Case Study: Utilizing Best in Class Triage Solutions for Valuable Outcomes  

Case Study: Utilizing Best in Class Triage Solutions for Valuable Outcomes  

CALL TRIAGE CASE STUDY

OVERVIEW

Utilizing Best in Class Triage Solutions for Valuable Outcomes  

Call Triage processes are valuable strategies for companies who do not have the resources to triage every one of their service calls or go more in-depth with their approaches. We do this for thousands of work orders every week, so the process inherently continues to mature and improve every work order, every week per request. 

Triage processes allow us to stand out from the competition who are unwilling to go beyond the ‘dispatching’ phase and provide the ultimate value by saving repair time and fees.

Asking preliminary repair questions and providing short-term solutions create the right steps to engage the proper resources to fix the problem.

APPROACH

Assess

It is late evening on a Friday night, and one of the largest theater chains in the US is reporting a water leak at one of its locations. The theater manager reports that the water is gushing from the toilet and immediately inquires about dispatching a repair technician.

However, before implementing to do so, we assess the prognosis by going through a series of questions to narrow down the repair’s true nature. Asking preliminary repair questions and providing short-term solutions create the right steps to engage the proper resources to fix the problem.

When dispatching the technician for the repair work, many of our competitors fail even to question the root cause of a repair, let alone provide a vendor who is well equipped to handle the situation.

Plan

After successfully gaining all the correct details for the repair, we advised the theater manager of a short-term solution for their leak. We indicated that they turn off the water flow and apply an “out of service” sign on the problematic stall.

Once the water stopped flowing, our next step was to downgrade their work order to a level-P3 (next day service), saving them a premium trip charge and saving the client time and a half on an after-hour service. Thus, the following Friday, the client received a much lower trip charge and a standard hourly rate.

Execution

When dispatching the technician for the repair work, many of our competitors fail even to question the root cause of a repair, let alone provide a vendor who is well equipped to handle the situation.

Most vendors are in the dark from the beginning phase, so when approaching the work order, they have either very little background knowledge or no knowledge of the previously communicated information, which creates room for more errors.

Our intensely vetted technicians are always prepared and well informed of what is ahead of their work before arriving on the scene, so they have all the right tools and replacement parts required for the job.

Overall, by applying a call triage process from beginning to end, we reduce our average time on site by 15%, by eliminating 20% of all trip charges and completing the job on the first visit more than 30% than our competitors.

RESULTS

On-site Time

Reduce on-site time by 15%

Trip Charges

20% of all trip charges eliminated

Job Completion

30% more first-visit job completions than competitors

Incorporating a triage process shows that our priorities are towards our clients’ best interests in mind. Our solutions are always to simplify rather than to complicate. Besides, we also want to incorporate strategies that lower the average cost per ticket in the process, inevitably creating another valuable outcome.

CONTACT US

866-571-4609

sales@ferrandinoandson.com

Landscape Irrigation Case Study – an Exemplary Approach on Being a Winner of Your Irrigation Management

Landscape Irrigation Case Study – an Exemplary Approach on Being a Winner of Your Irrigation Management

LANDSCAPE IRRIGATION CASE STUDY

Winning at Irrigation Management Just Became Easier

OVERVIEW

The average irrigation system will disperse about a half-inch of precipitation or 14,000 gallons of water per watering, so it is important to have an irrigation management plan in place to prevent overuse while still providing adequate watering to your landscaping assets.

We recommended having a rain sensor installed to signal the irrigation system to pause watering during or after a rain event. Pausing your system can save you thousands of gallons of unwarranted water usage throughout a landscaping season.

In addition, rain sensors that utilize evapotranspiration can reduce water usage levels by adjusting watering times based on temperature, humidity, and ground moisture levels.

APPROACH

Situation

A client was having an issue with improper landscape water coverage. While inspecting their irrigation system, we found that the operating pressure was 63%, while their PSI was above 60.

The high PSI level was causing the irrigation heads to mist, creating insufficient water coverage.  The client was also running their system longer to provide adequate watering to their landscaping due to the mist evaporating before reaching the landscaping.

The client also experienced trouble with faulty irrigation systems throughout their 200 sites, with each system having its own set of unique issues. Some of the problems included outdated or broken irrigation controllers, backflow components, irrigation heads, valves, and piping.

The client’s case presented a significant number of costly projects that needed to be handled by a national irrigation management company rather than managing each project on a site-by-site basis through local contractors with varying levels of experience, resources, and qualifications.

Execution

To solve the client’s problem, we installed pressure regulators to verify each irrigation system per zone was operating at its optimal pressure. Then, by rigorously testing each unit, we confirmed functionality until all zones were working correctly.

We then replaced any broken or inefficient heads and parts as part of our diagnostic check. Lastly, our specialists replaced any broken PVC piping with black polyethylene piping, a more durable and flexible material that can withstand chemical and environmental stress while being resistant to cracks. 

In addition to the repairs made on this system, we also leveraged our irrigation technicians and resources throughout the country to quickly set up a project plan to update all 200-sites with new controllers.

Outcome

Since the repairs (and based on their historical spending analysis versus current trends), the client realized immediate and long-term savings.

By utilizing a national partner’s services, the client reduced their water usage by 20% for their irrigation and landscaping needs.

They also saved over $400,000  through upgrading their faulty controllers and outdated parts, which created better water efficiency and reduced reactive costs over the course of 20-years.

RESULTS

WATER USAGE

Saved over 20% of water usage

COST SAVINGS

The client saved over $400,000 via new upgrades

TIMELINE

Reduced costs over 20 years

By connecting with a partner with specialized resources throughout your company’s footprint, you can extend your irrigation systems’ life span for years to come.  

Landscaping plays a critical role in your business brand, and irrigation issues could cost you hundreds – or even thousands – in unexpected costs per property if not identified and repaired quickly.

Trust your system maintenance to a leading national irrigation management company to start providing value and savings for your facilities today!

CONTACT US

866-571-4609

bids@ferrandinoandson.com

Construction Case Study Advantages of a National Contracting Partner

Construction Case Study Advantages of a National Contracting Partner

CONSTRUCTION CASE STUDY
ADVANTAGES OF A NATIONAL CONTRACTING PARTNER

OVERVIEW

Growing and Leveraging your Landscape Capital Budgets

Growing and managing the construction process for your national portfolio can be a complex process. Especially, for smaller organizations with limited resources and limited network reach. Making it difficult to gear-up your growth strategy into a full-fledged actionable opportunity. Construction plans at the national level require qualified general contractors who can execute complex and aggressive timelines throughout various geographies across the country. It is of the highest importance that everything is handled with crucial attention and detail from the very beginning. When faced with a high-stakes problem, you want to make sure that the people you are investing your time and resources into, are loyal to your vision and hold your best business interests.

ACQUIRING GCS FOR MULTIPLE LOCATIONS IS A HEAVY BURDEN FOR SMALL-SIZED COMPANIES AND START-UPS.

APPROACH

Initiative

A small-sized national urgent care organization had a growth initiative, in which they were struggling to take into action. Their goal was to refresh and construct 350 units over the course of a five-year strategy. Achieving this immense undertaking was a particular problem for this undersized company, due to the lack of reach they had in terms of accessing the skilled labor required for the multiple new builds and fit-outs. The client needed a contracting firm at the national level to help them obtain and manage the number of general contractors (GCs) needed for each re-opening and build of new clinics, for each designated location. Acquiring GCs for multiple locations is a heavy burden for small-sized companies and start-ups. Many of these firms end up spending way too much time and effort seeking the right GC fit but also spending way above than they should or above their initial budget plans.

Through a strong national contractor partnership, the client gained new confidence, insight, and envisioned significant positive changes in their brand image and corporate expansion goals.

Delivery Model

With a newly implemented self-performing framework, we created a streamlined process for their construction needs. This partnership gave the client the support and expertise required to organize and execute their remodels, multi-site refreshes, rebranding, fit-outs, and overall management programs. After more than 100-hours invested with their team, we developed a go-forward plan to help support the client’s first steps in their growth plans. First, we compiled a team of dedicated Project Managers (PMs), and ensured a consistent delivery model – regardless of geographical locations. Second, we leveraged our own in-house architects and designers to provide guidance on final layouts, while confirming the final plans, and making sure everything was aligned with their vision for the brand. Finally, we provided oversight for the entire project’s functioning as their main GC and construction manager when needed, to provide the reporting and visibility into the entire project’s demands.

Solution

Through a strong national contractor partnership, the client gained new confidence, insight, and envisioned significant positive changes in their brand image and corporate expansion goals. The results of the provided delivery model spoke volumes. With our teams already delivering more than 5,000 projects annually with the largest individual program delivering 450 remodels a year, our 70 in-house PMs allowed the client to increase their initial five-year strategy of refurbishing 300 clinics to 500 clinics. In addition, with a successful delivery model in-place, the client can utilize its benefits repeatedly. As a bonus, this type of partnership also drives down costs and creates a more balanced timeframe for project completion.

RESULTS

DELIVERY

Delivers more than 5,000 projects annually

COMPLETION

Largest completed initiative of 450 remodels a year

EXPERTISE

More than 70 in-house PMs with licenses across 48 states

GOAL

Increased project initiative from 350 to 500

There is no doubt that most construction projects can be a challenge for smaller organizations. Nowadays, no one industry is kept at a standstill. It is important to keep up-to-date to flourish and compete within a certain market. As a result, you need to associate your organization with those who will provide effective and affordable beneficial outcomes. That is why having an expert contractor with national means of leading your next construction project will help you compete with your competitors while delivering cost-effective solutions that are critically needed in the current environment.

CONTACT US

866-571-4609

sales@ferrandinoandson.com

Ferrandino & Son Landscape – Capital Projects Case Study

Ferrandino & Son Landscape – Capital Projects Case Study

FERRANDINO & SON LANDSCAPE-CAPITAL PROJECTS CASE STUDY

OVERVIEW

Growing and Leveraging your Landscape Capital Budgets

Are you familiar with that saying, “Money doesn’t grow on trees?” Unfortunately, for the most part, that saying is primarily true. However, what if there was a way to generate measurable savings through your landscape projects? The IBIS World November 2018 Landscaping Services Industry Report shows that the landscape services industry boasts an annual revenue of $93-billion and represents about 513,305 businesses. Based on these general statistics, there actually might be some truth to money growing from your trees, shrubs, and hedges. Learn the ins-and-outs of our landscape programs to reduce your future maintenance spend through strategic capital planning. You’ll be shocked at how a simple project plan can reduce your ongoing landscaping maintenance costs with the right capital improvements.

Our program SMEs are your closest allies in terms of stretching the capacity of your landscaping projects.

APPROACH

Assess

Overall, landscaping is a growing multi-billion-dollar industry, impacting commercial sectors heavily in attracting business gains. Whether it’s a regional improvement for 75 sites or a multi-year initiative across 8,000 sites, the first kick-off into getting your ROI would be to partner with a national Subject Matter Expert (SME). SMEs will develop and breakdown your landscape project goals, layout multiple solutions for your portfolio, and cross-assess other important exterior areas while keeping your time management and capital budget in-check. Our program SMEs are your closest allies in terms of stretching the capacity of your projects. Think of them as the landscape whisperer where every dollar invested will deliver real returns into your ongoing maintenance budget.

Our program experts assisted clients in saving more than $4,000-worth of irrigation work at a single property by designing a more water-resistant landscape for their new store while reducing their overall Capital Landscape Budget by almost $20,000.

Costs

One of the critical components that can’t be emphasized enough during your capital project, is the permit approval process. The speed at which approvals are made is a daunting feat. For instance, if you ask your landscaping partner in March to assess a property for a refresh, and wait until September to have it approved, you’re likely back at square one – as the property will not only need to be reassessed, but any permitting completed will need to start over. Don’t be the bottleneck to your success! Our program experts assisted clients in saving more than $4,000-worth of irrigation work at a single property by designing a more water-resistant landscape for their new store while reducing their overall Capital Landscape Budget by almost $20,000.

Execution

For many commercial businesses, your foot traffic is consistent and loyal. But your business can always attract more based on where your businesses are located. Location matters, and so does the locations’ appeal. So, how does this all fit in with your landscape projects and your net results? You see, the client is the one who picks the locations for their capital projects, and they’re also the ones who’ll set the budget. It should be noted that budgets are likely to be set through prior experiences of previous costs from other sites within the client’s portfolio. If you’re not sure of your portfolio’s track record, our trusted national landscape partners should be able to provide you with the information needed to structure a budget that can stretch across an array of portfolio sites.

RESULTS

ASSESS

SMEs assess over 8,000+ sites on average

COSTS

Our program experts assisted clients in saving more than $4,000 on a single property

EXECUTION

Reduce maintenance costs by millions

Everyone has a budget. We know that. You also have an end-goal you want to achieve. You need to have them aligned before you start. If you’re working with a local landscaper or a company only in the landscape space, you may be limited on what you can do. However, a company with a bigger footprint can handle capital refreshes for exterior and even interior projects. If possible, try to align a complete refresh of all your assets. Remember, the point is to deliver a greater bang for your dollar, as the sum of all the parts is much greater than if completed individually.

CONTACT US

866-571-4609

sales@ferrandinoandson.com

Drive Long-Term Savings Through Cost-Per-Ticket Analysis

Drive Long-Term Savings Through Cost-Per-Ticket Analysis

COST-PER-TICKET CASE STUDY

Drive Long-Term Savings Through Cost-Per-Ticket Analysis

OVERVIEW

When it comes to assessing an FM Program, we have discovered that cost-per-ticket KPIs set a better tone in measuring long-term savings. We all have had our fair share of standard metrics: response times, length of calls, resolution timeframes, and overall customer and project satisfaction rates, but regardless, there is one service metric that rules them all: cost-per-ticket. The difference between evaluating a service program from the perspective of the average cost-per-ticket (versus the hourly-rate charge), may be the biggest difference between providing savings, versus consistently going over budget month after month.

 

THE DIFFERENCE BETWEEN EVALUATING A SERVICE PROGRAM FROM THE PERSPECTIVE OF THE AVERAGE COST-PER-TICKET (VERSUS THE HOURLY-RATE CHARGE), MAY BE THE BIGGEST DIFFERENCE BETWEEN PROVIDING SAVINGS, VERSUS CONSISTENTLY GOING OVER BUDGET MONTH AFTER MONTH.

APPROACH

ASSESS

During the RFP stage, some suppliers have learned to submit lower hourly rates to ensure they win the work, but then drive up your costs by performing the work through inflated hours and by creating unnecessary exorbitant markups on materials. For example, a client recently moved their maintenance program over to us from another company, due to their former providers constantly exceeding their budgeted maintenance spend – even though their hourly rates were very low.

Our advantage merges scoping the issue out appropriately while leveraging an industry-recognized best-in-class triage process – along with providing clearly defined SLAs (Service-Level-Agreements), which define our goals for driving down costs, and thus, holding us to an expectation on a cost-per-ticket by trade category. Overall, we maneuvered the down costs in the first year by 24%, even while our own hourly rates were 6% higher than the previous company.

 

OUR ADVANTAGE MERGES SCOPING THE ISSUE OUT APPROPRIATELY, WHILE LEVERAGING AN INDUSTRY RECOGNIZED BEST-IN-CLASS TRIAGE PROCESS – ALONG WITH PROVIDING CLEARLY DEFINED SLAS (SERVICE-LEVEL-AGREEMENTS), WHICH DEFINE OUR GOALS FOR DRIVING DOWN COSTS, AND THUS, HOLDING US TO AN EXPECTATION ON A COST-PER-TICKET BY TRADE CATEGORY.

WORKFLOW

When we discuss at length how critical it is to measure your cost-per-ticket by category, what we are conveying is the important perspective of lessening the focus on the rate-per-hour. Previously, we have mentioned hourly rates are at times manipulated, and furthermore, are more than less likely to be the cheaper option for long-term maintenance strategies.

Our hourly-service rates are set at a high-base point, coming in about 9%-more than what may be ideal for the typical “run-and-fail” model tactician, but we not only deliver a first year reduction, but by the second year we typically see additional savings through strategic purchasing and better refined SLA’s. How this is accomplished is through our proprietary workflow protocols by scoping the issue precisely, streamlining purchasing materials and to mitigate non-emergency travel expenses that can be held off for another day or two.

TRIAGE PROCESS

In any customer service-based industry there are two fundamental metrics: customer satisfaction and cost-per-ticket. Customer satisfaction is usually subjective in nature, while cost-per-ticket is quite objective. Typically, other factoring KPIs (Key Performing Metrics) tend to apply to other forms of cost containment qualities. Cost-per-ticket implementations usually illustrate a situation involving spending a lot of money per ticket, but the resulting customer satisfaction is terrible. You will want to examine why so much money is being spent, which are the bones in driving down costs.

 Triage Processes help eliminate or alleviate costly tensions during the overall repair project by always providing you with good, better, and best solutions and materials for each task. For example, as mentioned briefly before, our triage pushes out non-emergency repairs to the next day, which will reduce trip costs and overtime rates, while downgrading more than 22% of emergency calls through our custom triage process.

RESULTS

ASSESS

Driving yearly cost-per-ticket savings by 15% or more

WORKFLOW

Streamlined workflow saves on average close to 20% within 2-years

TRIAGE PROCESS

Triage processes can reduce trip costs and work overtime rates by more than 22%

There are plenty of additional variables that impact the total cost of a service. Highlighting some of the cost-fueled “blind spots” requires analyzing and quantifying additional factors: overhead and costs associated with each work order, like purchasing merchandise, and the direct labor cost of the ticket. Without properly evaluating any indirect or direct costs upfront, you lose transparency in calculating the financial impact this will have on your business and the impact it will have on the longevity of maintaining your space.

Case Study: LED Lighting Reduces Energy Use by 70% While Reducing Maintenance Costs

Case Study: LED Lighting Reduces Energy Use by 70% While Reducing Maintenance Costs

The Customer:

A discount variety retailer offering both brand name and generic merchandise – including off-brand goods and closeouts of name-brand items. The client is currently operating over 10,000 stores in 40 U.S. states.

The Objective:

The store’s objective was to reduce lighting maintenance and service costs while at the same time providing a brighter retail environment for its customers to enhance the shopping experience and sales of merchandise.

The Solution:

Retrofitted the store location during the store’s normal business operating hours with minimal customer disruption. In total, fifty-seven T12, 4-foot, 2-lamp fixtures had fluorescent lamps replaced with 4-foot linear LED lamps. Seventy-eight T8, 4-foot, 1-lamp fixtures had fluorescent lamps replaced with 4-foot linear LED lamps. Six T12, 8-foot, 2-lamp fixtures had fluorescent lamps replaced with 8-foot linear LED lamps. Thirty-one 250 watt metal halide lamps were replaced with fourteen, 4-foot, 38-watt LED linear luminaire lighting fixtures and LED lamps.

The Results:

Based on current annual hours of store operation and current electrical rates, the store location is expected to:
1. Save $2,760 in first-year maintenance costs – projected to equate to $31,645 in maintenance costs over 10 years anticipated LED lamp life.
2. Realize a $4,457 reduction in energy savings within year one. Equal to a 70% reduction in kWh/year of energy usage.
3. Provide an annual emissions reduction of 65,342 lbs of greenhouse gases. Saving approximately 174 trees annually.
4. Current store customers have remarked about the brighter look the store is now projecting upon entering the store as well as the ability to see merchandise detail and colors more vividly while shopping in the store.
5. This led to changes throughout the client’s portfolio on the national level.

Interested in Learning More?

To learn more about lighting and general maintenance for your multi-site portfolio,
give Ferrandino & Son a call at:
866-571-4609
and ask to speak to someone in our Business Development Team.
You can also reach us at: sales@ferrandinoandson.com