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 to capitalise on customer acquisition using Uptick

By Craig Handley – Uptick Product and Customer Success Manager

Since the inception of Uptick over 3 years ago, we have been driven to excel in providing value to your business. This is achieved by driving efficiencies within your business and helping you deliver value added services to your client via the use of our technologies. In this post, I’d like to focus on the second part of that equation.

How can I use Uptick to create more value to my clients?

  1. Set up a client portal to demo for your clients:

    The client portal is a great source of information for your clients to manage their defects and see how their buildings are performing. When you are in conversations with potential clients, don’t forget to walk them through an example of a client portal in your system. To give them the full experience, you can create a dummy client and series of sites with assets to show off to your client, then give the potential client the log on details to let them take a look through the system in their own time. You can change the password from time to time if you don’t want them looking through the portal after the deal has closed.

  2. Let them know about the real time dashboard:

    The real time dashboard isn’t just for your own efficiencies, it also prescribes a sense of reassurance to your potential clients that you are in control of your business and can deal with their issues in real time. Describe the fact that you can know where your technicians are at any point in time so that if your potential client calls for urgent work, you can find the nearest technician to the site, and dispatch the task to that technician to get them onto it as quickly as possible.

  3. Show the flexibility you have when communication back to them:

    At Uptick we don’t really do things in half. You want to send an invoice, defect quote, report all in one email, you got it. You want the invoice, report and defect quote sent to different people in the organisation, you got it. They only want access to their report via the client portal, you got it. Your client will appreciate the flexibility. Many take these things for granted, but many systems don’t provide this kind of flexibility. You have it at your fingertips

  4. Provide confidence in the maintenance performed to standards:

    The first jobs to get cut by the client when the budget gets tight are discretionary, the non-statutory or legislated maintenance. With our system, you can show them the direct link between the work you are doing and the standards and legislations that require you to do. This is great ammunition for your client to take back to their CFO to make sure your budgets don’t get cut. Your client will also appreciate the transparency.

Uptick wins 3AW “Small Business of the Month”

The team at Uptick are thrilled to have been announced as the Momentum Energy Small Business of the Month on 3AW.

The awarding ceremony was broadcast live on 3AW (693AM, Melbourne) with Aidan Lister (CEO, Uptick) having a great chat with Denis Walter, Paul Geason (Managing Director of Momentum Energy) and Rohini Kappadath who is a representative from the Small Business, Innovation and Trade (Victorian Government).

Watch the interview below.

Momentum Energy just posted on their Facebook page that, “Uptick are changing the way buildings and assets are maintained, serviced, audited and reported.”  Read the post here.

According to Aidan, “It’s a great honour for the team to win this award and it will help further energise the development team who are busily churning out new features”.



For many tradies who perform regular maintenance on buildings, filling out paperwork is the bane of their existence. In today’s age of technology, using pen and paper is not only an in-efficient way of capturing data, it also places considerable administrative strains back at HQ with all of the extra bodies employed to re-key in the forms when they return to base. That’s where Uptick comes in.

For businesses who perform regular maintenance on fire equipment to ensure the buildings comply with Australian standards, Uptick’s mobile application has helped them smash new records in efficiency which has allowed them to take on new work, without needing to bulk up the back office. In effect, this technology helps businesses scale up.

Linkfire stated that by simply digitizing the field operations through the Uptick interface, Linkfire’s technicians are getting through 25% more jobs each month than previously. And since adopting Uptick in 2014, AESG’s portfolio has grown by approximately 30%. Prior to Uptick that growth would have been unthinkable… More testimonials are available here:

As part of the Australian economy, the building compliance and trade contracting industries make up $20 billion which has largely resisted “digital disruption” until now. The system allows tradies in the field to fill out all required documentation by simply pulling their phone out of their pocket and it helps satisfy the accounts department by slashing the time it takes to invoice clients for works when faults have been identified.

Uptick welcomes a new member to the development team

The Uptick development team is excited to welcome Alaa Salman!

Alaa joins us as a senior developer, and is bringing a unique set of skills along with him – not least of which is extensive knowledge of security principles and their application.

While we’ve built our solutions here at Uptick with the utmost concern for security, we very much welcome Alaa’s valuable contribution, both in security and in leading the development of new technologies.

Alaa will be working directly with the development team, and liasing with the support and integration teams.

Lunch and Learn – 13th July 2017

On the 13th July 2017 at 12:30pm, Uptick will holding our inaugural monthly online training session. We are making these sessions a monthly feature.

Each month we will be discussing best practices, new feature releases, “Feature of the Month” and Q & A.  On the 13th July, the feature we’ll be discussing and demonstrating will be:

  • Creating SWMS
  • Completing SWMS via iPads

These sessions are for Uptick product champions to understand the key concepts then go into their business to implement.

You can  participate:

  • virtually via our online platform (details will be shared after your registration)
  • or attend in person at 398 Johnston Street, Abbotsford.

Please make sure you book ASAP as this session is limited to 20 participants only.

Bookings are managed through Eventbrite. You can register by clicking on the button below.

Register Button

Announcement: Over 80,000 buildings are now maintained on the Uptick platform (and counting)

In just three years, Uptick has transformed how more than 80,000 Australian buildings are now maintained. Consider for a moment pre-Uptick – when most of our customers were using paper-based records.  If you estimated that each building would have used up 10 sheets of paper per year, we’re talking about 800,000 documents (1600 reams) that no longer get printed, transported to, and from site, and processed manually by technicians and admin teams.


Uptick – 80,000 buildings – saving our customers hundreds of thousands of hours in administrative processing and saving our environment hundreds of trees, each and every year.

100,000 properties here we come!

Launching the new Uptick referral program

Referrals are the lifeblood of any business. In fact, I recently published an article on LinkedIn where I argued that the toughest part of gaining a referral is to drum up the courage to ask for one (read here).

Throughout our short history, we’ve also been fortunate enough to benefit from clients finding out about us via referrals. In every case, we’ve thanked the client or contact profusely for recommending our services and now we’ve decided to formalise the process by launching a structured referral campaign.

Here’s how it works:

  1. Think of 2 – 3 businesses who you think would benefit from working with us.
  2. Click on (bookmark the link!) and enter your details and the contact details of someone who works at the company who needs our technology.
  3. We will then reach out to the contact to arrange a discussion and potential demo.
  4. If they decide to become an Uptick customer, we will provide you with a referral reward in the form of a $500 Coles Myer voucher.

We’ve tried to keep the process as simple as possible.  There is an option for you to remain anonymous if you choose in this WIN-WIN-WIN scenario!

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


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”.

Authorised = Approved. Percent = DQCR


How to setup and send Defect Quote Follow up Emails.


Uptick Major Release: Nikka

Uptick Major Release: Nikka

Uptick Nikka Update: New name, Routines, Updates to Tasks, Quotes, Importer and Dispatching
This major version will be released on 25th May 2017.
Please note that your sandbox servers have already been updated.
You’re receiving this email because you’re subscribed to our change management mailing list, see our help desk for more information about our change management process.

New Name!

Welcome to the first release under our new name – Uptick! Over the coming months you’ll see the word aBAS gradually disappear across the website and be replaced with Uptick. This will also involve a domain name change, which means that you will be accessing the site under a different url.
Plenty of prior notice for this will be given and we will have a healthy grace period where the site can be accessed under both urls. Exciting times!


Routines is our powerful new programme maintenance system.
Designed in consultation with industry experts from the fire and auditing industries, it provides built-in compliance with AS1851-2012, AS1851-2005, AS2293.2-1995, VBR-2006, SA-76 2015, AS4775-2007, and Part 59 of the Building Regs 1973.
All standards include task tolerance reporting where applicable, and additional standards can easily be added or customised.
More information available in the release notes here.

Task Revamp

The task detail page is the most used page in our system, but over time it has become cluttered. We’ve revamped this page to bubble up the most important information into the panel headers, and added a clear processing panel which summarises remarks added in the field, reports, quotes, invoices, and dispatches.

Improved Defect Quoting

Quotes have lots of new features in this release and more on the way. Here’s what’s changed:
  • Simplified Review Date workflow
  • The ability to void, merge and refresh other quotes for the same address, e.g. void quotes which are no longer applicable, merge the line items from other quotes to create a parent quote, and refresh quotes e.g. when you need a revision-A, revision-B for conditional approvals.
  • A visual quote builder which prompts quoting based on all defects identified on a task, or for the whole site, showing any photos taken by the technician, as well as common products linked to each fault.

Safer Dispatching

To avoid costly blunders, bulk dispatching will now skip Tasks that already have a Dispatch against them, regardless of whether that Dispatch succeeded or failed. Further to this, a big red “retry” button has been added on the Dispatch page, which can be used to restart a dispatch from scratch if it has failed.
Please check where and why the dispatch failed, and amend these issues before attempting to rerun it. Also note that whilst this process will avoid pushing duplicate Invoices to your Accounting Partner, it still will re-send emails if the Dispatch got that far before failing. Always check the Dispatch log on the right before pressing this button!

Improved Importer

The CSV importer has been replaced with a new and significantly faster module which can easily handle 10,000+ line imports with improved previews and validation messages. It now also supports XSL/XSLX documents.

More notifications Controls

We have added 3 new site configuration settings to grant you more control over your processes. These are:
  • Tender Accepted email: Email when a tender has been accepted by a contractor.
  • Work Order Updates email: Email when a work order has been Reviewed or Completed.
  • Service Quote Approved email: Email when a service quote has been approved.
These settings are editable via the Site Configuration page and if set, will send email for the respective process step.


Wednesday, May 17 is IDAHOBiT Day.

This generally brings about one of two responses, the first being, ‘Whhhhhat again? already?’ and the second, more common response, ‘What in the bloody hell is IDAHOBIT day? Is this something to do with Lord of the Rings???’
No, it isn’t. It stands for International Day Against Homophobia, Biphobia, Intersex- and Trans- phobia. It’s about equality and acceptance and it is a day for all Australians to increase their understanding of the issues facing the *LGBTQIA+ community.

I know what you are thinking, ‘that is a whole lot of phobias and things to be scared of!’ And you aren’t wrong, there IS a lot of phobia and negative rhetoric out there aimed at LGBTQIA+ individuals. Unfortunately, even our liberal western society still has a long way to go to eliminate the discrimination and inequality faced by the LGTBQIA+ community. Rates of depression, suicide, abuse, violence, low-income and unemployment of members of the LGBTQIA+ community are far above the national average. Approximately 25% LGBTQIA+ Australians experience depression compared with the national average of 6.8%. Even amongst the youngest, and popularised as the most inclusive members of our society, our youth, 75% of LGBTQIA+ youth experience discrimination, over 60% experience verbal abuse and 1 in 5 experience physical abuse. Think about that. 1 in 5 children that identify differently to the majority of their peers are not only verbally, but physically, abused. In the tech industry, the situation may be less overt but the covert discrimination still exists. The ‘Tech Leavers Study’, published April 2017, was conducted in the USA surveying over 2000 tech employees who had left the tech industry in the last 3 years. The study found that sexual harassment, bullying, and discrimination were the major sources of staff turnover with LGBTQIA+ individuals experiencing bullying and public humiliation at significantly higher levels (20% and 24% respectively) than non-LGBTQIA+ individuals (less than 13%).

So why is IDAHOBiT day important for our workplace or, for that matter, any workplace?
Uptick HQ, like many modern companies, aims to foster positive relationships and promotes a multicultural and diverse workplace, but how do we live out this pledge? How are we living out our equity and diversity policies beyond our hiring strategies? How are we actively ensuring that our workplace is a forerunner for change? How are we contributing to our sector and society at large to create a safe place for all diverse members of our society? Firstly, it is important that we look to answer the aforementioned questions and look at our industry expectations. We must also look at ourselves as individuals within our workplace and ensure that each member of our team is involved in fostering a positive work culture and a safe space for all members of society to belong to.

How can we do this? How can we cultivate this safe space? We begin with introspection. What do we know? What don’t we know? What can we learn?
As adults, it is often our reaction to be affronted, or pretend we don’t care, when we come across something we don’t know, don’t understand or that isn’t familiar to us. We use this ‘defence mechanism’ because we fear the prospect of being perceived as ignorant or stupid. This defensive mechanism is related to our pride and is not something innate that we are born with, it is a learned behaviour. Children do not share this fear with adults, they are blissfully unaware of the learned connection between pride and ignorance. Children, instead, are innately curious and accepting; they are aware of the superior knowledge of adults. Their questions, whilst potentially hard or awkward, are free from judgement or malice. Children embrace their curiosity and ask questions, ready to take on every word as an interesting new fact.

The reality is that at any age, we can not possibly know everything, and therefore must occasionally accept that we are ignorant. This does not mean we are stupid. Yes, knowledge is power, but the refusal to seek or accept knowledge is where true stupidity lies.

As adults, we should mimic the behaviour of children and embrace our ignorance with respectful curiosity. We should be seeking answers to the important questions. Empowering ourselves with the knowledge to eradicate social inequality and stop perpetuating social injustice by allowing ourselves to remain ignorant.

Let’s ask questions. Let’s seek out knowledge. Let’s support IDAHOBIT day by informing our families, friends, and colleges of issues that continue to affect LGBTQIA+ people and how we can make steps to support this community. Through mimicking the natural acceptance of the young, we can become the challenging force for change. We can be the positive role models to our colleagues to foster safe workspaces and also to our younger generations in the hope that they mimic our inclusive behaviour and ensure that their world, unlike ours, is one free of homophobia, biphobia, intersex- and trans- phobia.


*Lesbian, Gay, Bisexual, Transgender, Queer, Intersex, Asexual + all other gender identities and sexual preferences.

References & further reading:
> image thanks to