success of your restoration business. Technician and employee mistakes are costing you additional time and money. By putting in the right technology and tools to help your technicians, you can solve your biggest headaches and create a more efficient business.
]]>It will update critical job information, dates, attachments and notes that will sync back to the web. Information captured on mobile can be sent directly into XactAnalysis or Claims Connect to eliminate duplication and streamline workflow processes between the office and the field. Workflow criteria will be presented as a checklist of items that can be completed based on priority or remaining time.
In addition, we have also updated the look of our attachments screen for optimization of additional photo thumbnails, videos and documents. Making it easier to navigate and download previously captured information.
A quick select menu has been optimized at the bottom of the app to quickly navigate throughout your job file, PIC along with a sync icon that will identify when information is syncing or items are pending to be sent back. The job scheduling will also have a new look and feel to view daily and weekly appointments with the ability to expand visibility to see more information. E-forms will allow customers a better presentation style to preview documents while on screen.
Existing Proven Smart Tech Mobile users on iOS and Android based devices will be able to download the new Proven Jobs Mobile app starting this month. However, please note that in order to switch to the new Proven Jobs Mobile app, an appointment with our Training and Support team is required in order to migrate all your existing data over. Contact us to learn more about the new Proven Jobs Mobile app.
Proven Software Applications (PSA) powered by Canam Systems is a fully integrated ERP solution built for the property restoration industry. Our team is focused on designing tools that will eliminate duplication, increase performance, and maximize profitability. Our collaborative effort with GUS is based on a long-term partnership to provide a truly eco-friendly solution that will remove the need for paper and directly connect into the insurance ecosystem. Canam Systems and GUS look forward to this great new strategic partnership that will take leading software solutions and customer service to the next level.
]]>Human Resource professionals within the cleaning and restoration industry have collectively been largely impacted by the havoc caused by that of the COVID-19 global pandemic. One major component of this is a spike in employee turnover rate which is currently at an all-time record high. Other key factors have indeed played into the 2021 – 2022 Great Resignation, but we need to remain cognizant and be sensitive to the fact that today’s team members are dealing with new struggles that weren’t as common and prevalent as little as 5 years ago. Struggles with mental health and wellness, company culture, dynamics of a team, remote and/or hybrid work, burnout, and increasing technology demands all play a correlated role in why good people and why good talent leave their jobs.
Salary vs. Making an Impact
In a recent book that I read, according to the Co-Authors of Why Workers Quit, Leighton T. Healey and Travis Parker Martin, today’s worker is demanding change, and it is our responsibility to ask the right questions to determine what that change is and how we can cultivate it. We can start by understanding the frontline workers prospective. According to the Restoration Workforce Survey: 2022 that is powered by The KnowHow Team, it has been determined that a vast number of workers today care less about salary, and care more about making an impact on others that surround them, in addition to desiring a healthy team culture. In the wise words of Zig Ziglar, “You can have everything in life that you want, if you will just help enough other people get what they want.” Being kind and leaving a positive impact on those that surround us, whether external customers or internal team members, have a direct correlation to the happiness of team members, thus increasing employee retention rate and decreasing employee turnover rate.
Adopting New Technologies
Another key factor that plays into the success of team member retention is adopting new technologies. It is no secret that adopting a new technology is one of the top 5 challenge areas amongst many cleaning and restoration companies, but the great thing about embracing new technologies is they create consistency, efficiency, systemization, and allow team members to be more effective in their roles which allows them the space and ability leave that positive impact on others that they so greatly yearn to do. While adopting new technologies is a challenge, it is also proven that top talent will stay at their jobs when they are challenged, involved, trusted, and on a mission to impact the core. The restoration industry is constantly evolving and is an unashamedly growth-oriented industry.
Structure
Today’s worker desires STRUCTURE. Adopting and embracing new technologies can cultivate that need and desire for structure and organization. Much of the technology in the restoration industry centers around documentation for different aspects and components of the project. This type of documentation makes it easier to hold team members accountable, ensures execution, and demonstrates the scope of work to key stakeholders such as customers, Insurance Companies, Adjusters, and even Third-Party Administrators which in-turn also provides the structured parameters and framework that today’s worker desires. While introducing new technologies can be challenging, with the PSA ERP System there are numerous tools and features designed to create a structured framework that creates areas of accountability for managing your restoration projects, customer relationships, and accounting/finances. We have a specialized Training and Support Team that desire to assist you and your team in reaching your goals of adopting new integrated technologies that can play an important role in employee retention. To learn more, please contact our team at sales@canamsys.com. To learn more about Why Workers Quit and “other powerful insights from the largest workforce survey ever conducted on the restoration industry”, please visit The KnowHow Team.
]]>Throughout the month of May, we will be sharing some love and care with our community and we hope others will join us in performing acts of kindness too! You can do something nice to put a smile on your spouse's face, cheer a friend up who has had a rough day, send a care package to a neighbor who is ill, or simply buy a stranger a cup of coffee. Invite your friends and family to join the movement today and everyday!
There are many ways we can restore kindness and make a positive impact on the world. Think outside the box! Our team members will be sharing some ideas on our social media too, be sure to check out our Facebook, LinkedIn or Twitter accounts!
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Proven Software Applications (PSA) is a fully integrated restoration management solution built from the ground up for restoration contractors to increase efficiency, improve accountability and, maximize profitability. With a complete suite of software including job management, CRM, accounting, customer communication, and analytics tools, PSA helps restoration companies take their business to the next level.
For the full article and podcast, please visit https://www.randrmagonline.com/articles/90076-secrets-to-successful-software-adoption-for-restoration-companies
]]>The restoration industry has always been unique. Your business is restoring people’s lives and properties, but often, the insurance coverage dollars that are paid out to property owners are what keep the restoration industry running.
Admittedly, there are many ways to play the game. The restorers who are going to excel and take advantage of the opportunity this industry offers, are the ones who know who controls the money and what their goals are. The truth is, regardless of whether you are on program work or not, the money still mostly flows from the insurance company to the property owner.
Insurance companies are established financial institutions that manage risk, and the claims departments are the necessary mechanisms used to distribute funds. Similar to finance, the insurance industry is highly-regulated, requiring detailed and accurate reporting in order to manage a huge volume of financial transactions, financial liabilities and balance enormous risk. Working with inaccurate and incomplete field data is a huge drain on their resources and significantly increases their risk, so naturally they don’t like it. Their success depends on the quality and completeness of the information they receive.
Similar to an accountant who wouldn’t help you avoid paying taxes without supporting documentation, insurers can’t pay your invoice without sufficient evidence that would stand up to an audit.
From a restorer’s perspective, is your invoice fully justified? Do you have sufficient proof of the scope of work you did? Would there be additional questions needing to be answered that could throw a wrench in the works?
Not only are insurers relying on the data you provide to settle claims, they’re also using it for predictive analytics, forecasting and reserving funds. In other words, data accuracy is key.
Though it feels as if you’re not being paid to do that level of documenting, when your documentation passes their audit test, you’ll get paid faster and in full, avoiding the stress of being scrubbed due to lack of information, lack of supporting evidence, reasoning, or numbers not adding up. I believe that most restorers would be shocked at how much of an impact focusing on the accuracy and completeness of reports could have on their profits. Having more accurate reports drives greater operational efficiency which again, will lead to increased profits.
So how can you improve the accuracy of the data you’re submitting?
It’s actually quite simple: shift from being on the defensive to the offensive.
First, you need to look at where your data originates, and then assess the tools you and your team are using to capture it. For restorers, your data originates mostly from the field—on the job site is where you make or lose money. To fully justify your work, it’s important for you to include verifiable timestamps and visual evidence. This leaves no room for questioning or doubt. For you to achieve this level of indisputability, your PM’s and technicians need a documentation tool that easily records critical job information, as they work, without requiring hours of training.
If the technology you implement isn’t making life easier or more efficient, what’s the point?
Encircle is the only company that has an all-in-one Field Documentation Solution (FDS), designed specifically for the hands-on technicians and PMs, so they can embrace the documentation process and capture data that stands up to any scrutiny.
Most people in this industry are proud of the work they do in the field—an effective FDS will help them improve their work quality and do the heavy lifting of reporting on the work they did. It will help them show their work off to office administrators and ultimately demonstrate to the reviewer that the work was done right, so you’ll get paid faster and at a higher percentage of your invoice amount.
Recently, I had meetings with some TPA’s and carriers as we were introducing Encircle’s new Hydro workflow. They were discussing how data that verified that the field work was done correctly, collected in a more accurate manner, would speed up their review process. If contractors had a better way to gather and submit more detailed information to them, the entire process could be easily streamlined.
Long story short, the opportunities exist regardless of whether you serve the program work of a carrier or TPA or if you choose to keep your business independent of those streams. The only question is, do you understand the power that proper data acquisition in the field can generate for your business’ bottomline? Implementing Encircle’s Field Documentation Solution into your business unlocks the ability to efficiently capture field data and generate detailed reports in just minutes, and get you paid quicker.
Take control of your business, take control of your financial freedom, and learn how small changes to your processes can result in major success.
]]>Over the years our offerings have grown from a base Accounting Software into a full ERP suite of products. Launching February 2022 “PSA” represents a complete suite of Proven Software Applications committed to delivering reliable web-based tools that are directly integrated into the Insurance Eco-System.
Canam Systems recognizes the need for integration sharing critical information as a result to reduce administration and improve accountability to maximize profit. While our core values have not changed, we continue to improve our tools to better meet the needs of the industry. In addition to this rebrand, you will also see changes to our existing product name, logos and colors in an effort for our customers to immediately recognize our products across multiple platforms (web, mobile, and desktop)
“PSA has a series of exciting software launches and updates in store for 2022. This rebrand will mark an exciting time for PSA and our users who have long waited for the completion of our ERP suite. Rest assured these changes will have no impact on the service of our products, ongoing support or training. We are committed to continuing to provide our customers with great products and a service experience.” said Scott Pritchard, President & Founder of Canam Systems.
With our new look, we are excited for what the future holds in store. Continuing to provide Restoration Contractors with the tools they need to succeed. For more information visit our website www.canamsys.com to explore our suite of products & new look.
About PSA: Proven Software Applications provides restoration contractors with a complete ERP solution that includes Job Management, CRM & Accounting. These tools have been designed specifically for the property restoration industry. PSA also provides integration with Xactware’ s XactAnalysis, Core Logic Symbility, Encircle along with many other industry-related tools.
Media contact:
Hollie Leong
Marketing & Communication Specialist
Hollie@canamsys.com
877-712-2626 X408
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All that effort was to better understand how well an organization did at supporting and facilizing their clients’ needs and expectations.
Good reputation vs bad reputation
Customer feedback has always been the cornerstone of the service industry, inclusive of the property restoration business. Companies that deliver a great customer experience thrive and generate significantly more reoccurring business from existing customers and vendor referrals. Those that suffer from a bad reputation, or no reputation at all, typically fall by the wayside and struggle to bring in new opportunities from online sources.
Today’s shift in customer service experience
The average rate of returned customer feedback is about 20%, which means that most surveys sent out are left unanswered. Although the evolution of technology has not increased this number drastically, it certainly has provided an easier way to voice your opinion online. The shift today is that consumers are more likely to make a decision based on a company’s online user reviews. The unfortunate truth is that customers are three times more likely to leave a review if they had a bad experience rather than a good one.
As all customer facing contractors know, it takes only one unsatisfactory interaction to throw off the entire customer experience. Believe me when I say that it is harder to repair a bad customer experience than dealing with an issue head-on and ensuring you do everything you could to make it better.
Start being proactive today
These days, more restoration businesses are asking “what can we do to deliver the best customer experience possible?”. The answer in the Property Restoration industry is simple. Firstly, change your business culture from a reactive one to a proactive one. Secondly, there is no such thing as gathering too much customer feedback. It is all in the approach to setting proper expectations, communicating constantly, and providing access to real-time information. Provide an opportunity to capture feedback daily, so when anything comes up, it can be responded to right away, instead of waiting until the job is finished. Why wait till the end of the job to find out that since day two the customer has not been happy with our service?
Make important information easily accessible
We now live in what I like to call the “Tik Tok” generation of customer service. Customers today don’t want to see every detail, they just need the critical pieces, just enough information that could be shoved into a 15 second video and easily consumed. Modern day customers rarely read through entire emails but are 35 times more likely to read a short text message.
Customers want to feel that they are kept in the loop and have access to answers from the palm of their hand. Today’s customer is more far more tech savvy and the majority of the information they consume comes from a smart device.
Don’t avoid or be afraid when problems arise
Speaking from the perspective of a service business such as restoration companies, clients need to feel that they are important and valued. They want to have access to a live person when they have questions or need more information. The technology of today provides restoration contractors with the ability to connect with clients to provide updates, gather feedback, and demonstrate a more proactive service. This doesn’t mean that issues and problems won’t arise, but it is the companies that are able to identify these issues and response quickly that will turn an unsatisfactory service into a positive customer experience in a timely manner. Today’s restoration businesses can’t afford to keep the old mentality of “we don’t put out the fires until we smell the smoke” and only take action after the bad reviews roll in.
I believe that great customer service doesn’t have to be a complicated matter. It boils down to a change in business culture assisted through the power of technology. It starts with acknowledging that we are all in the service business and that means we put the needs of our customer first and that we care about providing them with a great experience. It is a concept that is not being afraid to admit when something goes wrong, or somebody makes a mistake. It is a willingness that puts egos and pride aside to ensure that the customer is properly taken care of and that everyone in the restoration business should carry the same vision. We are here to serve restoration contractors and help them deliver the best customer experience possible. Contact us today for the right restoration management tool to take your customer experience to the next level.
Written by Ryan Pritchard, PSA's Sales Manager
]]>Over the past eleven years, I have been dealing in software sales & technology implementation for Restoration Contractors across North America. Throughout this journey I have come in contact with many experts in the field of software development and process consulting that all play a critical role in how to properly vet the right technology for your restoration business.
The first place most businesses start to investigate is the “why”. Why do we as contractors need technology? This usually stems from identifying deficiencies within their business pertaining to breakdowns in process, behaviors or customer experience and are looking for ways to resolve. They understand that something isn’t working as effectively as it should but can’t exactly pinpoint where the breakdowns occur and how to properly address it.
Next, they determine “what” they hope to have this new technology accomplish? With an in-depth knowledge about the restoration industry as a restoration management solution provider, we assisted in creating a technology checklist of things that would need to be reviewed while evaluating which technologies would check all the boxes. Followed shortly thereafter by “Who” would champion this project. As for the “How & When” these are usually established once a plan is in place, to determine a realistic timeline on how long it will take to successfully transition.
As part of the vetting process, we have worked with a lot of outside companies that tackle the underlying issues within the industry and consult on what needs to be put in place prior to introducing technology. As a software vendor I can tell you I am limited as to what I can recommend or demand a business change before overlaying the necessary tools. Simply put nobody wants to be taking business advice from their technology partner. As such it puts us in an awkward position of having to breach certain subjects carefully.
Having partnered with a number of great consultants, one of the best I’ve worked with is JCMH Consulting, who has been working in Restoration for over 30 years. Our collaboration has allowed us to help countless contractors better manage the technological transition. Together we also collaborated on a “Technology Checklist” that helped contractors evaluate the best tools for their company. This checklist was broken down into 3 main stages:
Stage #1 – Ask the Right Questions, Before Making a Change.
Let’s start by “asking the right questions.” In today’s modern age, there is an abundance of different technologies that are available for almost anything you can think of. However, not all these tools are designed for the Property Restoration industry. Although they may be adaptable, they are unable to provide the connectivity needed to truly eliminate duplication and connect within the insurance eco-system. In this industry, integration is key. Due to the level of details required and time sensitivity, technology needs to automate. Like any good technology, it is designed to make processes more efficient, provide stronger accountability, and reduce the need for constant administration. Above all, tools need to be flexible and easy to use as not one size fits all.
Stage #2 – Understand what is required, As You Prepare for this Transition
The next item on our list is do you “understand what resources are required” to facilitate such a transition. Cash, People and Structure are the three main pillars. Contractors should evaluate each of these areas before even starting the transition.
Does your business have the capital to weather the storm financially?
Do you have the right people in place to support and manage this transition?
Does your business have the right underlying processes & policies in place to support this transition?
It is also important while looking to ask your peers and evaluate what has worked for other contractors. Get a second opinion as this is an industry that is not afraid to tell you what works and what doesn’t. Seek information from other contractors, consultants or references when making a decision.
Stage #3 – Plan for Overcoming Challenges & Position Your Team for Success
Last but not least, do you have a plan in place to deal with “overcoming challenges” so that you can position your team for success and derail those who will try to mutiny. How do you plan to address staff resistance, promote buy-in, and ensure that staff understand the benefits this technology will deliver? Provide the proper context as to the challenges you will encounter, ensure a structure in place to educate, support and train. Time is a luxury that nobody wants to waste so make sure a proper amount of time is allocated prior, during, and after the transition.
Technology by itself doesn’t solve problem or manage people. It is an extension of your business and one that requires people to operate and information to run. As a technology provider we are always looking for new ways to innovate. Although we are great at designing tools, at the end of the day it’s the front-line people using it who should be driving the direction and functionality.
Features aside, when you are looking to embrace new technologies, you really want to treat this like finding a long-term relationship. One that you feel is both a good fit for your business, but also for your culture. Tools are only as successful as the people who use them, so you need to make sure that there is a structure in place that can support it. Above all, having someone you can trust that shares your vision and will go above and beyond to exceed expectations. Contact us at sales@canamsys.com if you'd like learn more about the different technologies available to the restoration industry.
]]>The global property restoration industry is made up of some of the most talented and caring individuals. Restorers make themselves available 24/7, helping people and communities get back to normal during times of crisis. These hands-on professionals are experts in mitigation and construction, navigating the physical world better than most and using tools to accomplish what oftentimes seem like impossible tasks. With an increasing number of severe weather events and natural disasters, we need restorers now more than ever. Operational efficiency is key to helping them do what they do best -- finding the source of problems, mitigating risks, and restoring structures that have been damaged.
How can we help increase efficiency? For most restorers, like construction contractors in general, the client comes first. Administrative tasks, especially the administrative overhead that comes with doing insurance and TPA work is secondary to the job that needs to be done for the client. The challenge for restorers doing insurance and TPA work is that if the job isn’t properly documented and reported, they won’t get paid for it. Failure to establish good documentation practices leads to lower profits and even financial loss. Without a seamless flow of data from the field documentation solution to the job management system, restorers will struggle to meet the KPI requirements of TPAs and carriers.
For years, leading job management software providers have recognized this administrative challenge and promised to deliver a single solution that makes it easy to flow data from the field back to the office in a way that was easy to use for everyone. While these were great promises, many restorers were left frustrated when these solutions failed to deliver when put to the test in the real world of restoration. The software vendors weren’t able to deliver an easy to use and highly reliable mobile experience for PMs and techs to execute on good documentation practices in the field. This wasn’t for lack of money, time and effort on behalf of the software vendors, it was simply due to the complexity of building one system that meets the usability requirements of both the administrative users in the office and the tactile-oriented users on the job site.
What has been made abundantly clear over the past 5 years is that there is no one-size-fits-all software solution in the dynamic world of restoration. That is why the recent movement amongst leading vendors like Encircle, PSA, Phoenix, E3 and many others is critical to helping restorers meet the increasing administrative demands of the market they serve, run profitable businesses, while continuing to serve their clients at the same high caliber. A cooperative approach by technology vendors addresses the two main software challenges that exist today for restorers:
Suboptimal singular software solution: Settling for a suboptimal solution that doesn’t meet the requirements of different team members simply because it is “all-in-one”.
OR
Inefficiency of multiple software solutions: Lack of automation and integration leads to entering data in several different systems, increased errors, and high administrative costs.
As a restorer have you ever asked why it’s so hard for the systems you rely on to run your business to be integrated? This is a reasonable question with no logical answer other than the desire and commitment of technology providers to make it happen. Some will hide behind the veil of security concerns, while others hide behind empty promises of future development that will finally deliver everything together in one platform.
The truth is, it’s simply not possible for one provider to deliver on all of the needs of this complex industry. It’s time to stop with the empty promises and do something truly meaningful to help restorers gain control over their business operations from field to office. I believe the software vendors who embrace an open ecosystem approach to supporting the restorer will ultimately prevail over those who are actively resisting it. Meaningful change happens one step at a time and I’m proud to be working with companies like PSA to truly serve the needs of restorers.
A restorer-first approach is the best way to deliver meaningful results across the entire property claim ecosystem. Good data starts with the restorer and when we make it easier for the restorer to capture, compile, and share the required job-related documentation to the TPA, IA, and carrier, there is trust and transparency across the board and the outcomes are better for the property owner.
To learn more about the integration between PSA and Encircle, click here to speak with a PSA expert.
Paul Donald is the CEO and co-founder of Encircle Inc, the global leader in mobile and cloud computing for the Property & Casualty Insurance industry. With a vision of bringing trust and transparency to the claims process globally, the Encircle field documentation solution empowers restorers in the field with a tool to easily collect, collaborate, and share data in real time -- aligning restorers, adjusters, and carriers around a single-source of truth. Encircle delivers greater efficiency and productivity, helping organizations unlock the full potential of their teams, drive higher customer satisfaction, shorten cycle times, and improve operating results.
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Before you can schedule a project, you need to budget that project to ensure the respective Sub-Trades will work within your budgeted scope. PSA is designed with specific features to help you and your team succeed in both budgeting and scheduling.
Budgeting
The Proven Job Management Work Orders Tab is one of the most effective ways that Contractors can systematically budget jobs in terms of estimated revenue, agreed upon cost, and anticipated gross margin percentages per job type. Work orders can either be manually created or imported from an Xactimate or Symbility estimate. A budget is imperative to anticipate the total cost of any given restoration project, whether it is insurance related or a personal remodel. A well bought-out budget often determines how quickly a project can be completed and the level of skill that needs to be hired in order to complete the project with quality and consistency top of mind. Budgets should be thoroughly pre-planned to allow General Contractor’s and their Sub-Trades to be productive, efficient, all while keeping overhead and profit into consideration as well.
Scheduling
Once the budget has been bought-out and is finalized, the next step is to schedule your Sub-Trades. By using Proven Job Management’s Advanced Scheduling tool, this allows Contractors to view each work order in a Gantt Chart view and begin organizing the project with start and end times for each related trade. This tool easily allows for users to enter the scheduled work order duration, expected lag times, and systematically notify the Trade Partner/ Sub-Trade of scheduling expectations. Most importantly, the Advanced Scheduling tool integrates with Contractor Connection Job Track and allows you to sync project milestones from Proven Job Management to the Job Track portal. The Advanced Scheduling feature is a powerful tool that helps you better organize, communicate, and sets you up for success by beginning with the end in mind.
To learn more about work order budgeting, scheduling, or the Contractor Connection Job Track integration and to gain a better understanding of how these features can boost efficiency and productivity for your business, please email sales@canamsys.com.
Written by Taylor Carmichael, PSA's Technical Content Developer
]]>Starting November 1st, 2021, all existing and new Proven Job Management users will be able to opt-in to Proven OnSite - a brand new application that allows restorers to connect directly with their clients, providing real-time GPS updates on travel time, alerts for site arrival, and work completion. This application also allows for SMS text message communications that get logged directly back into the system. This feature also provides customers with an online survey option that can be filled out directly from the field using any smart device. These results will automatically come back to your job management system to provide a detailed audit. This new technology will take your customer service experience to the next level!
Proven OnSite enables restoration contractors to:
This exciting new software application by PSA is another innovative way to help restoration contractors increase customer satisfaction, improve accountability and streamline communication between the contractor and their customers.
Contact us now to find out more! Or email sales@canamsys.com
]]>It all began with disconnection
PSA as a technology developer, we are always on the look for innovative ways to increase efficiency and automate manual processes for restoration contractors. When our team jumped into this industry back in 2002, we realized very quickly that it was disconnected in its ability to share information. Back in the early 2000s, there was only a handful of tools that catered specifically to the restoration industry - a scoping tool known as Xactimate that provided pricing for estimates, a Job Management system known as JPP that handled the production cycle, and a few generic accounting systems that managed the financial side. Each platform operated as a separate island of information, disconnected from the central hub and unable to communicate with each other. Although these tools were designed to streamline the collection of information, they were also creating a significant amount of duplication, requiring users to copy information from one software platform to another. Statistically 2 out of 100 keystrokes is an error, couple that with the amount of re-entry required and you create inconsistencies throughout the job cycle.
The need for mobility
More importantly, contractors are by nature constantly mobile, spending most of their time bouncing between the office and the field. Over 80% of them still record portions of their information on paper or through other manual processes today. Whether it was jotting down scope details, sketching out a floor plan, or logging mitigation readings, these paper-based processes limited the visibility of what happened on a daily basis. Combined with a reactionary culture, it created a workflow that was driven based on historical information where fires popped up everywhere both literally and figuratively all while driving production with their hands on the rear-view mirror.
The extra layer of complexity for compliance
As the industry started to mature, it required more detailed documentation, daily communication, milestone updates, and an increased demand on maintaining compliance and customer satisfaction. Customers from all angles demanded more timely information and access to the finite details. It was during this time we saw an increase in the number of Third-Party Administrators (TPA’s) which added another layer of administrative complexity to each program job a contractor received. Making it even worse, each program had a different set of unique compliance criteria forcing contractors to double down on administration to stay compliant.
The emergence of new technology
That was the moment we realized, as a technology developer, there needed to be a better solution. A centralized system that would provide restoration contractors with all the tools they needed to be successful. One major challenge to overcome was that a lot of the existing tools were being mandated. This forced the contractor’s hand as to what system they had to use to receive claims and have estimates approved. Our first integration started back in 2002 with Xactimate allowing contractors to import estimates, create work orders, and automatically set budgets. This space was dominated by Xactware and only in the last few years have we seen competition from CoreLogic in Canada and in the U.S. This has more recently opened up the possibility to integrate with XactAnalysis & Claims Connect in an effort to close the gap between the carrier and the contractor.
That said, it is exciting to see the industry explode with world-class technologies focused on specific elements of the claim life cycle. Mitigation solutions like Encircle, E3, MICA, and XactScope, aerial imaging services like Eagleview, and 3D tours solutions like DocuSketch and Matterport. Many contractors have eagerly jumped on board with these new technologies. However, the next hurdle is to ensure each of these solutions connect into the Insurance Ecosystem and avoid adding to the disconnect that already exists in the overall flow of information.
The evolved need for information sharing
As technology advances, so does the need for collaboration between technology providers in order to promote innovation and provide contractors with a choice. Back in 2018, a group formed known as the “Property Insurance Restoration Conference” (PIRC) whose efforts focused on standardization of both process and information in the restoration industry. It was comprised of a number of software vendors, carriers and contractor franchise groups. Although this is still a work in process, it is something this industry strives to continue to work towards. Through these efforts we have started to see a lot more connectivity between software partners who embrace integration and collaboration as a critical piece to drive innovation and technology to the next level. Paul Donald, CEO of Encircle, and one of our collaboration partners mentioned "The restoration industry recognizes that there is no one-solution provider that can do it all. Yet the alternative of choosing multiple software systems that don't talk to one another is frustrating and inefficient. Integrations, such as PSA and Encircle, are critical to putting restorers first -- allowing them to be in control with the flexibility to choose the best-of-breed technologies."
Even with the willingness for software vendors to collaborate, we have seen a lot of consolidation of technology providers in the past few years along with carriers and TPAs who are building proprietary systems. As we take one step forward, we also take two steps back in our efforts to collaborate and help share information. Despite the fact that most modern technologies are designed to be able to connect and integrate seamlessly through web API’s and other connection applications, there is still a significant amount of hesitation in allowing data to be shared.
In conclusion, there is no technical reason why, with the level of connectivity that is available today we cannot work together, collaborate, and provide the industry with the ability to choose the tools they believe are the best in class to help them succeed. Whether it be from the carrier or TPA to share claim details or estimate pricing, some say it boils down to a matter of security and privacy. Perhaps it stems from a reluctance to foster innovation outside their gated systems. Where other industries have succeeded in this effort, restoration is not one of them. Unfortunately, I do not have a crystal ball that can tell us what the future holds for the Insurance Ecosystem. I for one am a hopeful optimistic that says together we can be part of an industry that promotes open systems and encourages innovation in an effort to better the customer experience and provide more opportunities for growth and profit in the property restoration business. I believe together and through the advancements of modern technologies we can take what is still disconnected and make it a connected and complete ecosystem where all parties in the restoration industry can thrive including the policyholder.
Written by Ryan Pritchard, PSA's Sales Manager
]]>Matterport: Matterport delivers accurate, transparent, fair documentation, and valuations. Matterport assists to save time, cut costs, and close claims much faster. In addition to 3D imagery, Matterport also offers Matterport TruePlan™ which generates SKX files in both floor plan and 3D views from Matterport models that can be easily imported into Xactimate software. Restoration contractors and insurance adjusters no longer need to manually measure and sketch properties to determine the value of the property loss, and estimate repair and rebuilding costs. Their TruePlan add-on service delivers an accurate Xactimate-compatible file (.SKX) within 48 hours of being ordered from the Matterport platform. For additional information on how this product can assist in the insurance restoration industry, please visit https://matterport.com/industries/insurance-restoration.
DocuSketch: DocuSketch™ is built specifically for restoration professionals and is an all-in-one app that includes 3D documentation, sketching, scoping, and estimating. DocuSketch™ Quick-Capture Technology allows you to create detailed 360° panoramic photo tours in less than 20 seconds per room. DocuSketch not only provides 3D imagery, but it can also do sketches for you! Simply upload your 360-degree images within the DocuSketch application and their technology will create Xactimate ready digital floor plans in the format of an .esx file. For additional information on how this product can assist in the insurance restoration industry please visit https://docusketch.com/.
With both Matterport and DocuSketch capabilities, there is no longer the need to take hundreds of 2D photographs from your smart phone, complete manual measurements, have multiple site visits or repeat hand-drawn sketches. These products offer precise loss documentation to help speed up the life cycle of a claim. PSA integrates with both Matterport and DocuSketch. Within each job in Proven Job Management, you have the ability to view the Matterport Walkthrough or the DocuSketch Tour right there within the job itself without having to navigate to another website to view the virtual 3D imaging. To learn more about this integration and how this product can increase your business efficiency, please email sales@canamsys.com.
Written by Taylor Carmichael, PSA's Technical Content Developer
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1. Over-Production
2. Transportation
3. Excess Inventory
4. Defects
5. Over-Process
6. Wasted Motion
7. Customers Waiting Time
8. Unused Employee Potential
Think about it; how is your team actively producing waste today? You can look at nearly any process, identify an area of improvement (i.e., waste), and develop a plan to make that process more efficient. Paul’s motto is, “How to grow people and build a lean culture.” They key word there is LEAN. “Lean thinking presumes that everything can be improved continuously.” What process can you lean up?
PSA can be that conduit in assisting to identify a waste and automating that waste to eliminate it. For example, are you a restoration contractor that partners with Xactware, yet you don’t take advantage of the API integration to your job management software? One could argue this has the potential to result in three wastes, defects, wasted motion, and customers waiting time. How can you eliminate this waste?
How PSA helps restoration contractors eliminate waste
PSA integrates with both XactAnalysis and Xactimate (Xactimate Online and X1 versions). XactAnalysis has the ability to export an assignment to PSA and within PSA you can import that assignment and instantaneously sync notes, photos, documents, photos, and dates. Update ONE business system software and with the power of automation, this integration will update TWO separate platforms with one click. COMING SOON: In the near future, PSA will offer the ability to import an XactAnalysis assignment and a job will be automatically created based upon the software reading the assignment details. This eliminates wasted motion by eliminating clicks. It also eliminates defects because your team no longer has the need to manually hard-key important assignment details into the job file. Statistically 1 out of every 100 keystrokes is an error, which is multiplied by the number of times information is duplicated.
How PSA increases efficiency for restoration contractors in their daily production
Xactimate has the ability to export an estimate to PSA and automatically create work orders organized categorically. The work order system is one of the most important and effective ways to budget projects, track job costs, and track scheduling items. The work order system is designed to specifically budget and record what your sub-trades should be paid for work performed and PSA can assist in automating this integral component of job management.
In the wise words of Bill Gates, “Automation applied to an inefficient operation will magnify the inefficiency.” PSA offers many features and API integrations for restoration contractors to magnify an inefficient process, automate that broken process, and eliminate waste.
Take advantage of API integrations in your technology tools
While the Xactware integration is a large component of PSA (Proven Job Management) automation, that is not all we have to offer! Proven Job Management specifically also has the ability to integrate with Contractor Connection Job Track, Camcode, CoreLogic Symbility, Encircle, Invisi-Tag, Logikos, Matterport, DocuSketch, Metal Craft, and Quickbooks. We strongly encourage you to take advantage of these API integrations. These will assist in increasing efficiency, eliminating waste, and maximizing your team’s productivity, thus improving your bottom line. For more information on how you can utilize PSA to eliminate waste and automate your business processes, please reach out to sales@canamsys.com.
Written by Taylor Carmichael, PSA's Technical Content Developer
Did you know that online training and boosted workplace morale go hand in hand and have a direct correlation to your team member’s happiness and your bottom line? Due to the pandemic, many team members, especially the administrative staff, are finding themselves working remotely from home. The feeling of isolation, not feeling motivated, struggles with work and personal life balance, as well as team members lacking confidence in their own abilities and skill sets.
With all those pre-existing feelings, struggles, and insecurities, throw on implementing a brand-new software or business system to your staff. You could potentially have a recipe for disaster due to the inability to have in-person, hands-on training with your team members. That is where we introduce online training and e-learning to optimize team member happiness and learning retention.
Boost confidence & social well-being
We are all human, and we thrive on communication and collaboration with one another, not being stuck at home working remotely in solitude. Hosting online training and learning opportunities for your team members not only boosts their confidence by learning additional skillsets, but it also creates an impactful learning experience and increases their social well-being. Like I said, we are human, and we do crave communication with our peers. Online learning, whether that is individual e-learning or group e-learning, builds comradery amongst your team, initiates social dialect through online chats, and promotes a fun, friendly, competitive atmosphere especially if your online training earns your staff points by finishing each learning course or module.
Increase productivity & reduce turnover rates
Creating online learning experiences for your team members can have a positive impact on their job performance by increasing productivity as well as reducing employee turnover rates. A high turnover rate can be very costly due to hiring expenses and the cost of retraining brand-new people; time is money. Investing in team member’s professional and personal development assists in reducing turnover rates, helps with team member retention, and the team members that you retain are more valuable to your business because they are now invested to your company culture. When you invest in your team members, they return the favor and invest in your company. When team members feel valued, their contribution and performance increases. “Clients do not come first, employees come first. If you take care of your employees, they will take care of the clients.” – Sir Richard Branson.
Did you know that PSA offers online training and support packages that can be widely beneficial to your staff? If they are unsure of a topic or a need help with a specific area of our ERP solution, we are here to help guide them and provide the online training experience that they need. Or for an individual learning experience, especially when on-boarding a brand-new employee, we also offer an online learning management portal that helps lay the foundation of our software and provides the basics. “You have to walk before you can run”, and that is where Proven Academy can assist. If you are a restoration contractor looking to boost team member morale, increase team member retention, and begin investing in your team member’s professional development, please reach out to sales@canamsys.com.
Written by Taylor Carmichael
]]>…and the rest was kept in memory and travelled through word of mouth?
In 1995, Xactware released a data analytics tool, XactAnalysis, which acted as a communication bridge between contractors and carriers to share claim information. From its inception, it took close to 6 years for the industry to embrace this new digital tool. By 2001, there was finally enough data to start benchmarking industry averages. The numbers collected were based on submitted job files across North America and number don’t lie:
|
The number of days |
from claim received to a customer was contacted |
11 |
from customers were contacted to inspection |
13 |
after the inspection till an estimate was written and returned |
33 |
Over the last three decades, we saw trends of paper consumption being tripled. Even today, 90% of all information recorded in business is still captured on or printed to paper. Shocking?
The use of pen and paper had greatly reduced the efficiency of restoration contractors in retrieving information and reacting to crisis in a timely manner. As a result, restoration companies struggling to keep up with administration require an increase in staff as they scaled.
In the early 2000s, the industry exploded with a plethora of different software solutions, each one managing different aspects of business. Claims intake, file management, moisture tracking, content inventory, job costing, mobile apps, CRM and more. All provided a better way to increase the contractor’s visibility.
But here comes another issue… change resistance. I am sure we all would agree that the restoration industry was populated with contractors who were resistant to the use of technology. Let’s not forget that even with the latest and most advanced technology, constant data input from users is still required to manage data efficiently and receive meaningful information.
No doubt that those that leveraged these technologies became more efficient at coordinating and responding to the rapidly changing industry. The speed of information processing steadily increased along with expectation to record more data and react more quickly. However, the need to provide real-time updates and communications to customers required these systems to stay connected.
Hence, smart devices emerged and became the new tool of choice, opening the door for contractors to mobilize their workforce 24/7 from anywhere and at anytime.
But that’s not it.
In hopes of automating production, these standalone systems added another layer of complexity. Additional entry was required to feed data into separate platforms. Hence creating duplication, missing information, and loss of visibility.
Statistically 1 out of every 100 keystrokes is an error, which is multiplied by the number of times information is duplicated. The need for office administrators to manage data, its integrity, and to ensure things were not missed became an ever-growing burden. The industry demanded more connectivity to share information and reduce administration.
Technology became an integral part of every restoration business. “Integration” was the new buzz word. In an effort to streamline workflow, restoration companies began offering integrated solutions through API’s or third-party connectors. These technologies allowed cycle times to drop significantly according to statistics published in 2016.
The number of days |
Before |
After |
from claim received to a customer was contacted |
11 |
1-2 |
from customers were contacted to inspection |
13 |
3 |
after the inspection before an estimate was written and returned |
33 |
6 |
As technology advanced, the restoration industry began to redefine what was required, with expectations becoming more stringent. Compliance was now the focal point, and the ability to measure these a necessity. However, simply meeting with compliance could not ensure a company's success or profitability. As much as contractors embraced the consistent flow of work, it required the right technologies in place to stay on top.
Industry guidelines are now more clearly defined than ever before. QA products are making it easier for carriers & TPA to reduce estimate values, tighten cost & margins all while reducing cycle times.
As technology catches up to what is possible, the industry will adjust to accommodate a new expectation. There is no doubt technology has come a long way and it will continue to evolve, changing the way contractors do business. As the industry shifts towards automation in production, compliance & communication, the need for technology will continue to become more integral. Those that embrace technology will be able to keep up with what is required and those that choose to ignore it will get left behind.
As a software developer for the restoration industry, PSA’s goal has always been to service our clients, “The Contractors”, helping you connect job management, CRM, and accounting systems to reduce administration and help scale and grow your business. If you are a restoration contractor looking to increase productivity, eliminate duplication, and maximize profitability, we look forward to showing you how we can help. Feel free to reach out to sales@canamsys.com
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