“Commusoft only keeps getting better and better.”

C. Anderson & Sons is a plumbing & heating business run by brothers Crawford and Will Anderson. While they mainly provide services to residential customers, they’re looking to grow their commercial operations in the near future.

Their work is often complex in nature, demanding stringent safety checks and detailed record-keeping. The team carries out approximately 7,000 jobs a year, so C. Anderson & Sons need robust solutions that can streamline compliance and protect their business’ reputation. 

Here’s the story of how they use Commusoft’s digital forms software to maintain high service standards and deliver consistency across their business.

The Problem: Maintaining Consistency with a Clunky System

The team were using Joblogic before moving to Commusoft, with the system requiring a lot of manual input to function properly. This wasted a lot of valuable time day-to-day, and didn’t create a positive user experience.

How jobs were being inputted was clunky. The job history wasn’t really easy to retrieve. And there were other aspects we were struggling with.

Crawford Anderson

Due to the platform’s limitations, it meant consistency became a huge challenge for the business. Without standardised processes in place, ensuring engineers regularly filled in the necessary information correctly was difficult.

There were just too many fields that could be used or skipped, and it just meant that we were logging jobs with little or incorrect information.

Crawford Anderson

Inefficient processes had a negative impact on customer sentiment, too. A lack of real-time information meant engineers often had to justify costs by explaining what they were doing with their time, how long they were spending on site, or if a change had been made.

Eventually, this way of working became unmanageable for the team. While the prospect of switching systems was initially daunting, ultimately the team knew they needed to replace messy processes with seamless digital workflows that would make life easier for their entire team. 

That’s why they chose Commusoft all-in-one job management software.

The Solution: Delivering Quality Work with Custom Digital Forms

Adopting Commusoft has been a game-changer for C. Anderson & Sons, helping them to enhance their service delivery.

Commusoft was a key component in making sure a standard of work was met. That’s been brilliant.

Will Anderson

Our powerful digital forms software allows clients to create exactly what they need to capture the right information on every visit, whether that’s pre-work safety assessments, PPM checklists, or site surveys. Will explained how this can work in practical terms:

Our engineers are instructed to take a picture with a dust sheet down because of the amount of jobs we used to do without putting dust sheets down. It was hit and miss. But now you can’t login or pass that first page until you take that picture with the dust sheet down.

Having the ability to create custom checks has meant they can provide evidence to customers who might ask questions or make an unjust complaint. It’s increased their team’s confidence in the field, too, ensuring they always know what’s expected of them.

Structured digital workflows also guides engineers seamlessly through their tasks from start to finish, improving quality and safety for the whole team. 

We’ve got prompts for the management, we’ve got prompts for the engineers, so we’re all being reminded of what we need to be doing on each job.

Crawford Anderson

Instead of struggling to complete work with a clunky system like in the past, important on-site tasks are now always completed and documented. With gold-standard processes built directly into their workflows, maintaining consistency is no longer a problem for C. Anderson & Sons.

All that just makes it painless and reduces the number of queries and battles you have because all the information is there. It’s transparent, it’s concise, it’s clear cut, it’s all passed onto the customer.

Will Anderson

The Impact of Commusoft’s Custom Forms Software

Following completion of work, Commusoft automatically sends customers a professional, branded job report. Keeping verifiable digital records has been crucial in resolving small disputes before they escalate and become a negative online review. 

It gives our customers peace of mind because they can actually see the real-time, digital record for the timings, and the changes, as well as the proof of work and the engineers report.

Will Anderson

Not only has this proven useful for protecting their reputation, but also for controlling costs. From engineers logging information more efficiently on their field service mobile app, to the operations team no longer spending hours locating critical data, Commusoft has significantly streamlined their daily operations.

It has really minimised the manpower needed to manage those processes which, traditionally in our historical system, required a lot more attention and input to facilitate.

Will Anderson

Looking to the future with Commusoft

As C. Anderson & Sons look to scale up their business, Commusoft is on hand to support them with powerful, but easy-to-use workflows that make compliance simple.

We’ve got some challenging targets and we know we are on the right path. Commusoft’s definitely a key part of us achieving those milestones and goals, and growing the business.

Crawford Anderson

Commusoft’s focus on continuous innovation has particularly impressed their team, with our field service management software evolving right alongside them. Knowing that the tools they’re using help safeguard their business, Crawford & Will have full confidence in us as their long-term partner!

Commusoft only keeps getting better and better. The updates, the tweaks that come into it. It’s premium, and it’s absolutely the best operating system you’ll get out there in my opinion.

Will Anderson