Paynes’ team of over 40 plumbers and engineers provides plumbing, heating, electrical and renewables services in the south east. They had used an in-house PDA system since 2005; it needed an update.
The challenge
The old system’s output was inflexible, so paper lingered — including a foot-high pile of CP12 Gas Safe certificates to check and send by hand. PDAs were end-of-life, with second-hand replacements bought on eBay. Re-developing in-house would have been too costly. A large new contract starting in 2018 was the push to replace it.
The solution
They implemented Pro Pal for service first, matching old functionality, then moved installers across and added cost centres and photos gradually as training time allowed. Ordering and quotes were next.
The result
Pictures arrive more easily. Run sheets are in the system. Timesheets log automatically. Staff on the new remote contract rarely come to head office — Pro Pal made that possible. The last physical batch of CP12s is being archived.
Jobs and invoices sit in one place. Putting a customer on stop is a click, not a walk around the office. Monthly service reports that used to be time-consuming are now guaranteed and easy. “We’re very, very happy with the support. Field Force are extremely helpful.”
