Customer Case Study
Morgan Site Services: From a Table of 35 Reports to One Platform
How a 163-year-old crane company replaced 5 disconnected systems and went from 12 invoices in 2 hours to 30+ in 30 minutes.
Bottom Line Up Front
crewOS replaced five disconnected systems at Morgan Site Services with a single platform, cut invoicing from 12 invoices in two hours to 30+ in 30 minutes, and eliminated the daily redundancy of entering time in three places.
Invoicing speed
Before: About 12 invoices per 2-hour session
After: 30+ invoices in 30 minutes
Time entry
Before: 3 separate systems per day
After: 1 entry, flows everywhere
Invoice turnaround
Before: Weeks to months
After: Next-day capable
Systems in use
Before: 5+ disconnected tools
After: 1 platform
Field tech ramp-up
Before: A couple weeks
After: 2 Days
Over 35 Service Reports, One Table, and the Meeting That Changed Everything
Ricci Halbrook, Morgan Site Services Operations Manager, still remembers the table.
A customer six months behind on payments had finally agreed to sit down. Not to pay, to argue. So Halbrook printed every service report from the disputed period, over 35 in all, and spread them across a conference table like evidence in a trial.
The customer picked up the first one. Squinted. “What does this say?”
The technician had written double shot radio remote pendant, but between the handwriting and the smudged ink, it was hard to tell. No crane number. No in-and-out time. Just a customer signature at the bottom and a charge that the customer wasn’t buying.
They went through them one by one, and Halbrook found himself doing math in his head: Am I going to have to comp this invoice because I can’t justify the charges enough?
The customer pushed back on the descriptions. Halbrook’s answer was honest: “They’re crane techs, not poets.”
Morgan got every invoice paid that day, but Halbrook walked out of that room knowing one thing needed to change.
The Before: 5 Systems, Zero Coordination
Morgan Site Services is the field service arm of Morgan Engineering, a 163-year-old crane manufacturer with branches in Ohio, Michigan, and Texas. Halbrook built the Houston operation from the ground up. Every technician was hand-picked, and retention is well above the industry average.
But their systems weren’t keeping up with the growth. On any given day, a Morgan technician entered time in three different places: on the work order, in a OneNote doc, and again in a payroll app. Inspections lived in InspectAll. Scheduling was a phone call or a text to the break room. Service reports were handwritten PDFs saved into a custom SharePoint folder structure that only worked when everyone remembered to use it.
Before: 5+ disconnected tools
After: 1 platform
“Fragmented really is probably the best description. You become a victim of your own success. The busier you get, the more work you’re doing, the more opportunities for things falling into cracks.”
Ricci Halbrook, Operations Manager, Morgan Site Services
“Before we found crewOS we had come to terms with the fact that we’ll have to work with multiple systems. Only to discover that crewOS was the one system we had been looking for all along.“
Ricci Halbrook
The After
Morgan wasn’t shopping specifically for crewOS. They were shopping for three different tools: scheduling software, accounting integration, and work order management. During the first demo with crewOS, they realized they might only need one.
Invoicing: 6x Faster
Invoicing went from a 2-hour grind to a 30-minute task. Halbrook and his invoicing coordinator used to block out sessions where they’d pull service reports from Teams, cross-reference time in accounting, check purchasing records for material costs, and review the estimator’s spreadsheet. 12 invoices in 2 hours was a good day. Now, with everything in one system, they tee up 30+ invoices in 30 minutes. For inspection jobs, they can invoice the morning after the work is done.
In an industry where competitors routinely dump six months of invoices on customers the day after Christmas, same-day capability isn’t just efficient. It’s a sales pitch.
Read the full story →Eliminated a Full-Time Data Entry Role
The data entry role disappeared. All those hours spent copying numbers between systems (time from OneNote to payroll, costs from GP to the job tracker, service reports from the field into the SharePoint folder) are gone. crewOS handles it.
“It almost eliminates the need for a position of someone just full-time entering data from one system to another. crewOS is gathering and propagating all this data for us.”
Inspection Reports as a Sales Weapon
Inspection reports became a sales weapon. In crane service, the annual OSHA inspection is often ground down to low-bid work: low margins, high competition, and a lot of companies that never actually climb the crane. Morgan’s crewOS reports changed the conversation. Their reports include large photos; clear deficiency documentation; an asset summary page on the front with rope sizes, hoist types, serial numbers; and proof they did the work that competitors skip.
“It’s one thing to convince a customer you’re going to do a better job than the previous guy. It’s another thing to show proof that you actually will.”
Read the full story →Asset Data Started Saving Trips
Asset data started saving trips. When a customer calls about a failed wire rope four months after an inspection, most competitors send a crew to assess and quote. Morgan already has the specs.
“I can either mobilize a crew out there to go assess it, put time on the clock, cost me the job. Or I can say, it’s a wire rope, we’ll get it on Wednesday, and we’ll be out there Thursday morning.”
Read the full story →Field Tech Adoption: “That’s It?”
The techs didn’t flinch. The biggest fear with any field software rollout is adoption. Halbrook showed his crew the app: here’s how you clock in, here’s where you see your schedule, here’s your work order. Their response: “That’s it?”
“People of all technical skill levels have been able to walk into it, understand it, follow the workflow.”
Read the full story →The Table Today
If that same delinquent customer sat down across from Halbrook tomorrow, the conversation would be completely different.
No stack of illegible PDFs. No squinting at handwriting. Instead, there would be digital service reports tied to specific crane assets, timestamped clock-ins and clock-outs, customer signatures captured on the technician’s phone, and every hour on the invoice accounted for in the system.
“If that same scenario happened today, it would be an entirely different exercise. Here’s your forms. Here’s the crane they worked on. Here’s every time your guy signed that this crane is now back in service. Here’s every hour that’s on your invoice.”
Ricci Halbrook
“You can’t manage what you can’t measure. All of this is a sales tool. This is the fuel for our revenue engine.“
Ricci Halbrook
See how crewOS fits your crane operation
Morgan replaced five disconnected systems with one platform. Book a walkthrough to see how crewOS supports scheduling, field reporting, inspections, job tracking, and billing flow for crane and industrial service companies.
See what tighter field execution and faster billing can look like with one connected system.
Morgan Site Services is a division of Morgan Engineering: 163 years in heavy industry, three branches, about 45 field technicians, and one platform.