ConSol offers a comprehensive contractor management solution

Telecommunications service providers know firsthand how challenging it can be to manage contractors and customers - from finding contractors with the required skills to matching them to a location, there are countless challenges.

This was the challenge faced by Service Stream Communications - one of Australia's largest field services providers, specialising in installation and maintenance contracts for telecommunications clients from over 20 branches nationwide.

Complicated processes lead to human errors

As Service Stream's subcontractor workforce is responsible for more than 1,000 projects per week, the organisational and record-keeping challenges facing the business were considerable.

Previously, the firm used an internal tracking system to manage the workload, which resulted in many problems - the majority of which stemmed from simple human errors and inconsistent processes.

Service Stream operates offices across the country, and processes for managing workloads differed from location to location. These inconsistencies between regions meant it was hard to come up with one streamlined system for managing subcontractors and holding them accountable for their work.

Further complications arose from human errors in reporting or conveying information. Staff were required to communicate information including work completion data, changes to plans and any contractor invoices to a central location, where the data was then entered manually. Inconsistent and hard-to-track communications resulted in an ad-hoc approach that was difficult to manage, sending budgets spiralling out of control.

A transparent, visible solution

It became apparent to Service Stream managers that a new solution was needed to streamline the complicated process - creating standardised work practices and greater transparency nationwide.

This is where Yarris - and its customised Software as a Service (SaaS) ConSol offering - was able to step in and help.

ConSol helps managers keep tabs on the field services work process in real-time, allowing for more efficient management of  workers and contractors performing a wide variety of services in locations across the country.

The software is used from procure to pay, through every stage of the process - from creating and accepting a new order to the completion of the job and contractor invoicing. ConSol can also be used to match sub-contractors to specific projects based on their location, as well as referrals from past work.

Contractors can log into the service directly, check on their work allocation and track their progress - cutting out the middle step of communicating this information by phone, fax or email to a central location.

ConSol can even be utilised to generate invoices and other information once the work has been completed, enabling streamlined and effective management at every stage.

Efficiency and accountability with an online solution

Since its implementation, the system has vastly improved sub-contractor accountability, according to Service Stream Executive General Manager, Stephen Ellich.

Key performance indicators (KPIs) are in place for each contractor - and when work goes over budget or takes longer than expected, this information is tracked. Best of all, according to Ellich, the system has been a valuable timesaver in terms of efficiency.

ConSol, he says, has had a major impact on the work volumes that administrative staff are able to handle. Ellich estimates that similar numbers of Service Stream staff are now managing 20 per cent more work than they had been previously.

The real-time visibility has not only empowered contractors as informed purchasers of contracting services, but also enabled Service Stream's regional and national teams to keep better tabs on the work that is being carried out across the country, including timelines and budgets.