The MHEDA Journal - First Quarter, 2018 - 30

EXPERT ADVICE

* Time is automatically tracked by the system and
added to the work order, including a breakdown of
travel versus onsite time.
* The work order is closed by the technician,
immediately shows up in the office, and review/
billing begins.
* The final work order is automatically emailed to the
customer and any quote requests are automatically
communicated to the service writer.
After several months of management planning and set
up, we implemented the system gradually over about
six months. In each branch, we trained groups of about
four technicians in two hour sessions per week for three
weeks. They were given homework assignments to complete between sessions, were encouraged to practice in
real life on the work they were performing, and then went
"live" when they were comfortable. As one might expect,
there was a wide distribution of computer skills among our
technicians... but each of them mastered use of the system.
Our entire mobile technician crew is now using the system. The benefits? We have reduced the average time from
work completion to billing by over four days. Our labor
efficiency has increased by almost 10%. We have reduced
parts inventory on our vans. We are wasting less time on
the telephone. We have improved warranty recovery. We
make more repairs in a single visit. The office is spending
almost no time entering labor and parts.
And best of all, there is no paperwork to get lost.
The initiative to go paperless and leverage systems to
achieve higher levels of coordination and efficiency within
our dealership and the entire dealer network is advocated
and supported by our main OEM Partner, which has been
helpful to gain broader adoption. Has there been a lot
of hard work, investment in hardware and connectivity,
resistance to "change," and errors to address due to learning curves? You better believe it... but, for us, it has been
worth it!

David Cranston JR,
President, Cranston
Material Handling
Equipment Corp,
McKees Rocks, PA

A

We have been building and implementing a new CRM software package,
which allows for paperless workflow.
One of the goals of the system is to eliminate the need to
print any piece of information from the time a lead enters the
system until the invoice is generated. This means that when
a lead is received verbally it is first entered directly into the
CRM. If the lead was received via email, the email is also
attached in the CRM to the lead. As other pieces of information are received, such as RFQs or drawings, they can
be attached to the lead as well. From there, lead proposals
30

MHEDA | themhedajournal.org

are created and all vendor quotes, drawings, brochures, and
other supporting documents are attached to the proposal.
The same process is repeated when a proposal transitions to
a sale, and sale into vendor POs. Because there can be drawings required with some orders, the sales and PO modules
have an additional feature that allows for the attaching and
tracking of drawings and drawing revisions through their
approval process. Invoices are then generated and can be
emailed directly to the customer. While our implementation
of all the system's features is not quite complete, most of
the paperless options have been operational for 6 months
and we have had benefits and challenges.
The benefits of the system have been has been as
follows:
1. There is a repository of information users can
access to view at any point in a projects life cycle
all information associated with the project pre or
post sale.
2. You can very quickly go back and look at all
supporting documentation on proposals or sales that
are long in the past.
3. You never have to print a document from the time a
lead is received until a sale's invoice is emailed.
4. Our installation crew can log in from the job site and
pull up drawings, instructions, and other pertinent
information in the field on an iPad or laptop.
The challenges we have faced are as follows:
1. Training everyone, myself included, to attach all
documentation as it is received during a lead/sale's
life cycle. We have made it drag and drop, but you
still have to take a moment to get the right screens
positioned on your screen to make it work. While
it only takes a moment it is still easier to not attach
documents in the haste of following up on a lead,
creating a proposal, or approving a drawing.
2. Naming the documents, when they are attached,
in a recognizable way so that when you view the
document list you know what the document is
without clicking on it.
3. Computer screens are limited in size compared to
your desk. When you have a project where you are
getting many quotes from various vendors, it is often
easier to print and work from physical copies that
you can spread out on your desk, rather than to be
jumping back and forth from different documents
hidden underneath others on your screen. When
working at a desk adding a second large screen can
help alleviate this problem, but it can be a nuisance
when you are on the road with your laptop.
4. You still often need to print proposals for a
presentation for a customer or an invoice for
customer, who does not have a process for receiving
emailed invoices. So being truly paperless is not ever
totally achievable.


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Table of Contents for the Digital Edition of The MHEDA Journal - First Quarter, 2018

Chairman’s Perspective
From the Desk of Liz Richards
Editor’s Note
MEET MHEDA’S 2018 BOARD OF DIRECTORS AND MBOA
MHEDA’S 2018 MATERIAL HANDLING BUSINESS TRENDS
Ask A MHEDA-NET Group
MHEDA Calendar
MHEDA MEMBER PROFILE
@WORK
WOMEN IN INDUSTRY
DISTRIBUTOR FORECAST
SUPPLIER FORECAST
MHI FORECAST
ITA FORECAST
CEMA FORECAST
ITR ECONOMICS FORECAST
2018 MHEDA CONVENTION SCHEDULE
THE RULE OF 72
New Members
Spotlight on Association News
MHEDA Milestones
Index to Advertisers by Product Category
Index of Advertisers by Alphabetical
The Last Word
The MHEDA Journal - First Quarter, 2018 - Intro
The MHEDA Journal - First Quarter, 2018 - cover1
The MHEDA Journal - First Quarter, 2018 - cover2
The MHEDA Journal - First Quarter, 2018 - 3
The MHEDA Journal - First Quarter, 2018 - 4
The MHEDA Journal - First Quarter, 2018 - 5
The MHEDA Journal - First Quarter, 2018 - 6
The MHEDA Journal - First Quarter, 2018 - 7
The MHEDA Journal - First Quarter, 2018 - 8
The MHEDA Journal - First Quarter, 2018 - 9
The MHEDA Journal - First Quarter, 2018 - 10
The MHEDA Journal - First Quarter, 2018 - Chairman’s Perspective
The MHEDA Journal - First Quarter, 2018 - 12
The MHEDA Journal - First Quarter, 2018 - From the Desk of Liz Richards
The MHEDA Journal - First Quarter, 2018 - 14
The MHEDA Journal - First Quarter, 2018 - Editor’s Note
The MHEDA Journal - First Quarter, 2018 - 16
The MHEDA Journal - First Quarter, 2018 - MEET MHEDA’S 2018 BOARD OF DIRECTORS AND MBOA
The MHEDA Journal - First Quarter, 2018 - 18
The MHEDA Journal - First Quarter, 2018 - 19
The MHEDA Journal - First Quarter, 2018 - 20
The MHEDA Journal - First Quarter, 2018 - 21
The MHEDA Journal - First Quarter, 2018 - 22
The MHEDA Journal - First Quarter, 2018 - 23
The MHEDA Journal - First Quarter, 2018 - 24
The MHEDA Journal - First Quarter, 2018 - 25
The MHEDA Journal - First Quarter, 2018 - MHEDA’S 2018 MATERIAL HANDLING BUSINESS TRENDS
The MHEDA Journal - First Quarter, 2018 - 27
The MHEDA Journal - First Quarter, 2018 - 28
The MHEDA Journal - First Quarter, 2018 - Ask A MHEDA-NET Group
The MHEDA Journal - First Quarter, 2018 - 30
The MHEDA Journal - First Quarter, 2018 - 31
The MHEDA Journal - First Quarter, 2018 - 32
The MHEDA Journal - First Quarter, 2018 - 33
The MHEDA Journal - First Quarter, 2018 - MHEDA Calendar
The MHEDA Journal - First Quarter, 2018 - 35
The MHEDA Journal - First Quarter, 2018 - MHEDA MEMBER PROFILE
The MHEDA Journal - First Quarter, 2018 - 37
The MHEDA Journal - First Quarter, 2018 - 38
The MHEDA Journal - First Quarter, 2018 - 39
The MHEDA Journal - First Quarter, 2018 - 40
The MHEDA Journal - First Quarter, 2018 - @WORK
The MHEDA Journal - First Quarter, 2018 - 42
The MHEDA Journal - First Quarter, 2018 - WOMEN IN INDUSTRY
The MHEDA Journal - First Quarter, 2018 - DISTRIBUTOR FORECAST
The MHEDA Journal - First Quarter, 2018 - 45
The MHEDA Journal - First Quarter, 2018 - 46
The MHEDA Journal - First Quarter, 2018 - 47
The MHEDA Journal - First Quarter, 2018 - 48
The MHEDA Journal - First Quarter, 2018 - 49
The MHEDA Journal - First Quarter, 2018 - 50
The MHEDA Journal - First Quarter, 2018 - 51
The MHEDA Journal - First Quarter, 2018 - 52
The MHEDA Journal - First Quarter, 2018 - 53
The MHEDA Journal - First Quarter, 2018 - SUPPLIER FORECAST
The MHEDA Journal - First Quarter, 2018 - 55
The MHEDA Journal - First Quarter, 2018 - 56
The MHEDA Journal - First Quarter, 2018 - 57
The MHEDA Journal - First Quarter, 2018 - 58
The MHEDA Journal - First Quarter, 2018 - 59
The MHEDA Journal - First Quarter, 2018 - 60
The MHEDA Journal - First Quarter, 2018 - 61
The MHEDA Journal - First Quarter, 2018 - 62
The MHEDA Journal - First Quarter, 2018 - 63
The MHEDA Journal - First Quarter, 2018 - 64
The MHEDA Journal - First Quarter, 2018 - MHI FORECAST
The MHEDA Journal - First Quarter, 2018 - 66
The MHEDA Journal - First Quarter, 2018 - 67
The MHEDA Journal - First Quarter, 2018 - ITA FORECAST
The MHEDA Journal - First Quarter, 2018 - 69
The MHEDA Journal - First Quarter, 2018 - 70
The MHEDA Journal - First Quarter, 2018 - 71
The MHEDA Journal - First Quarter, 2018 - 72
The MHEDA Journal - First Quarter, 2018 - CEMA FORECAST
The MHEDA Journal - First Quarter, 2018 - ITR ECONOMICS FORECAST
The MHEDA Journal - First Quarter, 2018 - 75
The MHEDA Journal - First Quarter, 2018 - 76
The MHEDA Journal - First Quarter, 2018 - 77
The MHEDA Journal - First Quarter, 2018 - 2018 MHEDA CONVENTION SCHEDULE
The MHEDA Journal - First Quarter, 2018 - 79
The MHEDA Journal - First Quarter, 2018 - THE RULE OF 72
The MHEDA Journal - First Quarter, 2018 - 81
The MHEDA Journal - First Quarter, 2018 - 82
The MHEDA Journal - First Quarter, 2018 - New Members
The MHEDA Journal - First Quarter, 2018 - Spotlight on Association News
The MHEDA Journal - First Quarter, 2018 - 85
The MHEDA Journal - First Quarter, 2018 - MHEDA Milestones
The MHEDA Journal - First Quarter, 2018 - 87
The MHEDA Journal - First Quarter, 2018 - Index to Advertisers by Product Category
The MHEDA Journal - First Quarter, 2018 - Index of Advertisers by Alphabetical
The MHEDA Journal - First Quarter, 2018 - The Last Word
The MHEDA Journal - First Quarter, 2018 - cover3
The MHEDA Journal - First Quarter, 2018 - cover4
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