Using data to address specific challenges of business operations

By Jessica Bravo. 

Three different panelists, three different goals.  

In a recent RLW webinar hosted by Heidi J. Ellsworth, three panelists explored the critical role of data in their companies. Building on the previous article's focus on enhancing business with data, this article will dive into how these three experts leverage technological advancements to align data with their strategic goals. 

1. Michael Black: Customer service satisfaction  

Michael Black of Sutter Roofing emphasizes the importance of data in achieving customer satisfaction and evaluating performance. By pulling data from feedback and surveys, Sutter Roofing can track and analyze customer experiences, identify areas for improvement, and ensure that their team meets service standards. Michael emphasizes customer satisfaction, sharing, "My main focus is how we deliver and how we present ourselves to the client.” This data-driven approach provides insights into team performance and service quality but also helps address any issues. Ultimately, by monitoring and analyzing service outcomes, Michael Black ensures that Sutter Roofing consistently meets or exceeds customer expectations, thereby enhancing overall client satisfaction. 

2. Alex Pegnato: Communication and effective service management 

Alex Pegnato of Pegnato Roof Intelligence Network (PRIN) prioritizes communication and efficient service management. She states, "I think what we look for as the biggest priority is timely communication, and that's kind of what our focus would be.” By using data to monitor the entire service lifecycle — from order acceptance to job completion — Alex identifies inefficiencies and optimizes scheduling and communication processes. Real-time information on service status enables prompt responses to any issues or delays, which significantly enhances operational efficiency. Through detailed data analysis, Alex can detect and resolve workflow bottlenecks, ensuring a smoother and more efficient service delivery process. 

3. Eugene Zukoski: Data utilization and red flag detection  

Eugene Zukowski from Jobba aims to effectively use data for red flag identification and improving business performance. Data helps Jobba customers spot anomalies like customer dissatisfaction or operational delays, allowing for proactive problem-solving before issues escalate. Additionally, Eugene shares, “You really want to look at a red flag as what's abnormal compared to what you're expecting.” As data provides actionable insights for informed decision-making on business strategies and operations, including optimizing resource allocation and enhancing service delivery. By monitoring key performance indicators (KPIs), Eugene ensures that Jobba customers stays on track and continuously improves across all areas.  
 
Read the transcript, Listen to the recording or Watch the webinar to learn how to use data in the roofing business operations!