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Technology gives business the edge

Home builders and electricians can use technology as a way to stand out from the crowd.

As experts at installing technology in other people's homes, a little of this know-how can go a long way in the running of a business. Technology can not only revolutionise the way you operate and interact with clients, but also provide a way to set yourself apart from your competitors.

Some believe that if your small business in not using technology as a tool to grow it has little hope of surviving in a world where customers will increasingly demand the most time-efficient anytime-anywhere communication and collaboration.

"You might still be in business 10 years from now, but you'll find that competitors who are able to do more with less, maximise their resources and adapt to their changing customer base are going to be the thriving small businesses of the future,", says US Entrepreneur Ramon Ray.

"Your competitors that are preparing themselves for the future are going to take your customers and your best employees."

To find out what Smart Wired businesses are doing to incorporate technology into their operations, we've taken a look at three very different approaches.

Next job only a click away

Three months ago Smart Wired business, Neil T Fallon Services, installed a satellite navigation tracking system in their 90-strong fleet of vehicles.

The NavMan system is hard wired with a tracking device to each contractor's vehicle, enabling the company to know at all times where the vehicle is. Smart Wired Contractor, Brett Howson, explains that the NavMan sends him details of each day's job with directions for how to get there.

"I click 'accept' when I am ready for the next job and the system maps the route for me, alerting me of accidents, roadwork and congestion. At the end of each job I electronically sign off and move on to the next one."

As soon as Brett accepts a job through his NavMan, the head office knows that he is signed on and ready to start work. When he signs off they know he is on his way to the next job, which enables support staff to give clients a far more accurate idea of expected arrival time.

"The head office personnel can see where I am simply by logging onto their computers", says Brett. "It saves an extraordinary number of phone calls and wasted time. In the past I had to ring when I left home to find out details of the first job, then ring when I arrived at the job to log in and then again when I had finished. This quickly adds up to a lot of phone calls by the end of the day."

"It also frees up head office staff time from constantly having to call me to check on my progress and how far I am away from the next job. Apart from the obvious phone bill savings, less time tying up the phone allows more job phone calls to come through."

Closed Circuit close at Hand

When ElecVision identified CCTV as an emerging business opportunity, they decided to install the technology in all of their 81 Middy's data and electrical branches.

"The focus of our business is to try and get our contractors to open up new areas of growth - most recently with CCTV," says Anton Middendorp, Director, ElecVision. "We saw there would be a huge opportunity for electrical contractors to get into this area, as CCTV has applications not only for security, but as an OHS tool for commercial businesses."

"We decided that if we were going to get into this we would lead with our chin, so we installed an operational CCTV system in all our branches."

With its own CCTV system, each branch is able to provide a hands-on demonstration resource for its customers. Branch staff can show customers in a live operational environment how it all works and how it is all cabled.

There are advantages also for ElecVision staff, for the opportunity it provides for hands-on learning about the product. ElecVision's specialist technology reps were the first to be trained up on CCTV, and they in turn assisted with the training of the operational staff. A purpose-built training centre in Burwood was set up called Tech Vision, offering theory and hands-on support.

Anton explains that it was the setting up of CCTV that highlighted the need for a good training facility. Tech Vision was set up initially for CCTV but is now used for all manner of training for both staff and customers.

"Unless you have been hands on with the product then you are not really able to add that much value to the customer," says Anton.

"If staff are comfortable with the technology, it opens up business opportunities because they feel comfortable offering it to their customers."

An additional benefit of installing CCTV has been the security advantage it brings to their operations. "We have actually managed to catch people breaking into the branch," says Anton, "and when someone illegally uses another person's accounts, we have been able to go back through the video to identify the culprits."

"It has been a big commitment by our company to make a large investment like this, but it has proved not only good for the growth of our business, but for its role in assisting the growth of our client's businesses."

Project Tracking for clients and staff

Home builder, Pierre Martell, uses a custom-built website to provide clients with up-to-the-minute changes or upgrades to their building plans. He makes use of laptops and smartphones to document the building process for clients, as well as to communicate with his contractors.

His Martell Home Building website (www.themartellexperience.com) automates the whole build, allowing customers to access individual pages about their home construction project. The pages show the status of the build as well as images, customisation options and alerts about upcoming deadlines for decisions.

He also encourages his contractors to use the web-based automation system to communicate with each other. As soon as the electrician is finished his work, he can go into the system and click 'job complete', which automatically emails the next contractor in line-say the painter-to come in and start their part of the job.

Using smart phones, issues on site are resolved very quickly. Photos can be taken and emailed within seconds, allowing Pierre or his project manager to respond immediately.

Martell Home Building's website shows off its latest construction pictures, which are hosted on the popular sharing site smugmug.com. Testimonials from clients and messages from Pierre are broadcast via You Tube videos, and the site provides updates from the company's Twitter feed and links to their Facebook page.