CUSTOMER TESTIMONIAL

Introduction

Hurst Mechanical, a leading provider of commercial and industrial HVAC services in West Michigan, recognized the need to enhance operational efficiency. After years of managing their business on paper and a failed attempt with another software solution, they ultimately selected ServiceTrade to modernize their operations in 2020.

Challenge

Hurst Mechanical faced significant inefficiencies that were both time-consuming and prone to errors. These challenges included lengthy quote times, cumbersome purchase orders, and difficulties in tracking their customer’s service history. Additionally, they lacked timely access to crucial business insights. Realizing the need to modernize and improve workflow and service delivery, they evaluated several solutions and chose ServiceTrade for its comprehensive features and user-friendly interface.

Solution and Implementation 

Hurst Mechanical made the switch to ServiceTrade in 2020 and quickly saw the benefits. In two months, the team was up and running on ServiceTrade. Despite some initial reluctance, particularly from veteran technicians who had experienced previous software failures, the transition proved to be highly successful. These same technicians, once skeptical, have become proficient users of ServiceTrade. Alex Haan, VP of Service at Hurst Mechanical now describes them as “wizards” with the software. Their ability to quickly adapt and fully utilize ServiceTrade’s features has been a key factor in the company’s enhanced efficiency and operational success.

Efficiency Gains and Enhanced Operations

Hurst Mechanical’s operations have been revolutionized with ServiceTrade. The platform has streamlined processes, particularly in quoting and parts management. “It used to take three days to deliver a quote to a customer — but now it takes less than one,” said Alex Haan. Technicians now use the service history feature to access previous job details to understand prior customer interactions, reducing time spent on phone calls with the office. ServiceTrade made obtaining purchase orders significantly easier, eliminating unnecessary delays. Now, technicians can issue purchase orders and enter receipts directly in the mobile app, and plan ahead for parts without wasting time calling the office. 

Company Growth

Since adopting ServiceTrade, Hurst Mechanical has experienced remarkable company growth. One of the standout achievements was a 25% growth in a single year, a testament to the efficiencies gained through the platform. Alex noted that ServiceTrade has enabled the company to streamline operations across the board, creating a more efficient workflow that supports sustained growth.

Preventive maintenance (PM) work has been a significant part of this success, with PM agreements now making up roughly 40% of Hurst Mechanical’s business. The streamlined scheduling and management of PM tasks have not only increased the volume of PM work by 20% but also uncovered more high-profit repair opportunities. Alex Haan highlights that the streamlined processes have allowed them to keep up with the growing demand for PM services, ensuring that they can provide timely and high-quality maintenance to their clients.

This growth in PM work has contributed to the overall revenue increase and operational efficiency at Hurst Mechanical. 

With increased efficiencies across the company, Hurst Mechanical is able to keep up with the growing demand for their services, ensuring they provide timely and high-quality maintenance to their clients. The proactive approach to maintenance has also strengthened customer relationships, positioning Hurst Mechanical as a reliable partner in their clients’ operational success.

Access to Reporting and Data  

Hurst Mechanical’s ability to make informed decisions have been significantly enhanced with access to reporting and data through ServiceTrade. Previously limited to monthly reviews, Alex now uses ServiceTrade’s business reporting to review the backlog report daily, ensuring PM work is on track. Their labor analysis report helps track job types and growth trends. This real-time data access empowers informed decision-making and sustained growth. Additionally, they can access revenue reports and other critical data anytime, allowing for continuous monitoring and optimization of business performance.

Future Outlook

Hurst Mechanical’s strategic adoption of ServiceTrade has transformed their service delivery and operational efficiency. The move from paper to a digital platform has positioned them as a forward-thinking leader in the industry. By leveraging ServiceTrade, they continue to drive growth and success, setting an example for other mechanical service contractors and being a preferred partner to their customers.

For more about Hurst Mechanical, visit www.hurstmechanical.com