Maximizing ROI Through Frontline Adoption in Field Service Management

In the ever-evolving world of field service management, businesses are constantly searching for ways to enhance operational efficiency and increase ROI. Recently, Scott Schnurr, CEO of DRF Water Heating Solutions, and Gwen Danca, Business Analyst, shared their experience of achieving these goals by adopting Praxedo’s field service management software. As a preferred partner of Home Depot and Lowe’s, DRF successfully navigated the complexities of a fragmented ecosystem, ultimately driving impressive improvements in their operations.

Here, we recap the key takeaways from their insightful presentation at the 2024 Smarter Services™ Executive Symposium on how frontline adoption of Praxedo’s technology contributed to their success.

Overcoming a Fragmented Ecosystem

Operating in a highly fragmented field service ecosystem, DRF Water Heating Solutions faced significant challenges, particularly in integrating various systems and processes. With multiple partners—each requiring unique workflows—DRF needed a solution that could seamlessly fit into their current infrastructure.

Instead of replacing their highly customized CRM, they opted for Praxedo’s best-of-breed field service management platform, which integrates with existing systems without the need for an overhaul. This approach provided the flexibility DRF needed while enhancing visibility between the office and the field.

“We needed a solution that could work with our customized CRM, and Praxedo offered just that without disrupting our operations,” said Scott Schnurr. “It allowed us to retain our system while improving efficiency.”

The Power of User Adoption in Driving ROI

User adoption can make or break a technology rollout, especially for frontline workers who may be resistant to change. DRF’s workforce, largely composed of plumbers with varying levels of tech proficiency, quickly adapted to Praxedo’s intuitive interface. The implementation process was smooth, with most workers becoming comfortable within just 1-2 weeks—far faster than traditional systems, which can take months.

“While there was initial resistance, the ease of use and customization options made the transition seamless,” said Schnurr. “Our plumbers, who aren’t naturally tech-savvy, were soon on board, which played a major role in improving efficiency.”

Gwen Danca emphasized that training and ongoing support were essential to this rapid adoption. Small group sessions, detailed user guides, and independent practice time ensured workers felt confident navigating the system before going live. “Praxedo’s team worked closely with us to make sure everything went smoothly.”

Measurable Efficiency Gains

The operational improvements from Praxedo’s platform weren’t just anecdotal—they were measurable. DRF saw a 25% increase in operational efficiency, largely due to streamlined processes and fewer manual interventions.

“Before, it would take new hires two months to feel comfortable with our system. Now, with Praxedo, they are confident within one to two weeks,” said Danca. “This, combined with reduced communication inefficiencies, allowed us to get more done in less time, driving our ROI.”

Collaborative Implementation for Success

DRF credits much of their success with Praxedo to the collaborative nature of the implementation process. Praxedo’s team worked closely with DRF, customizing the platform to meet the specific needs of their various lines of business and ensuring a smooth rollout.

“The Praxedo team partnered with us from day one,” said Danca. “Their commitment to understanding our business and customizing the solution to fit our needs played a huge role in the success of the project.”

Final Thoughts: Empowering Frontline Workers for Maximum ROI

In field service management, empowering frontline workers with intuitive technology is the key to improving efficiency and maximizing ROI. By adopting Praxedo’s best-of-breed solution, DRF Water Heater Solutions was able to overcome the challenges of a fragmented ecosystem, rapidly increase user adoption, and see measurable improvements in their bottom line.

For companies looking to achieve similar results, the lessons from DRF’s success story are clear: choose flexible, user-friendly technology that integrates with your existing systems, prioritize user adoption, and work closely with your technology partner for a seamless implementation.

As Scott Schnurr summarized during the presentation, “Empowering your frontline with the right tools not only improves efficiency but directly impacts your profitability.”

To learn more, you can view the DRF Water Heater Solutions video testimonial with Scott Schnurr.

Interested in replicating DRF’s success with your business? Get in touch to request a demo today.