RIDGIDConnect™ harnesses the power of digital information for increased efficiency, effectiveness and profitability

BY JAY GATZ

Much like the role technology has played in our personal lives, the digital revolution has also impacted our businesses and enabled new capabilities. In the plumbing and hvac categories, early adopters of digital-based tools, web sites and software packages typically have witnessed an increase in the efficiency and effectiveness of their organization’s operations. While there is usually an upfront investment, early digital adopters in the trades also have enjoyed advantages over their competitors in the efficiency that technology can bring, as well as the diversity of service offerings they provide their customers. This, in turn, has led to greater customer satisfaction and levels of revenue and profitability.

Even though the benefits of utilizing technology in the plumbing and hvac space outweigh the drawbacks, we realized contractors were still looking to resolve a few issues as digital influence grew in the categories. Most importantly, from a contractor’s perspective, was finding the answers to the questions: “What’s the most comprehensive online tool that will make it easy for me to use digital information to save me time and grow my business?” and “What digital tool is best-suited to serve the needs of my business, workers and customers?”

Meeting the market’s digital needs

With our core business based in the plumbing and hvac trades, and being one of the leaders in the introduction of digital inspection equipment to the trades, RIDGID moved to again meet the demand of our end users and provide an answer to the contractors’ questions about the “right” technology for their business.

Working with a select group of contractors from across the plumbing and hvac trades, we were able to identify specific areas of concern organizations were having regarding using digital media to its full potential, such as:

• Having continuous access to their digital files in a safe and controlled environment;
• Easily being able to file information for long-term availability; and
• Making the use of digital media a viable return on investment.

The contractor group added another challenge, which was dealing with the online lifestyle of their customers — residential and/or commercial. They stated people wanted prompt delivery of information and they needed a tool that would allow them to electronically deliver files (photography, files, documents, and/or videos), reports and estimates to their clients, and if requested, be shared with multiple individuals — for instances when more than one individual is involved in the decision-making process. They said this was important in removing any delays in receiving approval on a job, which can lead to lost production time and revenue for the service contractor and also eliminate a majority of the time spent in the office by field technicians making reports or burning copies of digital media.

The answer

After years of development and intensive Beta testing with numerous contractors, RIDGID had the answer — a solution for meeting the digital needs of the plumbing and hvac trades — RIDGIDConnect™. Launched in January 2010, RIDGIDConnect is an online, subscription-based service that provides secure storage of digital content and records, while facilitating communication of job site reports to customers and other pertinent parties. Accessible from any Internet browser or an enabled mobile device, contractors have 24-hour, seven-day-a-week access to their digital information.
As a result of much discussion with our contractor group, we knew the main focus of the site’s development must be to design a tool that allows service professionals to focus on their area of expertise and not worry about how they need to communicate, distribute, sort or manage digital information. RIDGIDConnect makes working with digital information, customer lists, and job records easy while enhancing the professional appearance of your business.

The benefit of RIDGIDConnect: overcoming communication challenges

Sharing, storing and simplifying digital information for viewers to understand were key elements in the development of RIDGIDConnect, all of which lead to assisting service professionals in overcoming communication challenges internally and with customers. Contractors who utilize the service can quickly upload customer lists, media and files from their personal computer or any digital inspection device, thus saving time that was historically spent in the office. The service provides a backed-up archive for media and allows contractors to quickly associate the information with a specific customer or job. Additionally RIDGIDConnect reduces the overhead costs of inspection by negating the need for external media or backup drives.

Collected information then can easily be entered into a job report template within the RIDGIDConnect system. The job report feature includes public fields where customers are provided full details about their job. To help contractors recall job specifics, there are private note fields designed for company viewing only. Once a job report is created, a link is then emailed to one or multiple parties. The report is provided in a professional, easy-to-follow, interactive format allowing for easy customer response.

Any feedback or communication from the customer is retained in the job report and also emailed directly to the contractor so they can quickly respond and follow-up. The contractor’s ability to store, retain and recall correspondence with a customer of work done or quoted is a valuable asset to any service business, and in some instances, helps mitigate liability claims.

Another RIDGIDConnect feature gives the contractor the ability to restrict access to a job report to ensure competitors are not viewing their inspections or quotations. Contractors utilizing the system have seen customers respond to the electronic job reports and estimates 30% faster than with previously utilized communication methods.

To help customers understand the specifics of their job, the site allows for bookmarks to be placed in any videos attached to the job report. This provides a concise, direct view of the problem. Plus, still frame images can also be extracted from a video and marked up to call even greater focus to an area of interest. RIDGIDConnect’s media tools are not just designed for videos and pictures. Any digital file can be supported on the system, which makes it an effective tool for sharing warranty forms, owner’s manuals or service reminders with customers, thus enhancing the value of a contractor’s services.

RIDGIDConnect: a long-term business asset

Beyond the short-term gains of increased operational efficiency and effectiveness, there are also long-term RIDGIDConnect effects. Companies that utilize RIDGIDConnect will have a vault of detailed information on every customer or job they record and conduct. Think of this as an electronic data collection of your business that can further define the value of your company in the event of a sale, or enable you to offer additional services based upon your understanding of past work or service issues. RIDGIDConnect can help you grow your business.

To learn more about RIDGIDConnect, and how it can provide your company a competitive advantage while maximizing your investment in the digital revolution, visit www.ridgidconnect.com.

Jay Gatz is vice president, strategic planning for RIDGID.