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How did the project start?
The Smiling Home-Handyman and Home Maintenance Services is a sole trader business. A core philosophy of my business operation is Better Quicker Easier…as result I continuously invest in the tools and materials that help produce the best quality finish to jobs, or help complete them quicker or easier. It is a philosophy that I have now applied this to my business administration and communication needs as I grow the business in Tynedale. Fundamentally this has been to identify and uniquely combine different technologies and digital tools to create virtual mobile office solution. These are based on the enabling technologies of the internet. I originally established my business in Yorkshire (Wharfe Valley) after moving there from Tynedale 3 years ago. My business has been very successful and I am now expanding it back into Tynedale (effectively a second operation). This requires me to seamlessly consolidate my communications and admin functions, and make them geographically independent such that I can handle and operate both areas from my pickup truck. Paramount is that customers still enjoy the same local on your doorstep service.
In brief the solution to date consists of:
01434 (Tynedale) and 01943 (Wharfedale) local telephone numbers that are owned by Smiling Home and reside on a server with no fixed service/line rental cost. All incoming calls are re-directed at low cost to my mobile regardless of my location without the customer being aware. The admin and operation of services for the numbers is managed anyhwere any time through a web interface.
Outgoing calls are all from mobile. I no longer require landline.
I have a wireless network with mobile broadband access in my truck (using 2g/3g and HDPSA). This gives me realtime incoming/outgoing email (which is also available on my iphone). I am able review product ideas, place orders, access technical information, carry out online banking etc. taking full advantage of internet resources regardless of my location whether it is between jobs, at customer locations or at home. The wireless network even extends from my truck to the customers kitchen table where we can review products on my netbook.
My truck also contains a dashboard mounted netbook (laptop) and a wireless colour printer. (These are linked via the wireless router). This allows estimates and invoices to be produced immediately, improving customer service, improving cashflow and reducing admin overhead time and costs. The netbook synchs with my laptop (via Bluetooth) each evening, providing effective daily backup. To support the operation I have bespoke easy to use database application that runs on my phone and netbook simultaneously. This allows the entry of all my business cost receipts and allocation of costs as needs be to customer jobs. This significantly simplifys my bookeeeping, reduces my overheads and ensures accurate job costing.
Oh and of course I have a Tom Tom in the truck to get me straight to the next customer job.
What options did you consider?
In developing my solution I considered other options including outsourcing. I assessed my options against my criteria of better, quicker, easier (where easier was effectively cost). I found outsourcing to be too costly and inflexible. I consistently found that the technologies that have formed my virtual office were established, stable and could be easily integrated at low cost. Pretty much all of it was researched online and online reviews helped me determine best options The total capital cost has been just over £400 and the ongoing cost with mobile contract circa £60/month (this is £35/month lower than previously with additional costs for fixed landline and permanent broadband). Significantly I have improved customer service levels and been able to increase consider new product offerings.
What help and expertise did you receive?
I have not needed to refer to any support agencies to develop and realise this project. I have called upon the advice of friends and 1 of my existing customers. Most of the answers lay at the other end of Google!
Did you face and challenges or learn any lessons?
The greatest challenges in this project have been dealing with the service providers who would have been the outsource solution that I chose not to opt for. I found to make little headway involved long and unproductive phonecalls often to automated services. This actually worked positively ultimately as it helped me to recognise just how bad indirect and badly implemented communications and ‘customer service’ can marginalise the actual product. My initial netbook had a battery problem that affected my ability to execute my plan. This helped me recognise the need for alternate option/plan b for things that are critical to the business. As a result I have backup mobile, laptop, portable drive and free wifi at MacDonalds!
What are the outcomes and how has it improved your business?
I have reduced my operating costs by almost 40%. I have significantly improved my own flexibility and customer service levels. My admin time is now managed into the cost of the job as much as is possible thereby ensuring it is costed into each job as it happens. Cashflow is improved as i have reduced my cycle time (from job completion to payment) from an average of 17 days to 4 days.
What are your plans for the future?
With realtime mobile broadband I hope to be able to offer customers the ability to pay by credit card (using online terminal services that are implemented through my IPhone). I believe this will offer a competitive advantage and customer benefit particular for unplanned emergency works with unexpected bills. I will also be investigating the use of VOIP for some telephone calls. I will be establishing a simple 'back office' web site that will allow my colleagues in Yorkshire to access and upload job cards for easy shared access.
