Canadian Roof Management Inc. Selects
Sajus' Business Process Management Solution
~ Sajus Technologies' EMI solution provides enterprise-wide
management of end-to-end business processes in real-time~
Mississauga, ON, July 30, 2003 - Sajus
Technologies Inc. (www.sajus.com), a provider of Business
Process Management (BPM) solutions, announced Canadian Roof
Management Inc. of Toronto has implemented Sajus EMI. This
advanced BPM suite dramatically improves the company's contact
centre service levels and provides its employees with real-time
status of the customer service process, and any particular
customer order at any time.
Canadian Roof Management - a medium-sized enterprise providing
roofing repair and services to the industrial and commercial
sectors - is using Sajus EMI to automate and monitor its
client contract centre and customer service agreements, work
scheduling and dispatching, billing and invoice processes,
as well as its sales cycle. The company, founded in 1969,
specializes in building and servicing flat roofs, ranging
from shopping mall roofs to industrial roofs throughout southern
Ontario.
Roofing repair is typically a manual and highly competitive
vertical, heavily reliant on customer calls for emergency
roofing repairs and general servicing. By deploying the Sajus
EMI suite, Canadian Roof Management is better equipped to
monitor key performance indicators related to its customer
service process, and in so doing, preventing customer service
issues before they become problems.
"We could receive anywhere from 100 to 300 service
calls a day, depending on the weather and the time of year.
There are a number of ways those customer calls are received
at our office - e-mail, phone and fax," says Jeff Norman,
Chief Financial Officer of Canadian Roof Management. "After
an emergency customer call came in and the service technician
was dispatched to conduct a temporary repair, the follow-up
process was very manual. We needed something to organize
and monitor the process, but previous software packages we
looked at would not conform to our unique way of doing business.
Sajus EMI automates much of the process and ensures that
follow-ups are handled in a timely manner."
By deploying Sajus EMI, Norman adds, "Canadian Roof
Management will likely experience an estimated 12 per cent
increase in revenue as well as a sharp decrease in response
time. Most importantly though, the company is better positioned
to achieve greater customer satisfaction than ever before.
"We want to focus 24/7 on our business - allowing our
customers to track the status of their repairs, what the
cost of that repair is, and when the work will be completed," he
says. "We used to have up to six paper copies for one
work order to address various elements of the repair, and
we'd be lucky to be able to service those customers within
two to three days. With Sajus EMI, we're able to have those
six hard copies compressed into one file. We can now respond
to our customer calls within 24 hours, giving them an accurate
picture of what needs to be done."
As a pure business process management solution, Sajus EMI
enables companies to monitor key performance indicators across
all critical business processes, taking immediate and appropriate
action in the event of inadequate performance. Sajus EMI
supports IT's critical role in an organizations' unique and
challenging business processes. The software suite consists
of several modules available as standalone components or
as part of a comprehensive, distributed BPM solution as deployed
by Canadian Roofing Management.
"Canadian Roof Management is entirely focused on customer
service and it's tough to pinpoint work scheduling and billing
in a timely fashion, given the nature of their business," says
Steven Clarke, president and CEO of Sajus Technologies. "There
are a lot of places where communication can break down -
from the time a customer call comes in, to when the crew
is dispatched to repair the roofing problem to the billing
stage. Sajus EMI will improve Canadian Roof Management's
overall operational efficiencies, with its customer service
call process being the starting point."
Sajus EMI enables any large- or medium-sized organization
to monitor, measure, and improve business processes and ensure
they're working for the best interests of the company, its
customers, employees, partners, and other stakeholders. This
solution is the basis for the agile enterprise, fostering
a state of continuous business improvement.
About Sajus Technologies
Sajus Technologies Inc. is a leading provider of Business Process Management
(BPM) software and services. Sajus BMP Suite 4.1 is running in customer locations
around the world. It allows customers to define, see, monitor, intervene,
automate, measure and improve business processes. Better Business Process
Management helps Sajus customers: solve their most urgent problems, improve
customer service and increase competitive advantage. Sajus, headquartered
in Mississauga Ontario, is privately held, profitable and growing. Visit
them at www.sajus.com
Contact:
John Sacke
Sacke & Associates Inc.
(416) 218-1102, ext. 2190
johns@sackepr.com
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