About Heat Merchants
Trading in 31 outlets around Ireland, Heat Merchants have offices based in Athlon and Balbriggan. The business supplies a comprehensive portfolio of heating, plumbing and renewable energy solutions for both domestic and commercial projects.
What challenges did you face to implement a new workflow management system?
“In relation to Heat Merchants aftersales, Heat Merchants services engineers are located across the country and are available to assist homeowners and installers with commissioning, servicing, aftersales support and warranty repairs for key product ranges.
“Growing demand and team expansion prompted the switch from in-house systems to WorkPal. As a workflow management system, WorkPal provided the opportunity to centralise all communications, data, parts management and scheduling.”
How has WorkPal benefitted you since you implemented the software?
“WorkPal now sits at the heart of daily operations & communications in a busy Heat Merchants Call Centre and a geographically dispersed Engineer team.
“The job scheduling functionality within WorkPal aids swift customer response times.” Office staff can easily schedule jobs with the closest available engineer, rearrange appointments and have a full overview of staff.
“A myriad of paper-based forms are now replaced by a comprehensive electronic document management system.” Our implementation team work with you prior to your Go Live date, digitising your existing paper forms and documents and storing them in one centralised location in the cloud.
“Daily parts management via WorkPal allows Heat Merchants to deliver excellent customer support, minimising customer downtime & outages. The reporting functionality also supports daily decision making & planning for management.”
How easy was WorkPal to implement?
“Transitioning to WorkPal was made easy through a series of structured steps and the invaluable support of WorkPal’s Pre-Sales and Technical Support staff. Once live, a project team of Heat Merchants staff provided training to all users on both the WorkPal mobile and desktop app.”
Do you feel you have been given enough training with WorkPal and is there enough support post-setup?
“WorkPal Support has proved to be very helpful, particularly in the early days when modifications & clarifications are most needed. The recent introduction of a new Administration Dashboard allows small, in-house modifications to be made quickly and on the go. WorkPal Support is very accessible at all times with quick response times.”
Would you recommend WorkPal to another company?
WorkPal has proven to be a very stable Job Management Software with zero downtime or technical glitches. This reliability has given Heat Merchants full confidence in WorkPal. The software will be a key presence as Heat Merchant’s aftersales continue to go from strength to strength.
