Skyline improves Customer Experience and Communications

Company Overview

Based in Middleton, Wisconsin, Skyline Cleaning Services strives to create clean and healthy environments for their customers. They are a rapidly growing company with 100 employees, and they serve across the Madison Wisconsin regional area. Skyline Cleaning Services specializes in delivering a variety of cleaning services to commercial businesses as well as residential homeowners.

Services range from exterior cleaning, deep cleaning, carpet and upholstery cleaning, floor finishing, and construction cleanup, to grout removal, disinfecting and satirizing, and much more. They even help commercial businesses with the restocking of consumable cleaning supplies such as hand towels, toilet paper rolls, tissue papers, trash liners, etc.

Much of their revenue comes through service contracts to their clients for regular cleaning services year-round. Their goal is to help their customers increase the lifespan of their properties and maintain the highest level of cleanliness for the premises.

Challenges

Isaac LaRonge took over his family-owned business as day-to-day business and operations manager a year ago and he realized there were a few opportunities to improve the overall operational efficiency of the business. In addition, Skyline Cleaning Services faces many business challenges that are prevalent in most cleaning businesses such as…

  • Lack of streamlined work order management processes
  • Increasing supply and labor costs
  • Ongoing labor shortage
  • Disparate data across systems and lack of real-time data sharing integrations in place
  • Need for more collaboration and communication between back-office and field teams

Enter Zuper

Isaac realized that Skyline Cleaning Services needed a field service management (FSM) solution that could help to eliminate process inefficiencies and as well, improve collaboration and communication with the team to increase employee productivity. He knew that optimized use of existing resources was the best way to battle the increasing labor and supply costs.

First Isaac explored Zoho CRM and the Zoho FSM but realized his company needed a premium solution that would integrate with their existing Zoho CRM and that is how they discovered Zuper. After a few product demos, he realized that Zuper is the most customizable and flexible FSM, and the best option to help them optimize their field operations.

Digitalized Processes

Zuper enables the Skyline Cleaning Services team to digitally transform all their operations. Starting from work order management, scheduling and dispatching, to invoicing and billing and every step in-between can now be handled through Zuper in a streamlined way with all the stakeholders notified about the progress.

Additionally, the team was able to increase efficiency in executing all work orders by leveraging the workflow automation and checklist capabilities of Zuper.

Collaboration and Communications Tools

Zuper has empowered the Skyline Cleaning Services team with clear lines of communication. Isaac has found that the Zuper technology is helping to optimize his entire operating system including team and customer communications.

Specifically, the auto notifications and customer alerts help keep everyone on the same page with schedules, arrival times and job completions. His staff spends less time trying to track down job and customer details manually or through extra, unnecessary phone calls or texts. Now everything is accessible within Zuper.

Zoho CRM Integration

Because Zuper integrates seamlessly with their existing Zoho CRM they can maintain customer records in real-time. Data is synced across both systems and it’s easy for Skyline Cleaning Services team members to maintain customer details efficiently and effectively.

A unified database of customer details enables them to view their entire work order history. This helped them optimize their services and improve the customer experience.

Clear Results

Improved Visibility and Productivity

With Zuper, Isaac and his team were able to schedule and dispatch jobs quickly and efficiently. The dispatch board helps them plan and assign jobs based on the skills and availability of their cleaning staff and to improve scheduling with easy-to-use drag and drop capabilities. His scheduling team was able to create optimized routes and view all the upcoming cleaning jobs from a single view dispatch board. They were able to track all the jobs from start to completion within Zuper.

Cleaning staff were able to quickly and easily see daily schedules through the Zuper pro mobile app. With all the customer and job details right on their phone, staff were better equipped to provide services to their customers to help improve the overall customer satisfaction.

Elevated Customer Experience

By automating customer communications with real-time job alerts and notifications, Zuper helps Skyline Cleaning Services keep customers well-informed about the arrival times of the cleaning staff.

Having customers receive updates has resulted in reduced customer support calls and helped Isaac and the team deliver an enhanced customer experience. Additionally, as cleaning staff reach the customer’s location with all the customer requirements, they can connect better with the customers and deliver better quality services. Ultimately this helps Skyline Cleaning Services increase its customer loyalty.

Employee Satisfaction and Retention

Reducing the number of manual processes and equipping the cleaning supervisor with a mobile phone has meant increased productivity for everyone on the team. Success for Skyline Cleaning Services means communication continues to be optimal for the staff and out to customers, saving time across the board and reducing confusion about who is doing what.

More efficient operations mean a smoother experience for employees as well and happier staff means less employee churn.

“Zuper is very innovative, and they are always adding more capabilities, improving existing features and adding new ones. They have the best integrations, and their customer service and support is great!”

Isaac LaRonge, Director of Operations 

Looking to the Future

Skyline Cleaning Services’ business is growing and continuing to improve operational efficiencies is top of mind for Isaac.

Soon Skyline Cleaning Services Isaac will be looking to automate Skyline Cleaning Services’ accounting processes for recurring jobs and auto-payments as well as on-site digital invoicing and payments. With Zoho books they plan to sync the customer and invoicing data in real-time to streamline billing and increase the speed of collecting receivables.

Isaac will be looking to build out reporting dashboards so he and his team can look deeper into analytics to get a handle on other ways to improve efficiencies through furthering streamlining of their business processes.

The future is bright for Skyline with the Zuper partnership for their cleaning service field operations.