ProntoForms hosted an expert panel on April 3rd, 2020 about the 5 guiding principles for field service leaders when responding to the COVID-19 pandemic.
This interview is an excerpt with panelist and ProntoForms customer Lenny Cumberledge, who is GOJO's Field Service Director responsible for GOJO's Purell-brand hand sanitizer dispenser installations.
Learn how GOJO/Purell implemented the five principles:
- Keep technicians safe
- Respond swiftly
- Respond at scale
- Ensure compliance
- Drive decisions with data
Safety of technicians
Lenny, GOJO has been a great customer of ProntoForms for years and a strong advocate for technology, and we know that your organization's experiencing an enormous surge of interest in your products. I was hoping you could shed some light about what Purell is doing to ensure technician safety in the face of COVID-19? How do you ensure new safety protocols are deployed, understood, and used across a diverse team?
Since most of our work is primarily done in healthcare channels, our policy has always been to follow the safety protocols of the hospital that we're working at. With the recent pandemic, we call ahead of time to the hospitals that we're going to and work with the infection preventionist and the EVS director there to make sure that we're coming in prepared and ready for whatever safety procedures they may have.
Then, as far as the tools and technologies that we're using to help educate and guide our field team, once this travel ban's lifted, we're expecting very high levels of demand for our field service team. We've been working to make sure our ProntoForms apps have consistent terminology and we're all using it the same way. This will help us with onboarding and just-in-time training of additional staff that will surely be needed with the elevated demand once this is all over.
That's actually a very interesting point that you brought up: consistency of language related to procedures as well as updating evolving health and safety protocols for technicians to follow. Keeping language similar to what technicians are used to in the past as well as how the application functions helps you in terms of technicians properly following procedures and completing their work in compliance.
Speed and scale of response
How are you leveraging technology platforms to improve the speed of response? What type of technologies are you using to respond?
"Before ProntoForms, it took three months to get a technician up and running. We’ve narrowed it down to weeks with ProntoForms."LENNY CUMBERLEDGE
FIELD SERVICE DIRECTOR
We know we're going to be busy. There's going to be new laws and recommendations outside of just healthcare, including nursing homes, schools, and food service organizations that are all going to have different hand hygiene requirements, which will be a huge demand for us. There will likely be a need for us to quickly respond beyond our original field services group with new or updated workflows and additional or augmented resources. But, as I stated before, we use ProntoForms quite extensively and we use it for just-in-time training and onboarding. Before ProntoForms, it took three months to get a technician up and running. We've narrowed it down to weeks with ProntoForms.
In addition, we continue to automate more and more tasks and communications with the end user.
Compliance is more important than ever in the face of COVID-19 and GOJO has extensive experience with health and safety compliance in the field. Can you elaborate on your experiences.
Proper usage of PPE has always been a critical part of being a GOJO field service rep. We're going into every component of a hospital—from the morgue and where they do research to operating areas—so we take putting on PPE and using it appropriately as a very critical part of our success.
Part of this includes keeping track of all the health and safety regulations that are changing. There's companies like Parallon, Reptrax, and Vendormate where they actually send out protocol changes that they have, and then every vendor that's ever been to their hospital gets these updates. We've been tracking those, and then taking those macro trends and notifying our team through our weekly Chatter post that I put out. We share that with the team to make sure that they're following all of those credentials in their work protocols.
Data collection for decision-making
I think part of the scale of response as well as the speed of response is the agility of moving the data where you need it. Could you provide some insight about where your team moves data?
Every field that's in ProntoForms either creates a new field or new object in Salesforce or is pre-populated from Salesforce through a dispatch. Once all the fields are filled out as a data destination, all collected information then goes back and is re-updated in Salesforce. There's no information that we're gathering with ProntoForms that doesn't end up back in Salesforce. We've been able to further tie that data into Tableau where we're able to then run all of our reporting and analytics to help drive improvements.
Phenomenal. You've created an interconnected digital flow that eliminates any data collection gaps in the field and submits data directly into your system of record. Do you leverage these fully digital workflows in other areas of your business?
Over the last five years, we've really worked on making sure that all of our experiences in the field, all of our knowledge, and all of our learnings are actually captured in Salesforce. We then try to be very transparent to all the stakeholders of the information. Our data is being used by our supply chain to better understand throughput, which will allow them to know what they need to make down to the dispenser level. We're also using the information that we're gathering to help inform the next dispenser that's made. The things that we're learning out in the field can hopefully make that new dispenser even better.
It's great to hear that GOJO is keeping pace with the pandemic and ensuring processes are up-to-date and adhering to a high level of compliance. Thanks again for joining our expert panel and sharing insights on how GOJO and the Purell brand have leveraged technology to respond to the pandemic.
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Past & upcoming events
On September 1st, 2021, we will be holding our annual user conference: EMPOWER'21. From executive and field technician panels to technical demos, sustainability talks, and interactive round tables, there's a lot to look forward to. But have no fear, ProntoForms is here! Join Danika Weiss, the EMPOWER Event Manager, and Mark Scott, VP of Marketing, as they give you the insider EMPOWER'21 secrets to help you empower your conference experience.
WATCH SNEAK PEEK
Exploring New & Expanded Revenue Opportunities for Future Growth Abstract Blurb: The pandemic taught field service professionals a lot about their field force's resilience, speed and agility. Find out how service leaders pivoted their business models to capture revenue through new/different business sectors, and improved processes for onboarding and training technicians in these new sectors to maximize this revenue.
Field technicians are the customers' face of the company and techs' job processes—for good or bad—influence their happiness and job satisfaction. But what happens when many technicians are debating their future in field service? Join a stacked field panel that brings together executives and technicians from Schneider Electric, Trane Technologies, and Cummins to talk shop on improving satisfaction across the board.
At Phillips Healthcare, low-code apps are part of their solution for ensuring technicians automatically complete work in-compliance and that potential audits are painless. Join us as we dive deep into exactly how Philips uses ProntoForms to service some of the most stringently regulated assets on the planet.
SUEZ, a global water expert in the water and waste sectors, was looking to improve operational efficiency and put the right tools in technicians' hands. Watch this webinar for a deep dive into how digital transformation in asset management is possible with custom field apps and agile technology.WATCH SESSION
Gain valuable insights from a squad with numerous years of field service experience working at Fortune 500 companies. Pat Foley, ProntoForms' Client Director will be joined by Dominique Vaes, Founder and Senior Partner at Field Service in Motion, and Johan Franck, Associate Partner at Field Service in Motion, to discuss their lessons learned with digital transformation trends. Come learn how to hit targets no matter how agile and fast digital goals are becoming.
In this session discover:
- How digital transformation is now table stakes in 2021
- What leading field organizations are asking about digital transformation
- How to gain organizational commitment and then manage change
- The power of low-code apps for field service productivity
Don't make rush digital transformation decisions or implementation mistakes. Chris Bade, VP Field Service & Customer Support at Analogic Corporation and David B. Bishop, Director of Service Operations, Building Solutions North America at Johnson Controls discuss how to ensure internal buy-in and business goal alignment in your organization and that tech you invest in today will delivers value to your customers in the long-run.
Service Council and ProntoForms get together for a fluffy talk on lofty dreams of achieving digital transformation nirvana, but for actionable and meaningful takeaways to help you build out your bulletproof digital transformation strategy for 2021.
This virtual town hall brings together field service expertise and learnings from ProntoForms, an organization that has helped deploy countless COVID-related and 2020 response apps in the past year, and one of their prominent customers who will discuss strategies and actions that has helped their organization stay agile and accelerate digital transformation to meet new and unique service requirements and health and safety guidelines
Field and tech executives join Alvaro Pombo, CEO of ProntoForms, to discuss how their organizations have accelerated their digital transformation and tackled the growing demands and evolving requirements of this new business climate.
Learn, innovate, and network. Whether you're a seasoned ProntoForms guru or just getting started with digital transformation and field automation, get ready to become a field efficiency and safety hero at the EMPOWER'20 virtual conference.
Hear from inspiring keynote speaker Jon Barr, CIO of KONE Americas, and watch virtual panels with Ryan Tidd, the Engine Operations Capability and Innovation Director at Cummins, and ProntoForms' VP of Operations and scaling expert, Aly Mawani.