Preventing rather than responding moves the company forward.
Founded in 1968 as a small industrial, commercial and residential contractor, Naylor Building Partnerships now provides installation and maintenance services to Ontario-based companies. Working with technology industries such as HVAC, refrigeration, electrical, plumbing, and compressed air, Naylor provides single-source support for 2,000 customers, including education and government agencies, commercial buildings, industrial plants, and high-rise apartments.
Instead of Naylor based on a reactive fault repair model, the goal of the model is to keep technicians on site as much as possible, while Naylor rewrites the script to focus on preventive maintenance. It was a priority that Naylor even developed a proprietary application that gave field technicians immediate access to work orders and past maintenance reports to help plan their next steps.
This means that technicians can shorten access times and be satisfied with customers who reduce downtime. When there are problems with HVAC systems or plumbing, the company has the ability to act quickly and pull employees from preventive visits to emergency calls. Because Naylor employees have this agility, their customers can get back to work faster.
A common problem in the industry is the delay between a technician diagnosing a problem and obtaining an estimate from the office of the urgent work required to maintain customer business. Operation. Naylor avoids this by authorizing field technicians to release estimates instantly with the help of the app. (Not surprisingly, this level of trust leads to higher employee retention rates.)
Naylor also enhances its reputation for efficiency by offering multiple different services under one banner. Customers do not need to receive invoices for electricity, HVAC and compressed air work, but instead get all invoices one by one, which can be accessed through the customer portal on the company website. This one-stop dashboard enables customers to monitor their spending and provide inspection documents to prove that they meet provincial and national standards.
Many Naylor employees have worked in the company for decades. Executives believe that strong relationships with employees are key to retaining customers for the long term. Because the same technician performs scheduled maintenance and on-site maintenance on a regular basis, it provides an opportunity to build relationships-Naylor's name "Partner" gets due thanks.