Customer Case Study

DeSHAZO:
Crane Leader Streamlines Workflows to Fuel Growth

A better field services software platform results in a better way to serve customers across the US.

DeSHAZO

Bottom Line Up Front

CrewOS reduced the length of their billing and job tracking workflows by nearly 50% per project and replaced expensive manual data entry with seamless automation.

Introduction

DeSHAZO is a leading manufacturer of cranes and material handling solutions. Their core business is to design, manufacture and install overhead cranes, then service and repair the equipment once it is on site. There are over 25,000 DeSHAZO cranes in operation today, all over the globe, meaning the company has to operate at a large scale to keep serving their customers and continue growing.

The company was using inefficient scheduling and dispatching processes that added countless hours to the weekly workload, including having to manually re-enter the same data multiple times and navigate lengthy procedures.

DeSHAZO’s Challenge

Reliance on Manual Data Entry

DeSHAZO relied on manual data entry for scheduling and dispatching, which created more errors and cost countless hours having to re-enter the same data multiple times during the project pipeline.

Inefficient Processes

DeSHAZO’s processes were inefficient, requiring far more steps and time to navigate than necessary. The inefficiency was affecting everyone from accounting to those in the field.

For example, DeSHAZO dispatchers told a common story: they would often spend the end of the week—and usually some of their weekend—lining up projects for the following Monday and Tuesday. That required tediously entering data by hand and working through processes with over a dozen steps.

But when Monday morning arrived, they’d find multiple emergency jobs that would pop up—which meant the schedule would have to adjust. It also meant more hours redoing all of that manual work—and in a company the size of DeSHAZO, those wasted hours add up, fast.

It’s hard to be flexible to customer needs when it takes more time to schedule a job, dispatch a crew, keep track of job costs and progress, and ensure you get paid. DeSHAZO needed a better way to manage their field service operations, period.

Our Solutions

#1 Shortened the Workflow and Reduced Number of Manual Processes

To help, we used the crewOS platform to make two major changes. We helped DeSHAZO shorten the workflow by reducing the number of manual processes and helped them build and transition to a new system that met their specific needs.

Before crewOS

Before crewOS, a typical process looked something like this:

Step 1

Receive Call

Step 2

Create Work Order

Step 3

Re-enter Data

Step 4

Find Resource

Step 5

Schedule Work

Step 6

Create Ticket

Step 7

Re-enter Data…

Step 8

Talk with Tech

Step 9

Check in Again

With crewOS

With crewOS, the process looks like this:

Step 1

Receive Call

Receive call or request from Customer

Step 2

Create Work Order

Create work order in ERP (Sage) to generate work order number

Step 3

Open CrewOS

Open the CrewOS Field Ops Dashboard to check the schedule and assign the job

Step 4

Auto Notification

Automated notification to the tech that a new job has been assigned

Step 5

Monitor Anywhere

Monitor job progress and data entered on job details page on Field Ops Dashboard

#2 Rapidly Built and Transitioned to a More Efficient System

It takes time to put a new system into place, especially when you have to teach a large team across multiple locations how to use it.

We designed the crewOS platform to be the most user-friendly field service software in the industry. Showing each service location how to use the app—even from a mobile device in isolated job sites in the field—took minutes, not days or weeks.

The Results

50%

After coming on board with crewOS, DeSHAZO reduced the overall steps taken per project by nearly 50%.

90 Days

DeSHAZO also transitioned 23 service locations to crewOS in under 90 days.

What They Said

“CrewOS has played an essential role in our ambitious plans to expand our footprint nationwide. Without crewOS scaling this quickly would create more problems and be too slow.”

Thacher Worthen, President of Service, DeSHAZO

Conclusion

DeSHAZO continues to grow as one of the most trusted names in the crane business today. They now have a core software solution that they are using to avoid the headaches of scale on their way to expanding their footprint. As always, they’re the experts; we’re just here to help.

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