The Customer Support team welcomes Javon Lai!

This month the Uptick Customer Service team was joined by Javon Lai.

JavonheadshotJavon has an extensive background in customer service, prioritising workload and problem solving, he is also currently studying Web development. He is extremely keen to work in a positive, customer-focused environment and will now soon be the front line contact for Uptick.

We’re looking forward to having Javon onboard!

How much Ca-Ching are you leaving in Defect Quotes?

Milking defect quotes is one of the last frontiers of untapped revenue for most fire protection contractors. This little goldmine is treated so passively (pun intended) that piles of potential ca-ching is left unearned. By focusing on just one small metric and implementing three small changes to enhance the metrics performance, revenue, cashflow and ca-ching will follow.

Contractors-are-not-salespeopleContractors don’t want to be salespeople. I understand that.  Yet by understanding and working on this one critical sales concept, and, using the three (3) strategies identified below, fire protection contractors will gain a huge lift in cash-flow and bottom line profit!

Here are three (3 HUGE) reasons why focusing on Defect Quote Conversion Rate (DQCR) will bring the big ca-ching:

  1. Defect quotes are typically quoted and priced at a higher profit margin than re-active or routine tasks. You, therefore, generate more liquidity from these types of jobs when completed.
  2. Defect quotes, due to their transaction type, result in faster cash flow into the business. The customer has pre approved and is expecting your invoice. 
  3. A small increase in your defect quote conversion rate brings a revenue multiplier and can mean big bucks. Four percent increase is great, twelve percent is huge!

DQCR Example:

In Janurary, FireCorpAU sent out 200 defect quotes.
Over January and February, 68 of the 200 quotes were approved.
THE DQCR FOR JANUARY = 34%. (68/200)*100
Let’s assume in our example above that the average quote value was $250.
January Total Value of Quotes = 200 x $250 = $50,000 in quotes generated.
Based on 34% DQCR = $17,000 in approvals.
By focusing on DQCR:
An increase of 4% = $2000 additional work per month.
An increase by 12% = $23,000 additional work per month.

STRATEGY 1: “24 hours” All defect quotes finalised, and sent to the customer, within 24 hours.

24-hour-quote-approvalsObviously, the customer needs a quote before they can approve the work and thus impact DQCR. Alert your customers to any defects at their property within twenty-four (24) hours of your attendance. This has to be your company’s first priority!

Implementing this strategy will positively impact DQCR as a result of:

  1. The customer perceives greater urgency in having the issues resolved. Therefore more likely to escalate the importance of the defect quote and have it approved asap. From a rollout perspective separate “critical defects” and “recommendations” to gain maximum urgency impact.
  2. The positive perception of your business as a highly efficient and professional fire protection and compliance partner is enhanced. Thus reducing the likelihood of your clients seeking alternatives or cheaper providers in the market to provide the service thus reducing the delay in approval.
  3. If you do not express and act with urgency why would your customer? Any customer queries or concerns with your quote can be quickly identified, addressed and acted upon again increasingly the likelihood of rapid approval.

Technicians using Uptick quote before they leave site!

STRATEGY 2: “Follow Up” Be Exceptional-Follow Up.

Exceptional-ContractingSo the customer is aware of the issue(s) and has received the defect quotation. Here is where 90% of contracting businesses leave it. Magically the customer is going to look at the defect quote and jump at the opportunity to proceed. It just doesn’t happen.

The purpose of “following up” is to get the customer to commit to rectifying the issue. Just calling or emailing  “Hi I just wanted to followup the quote I sent through” may get some small response and increase in DQCR but it will not result in a big increase.

Uptick can automatically email defect quote followups

To be exceptional and rake in the big ca-ching use some of these tips in your follow-up process:

  • Emphasise that your recommendations are based on compliance to Australian Standards. “Please be advised that these recommendations are made as per the Australian Standards – be specific AS1851-x”.  “Should you choose to ignore the Australian Standard you place your business financially liable should the worst happen”.
  • Speak and write as a consultant or advisor. Your business is engaged for professional consultation and inspection, think of it like this: you are a building’s life cycle doctor. The prescription you issue to repair the health of the asset is the defect quote. In most cases, you’re the doctor (diagnosis and prescription) and the specialist (who carries out the healing) for the building – be professional and communicate your advisory process – inspection, defect recorded, defect quoted,  appointment to rectify.
  • Be specific, communicate the potential risk if the issue is not rectified, what is the severity on a one to ten (1 – 10)  scale. Focus on high severity defects to get pre-approval and close low severity defects once confirmation is given. For example: “XXX is a serious 8/10 issue and could result in yyy. Ask for their commitment – when do you want us to rectify the issue?” Once confirmation is received then confirm the low scale items. “Fantastic, I have scheduled the rectification for XXX, while we are there do you want us to complete a,b,c as well?”
  • Keep defects relevant and urgent. Make the initial follow-up at 3-4 days via email from when the defect quote was initially sent. The 2nd follow-up should be made ten (10)  days later by phone.

STRATEGY 3: “Make it easy” Make it easy for your customer to approve 

Easy-approval-of-quotesAnything you can do to make it easier for your customer to approve a defect quote needs to be considered, and, if possible implemented.  At no point should your customer have to wait to give you the go ahead.  Make it easy so they can approve fast and increase your DQCR.

These are general tips and processes for keeping it easy for your customer to approve.

  1. Don’t talk about the money, focus on the issue.
  2. Ask for the approval in a professional manner. Don’t ask for the quote to be approved. Ask if they want the issues rectified? “Following on from your inspection last Monday, we identified xxxx, Do you want to rectify this/these issue(s)?”, if yes then “fantastic, I just need you to approve the paperwork”.
  3. Get any changes that need to be made scribbled on the original Defect Quote or written in the email reply. Don’t delay the conversion process. Make it easy for your customer to say yes and send written approval with their changes included.  
  4. Write a script for phone follow-ups so you keep focused and refer to it as required.
  5. Make it easy to authorise electronically. Increasingly no one prints documents. Electronic acceptance is now legal tender for most contracts including defect quote approvals.

Uptick make it super easy for your customers to approve your Defect Quotes

Conclusion

Fire Protection Contractors that measure and focus their efforts towards improving their defect quote conversion rates understand that the resulting revenue is lucrative and also relatively easy compared to going out and getting new customers and work. Professionalism and implied urgency goes a long way to increasing the number and the speed of defect approvals received.

Uptick automates literally every step in the service and maintenance of a building and makes the process of measuring and improving DQCR a breeze.

For Uptick Users.

Use the Intelligence Reporting tool to get your DQCR metric immediately.

Goto: Intelligence Reports | Defect Quoting.
In the example below: Authorised indicates all quotes approved by the customer. The percentage “Authorised = DQCR”.

Defect-Quote-Intellegence
Authorised = Approved. Percent = DQCR

 

How to setup and send Defect Quote Follow up Emails.

 

Melbourne-based Uptick secures $1.6 million to extend impressive growth of their building compliance platform

Uptick, the platform technology company for the building compliance and trade contracting industries, announced it has secured its second round of funding, a $1.6 million investment from venture capital firms Tempus Partners and Equity Venture Partners.

The Melbourne technology firm is transforming the way building maintenance and compliance is managed, by providing a seamless flow of information between building owners, facility managers, contractors, councils and primary services. Upticks’ platform allows each of these ‘property stakeholders’ to manage their respective workflows via Uptick and access and engage with the building’s data via the “bSecure” platform.

“Uptick is a data and workflow management platform. Alongside helping our building servicing and building management customers to become vastly more efficient and more compliant with important industry standards, we are also developing the largest public domain of building register data in Australia through bSecure” – said Uptick CEO – Aidan Lister. “We generate huge savings for our customers and we give buildings a pulse. The bSecure platform is the information repository of a building’s life cycle, irrespective of who manages, maintains or audits the building” he said.

Alister Coleman of Tempus Partners says, “Uptick is a revolution in a $20bn industry that has resisted disruption until now. Tempus Partners first invested over a year ago, we are proud to lead this new investment round and we are excited to continue supporting the team and company on its high-growth journey.”

Uptick will use the $1.6 Million capital to further develop the bSecure platform and consolidate their two platform integrated systems: Uptick FM and Uptick FS.  Recently celebrating just their third birthday, Uptick’s technology has been embraced by the industry’s early adopters and is now used to manage over 60,000 buildings throughout Australia. It is this rapid growth that continues to attract the attention of investment partners, industry bodies, 3rd party integrators, regulators and other stakeholders within the building maintenance, building management and building compliance industries.  

About Uptick

Uptick (formerly known as “aBAS Property Solutions”) are headquartered in Abbotsford. Uptick offers a suite of cloud-based solutions for organisations that manage, maintain and audit buildings. Their facility management product Uptick FM allows easy ticketing and tendering for works reported by tenants, while their Uptick FS product is used by fire protection, airconditioning and electrical contractors allowing for scheduling, asset management, defect reporting and invoicing of works. For more information please visit http://www.uptickhq.com

Uptick at FPAA Conference

Uptick was well represented at the recent FPAA Conference at Sydney Exhibition Center.

Further cementing our position as the leading provider of compliance and job management solutions for the Australians Fire Protection Industry. Roi and Charlie attended speaking with delegates about the advantages of using an integrated, purpose written end to end system for seamless management of compliance and profit within fire protection businesses.

The feedback from the event was fantastic, thanks to FPAA for having us onboard.

Read Rois’ LinkedIn article from the event

Fire_Protection_Association_ Gold_Member

Melbourne-based Uptick secures $1.6 million to extend impressive growth of their building compliance platform

Uptick, the platform technology company for the building compliance and trade contracting industries, announced it has secured its second round of funding, a $1.6 million investment from venture capital firms Tempus Partners and Equity Venture Partners.

The Melbourne technology firm is transforming the way building maintenance and compliance is managed, by providing a seamless flow of information between building owners, facility managers, contractors, councils and primary services. Upticks’ platform allows each of these ‘property stakeholders’ to manage their respective workflows via Uptick and access and engage with the building’s data via the “bSecure” platform.

“Uptick is a data and workflow management platform. Alongside helping our building servicing and building management customers to become vastly more efficient and more compliant with important industry standards, we are also developing the largest public domain of building register data in Australia through bSecure” – said Uptick CEO – Aidan Lister. “We generate huge savings for our customers and we give buildings a pulse. The bSecure platform is the information repository of a building’s life cycle, irrespective of who manages, maintains or audits the building” he said.

Alister Coleman of Tempus Partners says, “Uptick is a revolution in a $20bn industry that has resisted disruption until now. Tempus Partners first invested over a year ago, we are proud to lead this new investment round and we are excited to continue supporting the team and company on its high-growth journey.”

Uptick will use the $1.6 Million capital to further develop the bSecure platform and consolidate their two platform integrated systems: Uptick FM and Uptick FS.  Recently celebrating just their third birthday, Uptick’s technology has been embraced by the industry’s early adopters and is now used to manage over 60,000 buildings throughout Australia. It is this rapid growth that continues to attract the attention of investment partners, industry bodies, 3rd party integrators, regulators and other stakeholders within the building maintenance, building management and building compliance industries.  

About Uptick

Uptick (formerly known as “aBAS Property Solutions”) are headquartered in Abbotsford. Uptick offers a suite of cloud-based solutions for organisations that manage, maintain and audit buildings. Their facility management product Uptick FM allows easy ticketing and tendering for works reported by tenants, while their Uptick FS product is used by fire protection, airconditioning and electrical contractors allowing for scheduling, asset management, defect reporting and invoicing of works. For more information please visit http://www.uptickhq.com

Fire Protection Association Australia releases guidelines for Baseline Data for routine maintenance and service

FPAA Guideline for Baseline Data – how to setup in Uptick Asset Maintenance

The FPAA have released their Good Practice Guide GPG-05 Baseline Data for Routine Service of Fire Protection Systems.

The guide has been developed to assist FM and owners organisations as well as Fire protection contractors to gain a better understanding of the requirements for baseline data in regards to routine servicing to AS 1851-2012 (incorporating Amendment 1).

FPA Australia – GPG 05 V1 Baseline Data

How this impacts Uptick Users?

Do you have baseline source documents you need to attach to your properties or assets in Uptick?

It’s easy to do:

  • source and take a copy of the relevant document(s)
  • within Uptick we now need to attach the document where relevant.
    a. If property based baseline data:
    Go to property account | Documents | Choose File | Upload.b. If Asset baseline data:
    Go into the relevant Property |Assets | Images | Choose File | Upload.

This data is now available to your technicians. They can then confidently confirm that baseline data is available. Keep in mind the above process can be completed and captured from Uptick Mobile as well.

Welcome to the Uptick Branding Launch Party

 

Dear Employees, Customers, Investors, and Suppliers,

It is with great pleasure that we invite you and your partner to attend the Uptick branding launch. Abas Systems Pty Ltd is transforming into Uptick.

We will still provide you, the market leading systems, implementation and support to which you are accustomed but under the new exciting name Uptick.

Please join us to celebrate with some drink, nibbles and no doubt a small speech from Aidan and Sean.

Detail of Launch Party:

Date: Thursday, May 11th, 2017
Time: 3.30pm
Venue: Uptick Office – 398 Johnston Street, Abbotsford

Parking: On opposite side of street until 6 pm.

PLEASE RSVP HERE

 

You guys are full of it – Keep it coming!

The Uptick Ideas portal has been busy.

Since the launch of our “Ideas Portal” late last year your ideas to enhance aBAS have been a huge influence on our product team. Thanks for your feedback!
Make sure you continue to check back and vote up other users ideas. The more votes each idea receives the more likely we are to structure it into a future build release.
Thank you – it’s your ideas that are making Uptick superior to other field service systems in the market today.