Dispatch enabled Big Ass Fans to cut operational time and cost throughout every step of its service experience and gain 100% contractor adoption in less than three months
THE OPPORTUNITY
Big Ass Fans (BAF) – the leading provider of fans, evaporative coolers, and controls for industrial, agricultural, commercial, and residential use – was in a state of rapid growth. As the premium offering in the space, BAF had a high bar for product and service quality, and wanted to enable their independent contractors to easily extend that quality to their end customers.
BAF started searching for a partner who could deliver:
- A more consistent and automated operational process
- Visibility into its contractor performance and critical service intelligence data
- Better communication between corporate, the contractor network, and the end customers
- A job-based pricing model that eliminated wasted cost
- A consistent and modern experience for their end customers
- A mature onboarding and training process and fast time to value
“If we want to grow, we need to have a more sophisticated way for our subcontractors to work and communicate with us. Looking at our growth model for the next 5 years, we are realizing we have to learn how to automate and how to be more efficient.”
“Every single person in my department had a completely different process. It worked, but it was too manual.”
Fast Implementation
Dispatch is designed to provide a fast time to value, with as little impact to the customer as possible.
Seamless Integrations
Dispatch has a robust two-way integration with BAFs system of record – Salesforce – as well as many other software platforms.
Comprehensive Training
Every Dispatch customer gains access to our comprehensive Engage onboarding and training program, designed to educate both enterprise users and contractors.
Network-wide Adoption
The Dispatch platform allows enterprise brands to subsidize or completely cover the cost of our Work field service management software, enabled by a per-job pricing model.
Every BAF contractor immediately gained access to the Dispatch Field Service Management product, and BAF only pays when a job is completed – not for each license.
THE RESULTS
With Dispatch implemented and adopted across BAF corporate and its contractor network, the new operational improvements and modernized customer experience began driving tangible results:
Operational Excellence
- Complete visibility into job status across the entire network without manual communication
- Job scheduling capabilities for contractors without relying on corporate
- Comprehensive job details and notes from Salesforce attached to all job offers
- Standardized job data collection reflected in Salesforce
- Optimized billing and invoicing with contractors
Modern Customer Experience
- Automatic appointment notifications to all customers
- Automatic request for feedback after every job
