- ZenFire
How EAS Fire Services Automated Inspections Using ZenFire
Listen to Scott & Holly discuss their business challenges and how ZenFire emerged to become the saviour they sought.
COMPANY
Controlled Fire Services
Industry
Fire Protection & Safety
Years Active
8+
Team Size
25 - 30
Location
Kimberly, Canada
01
Early Business Story
Scott and Holly had a simple vision; to keep all communities safe and sound from the horrors of accidental fires with reliable fire protection systems, with a bit of a personal touch. Their motto? Deliver the best customer service ever to their clients. They wanted to make sure that every client they had, nobody felt like just another token number on the screen.
This is what made them start EAS Fire Services over 24 years ago. With Scott’s engineering skills and Holly’s ‘customer-first’ approach, the business became a booming success in no time. They built their business keeping family values in mind, with a tinge of professional excellence to set the standards for service businesses in Fort Lauderdale, Florida.
And it takes a very long time for people to catch on to it. Customers appreciated the extra mile that Scott and Holly took in their business approach — the kind where you know who’s walking in the door and how much you care about their problems and needs.
Over the years, their son Quinn joined the team, bringing fresh energy and a more modern perspective towards things, while keeping the same dedication and focus towards business growth and quality of work.
EAS was not fully focused on expanding its business and getting more clients. Albeit they were growing their customer base quite significantly, they were also setting non-negotiable standards for other service businesses in Fort Lauderdale, Florida.
Our process for preparing reports, quoting, and invoicing was just too slow. We were growing fast, but the office work became a bottleneck
02
Challenges Faced
Success came to EAS Fire Services, but it wasn’t without challenges and redundant daily hurdles. As the business grew and the client count became larger, keeping track of jobs, managing client information, handling service paperwork, and tracking payments became chaotic and messy. They soon realized that prioritizing customer service and keeping it top-notch requires your business to be streamlined in its structure and workflows.
Things might have worked out great when the client base was smaller, and it was easier to remember names. The problem with growing customers is that you have huge profits coming in, but all at the cost of diminished quality of customer service and expectation fulfillment. And once that takes a setback, it’s hard for business owners to clear that reputation in their locality.
For EAS, dealing with these issues silently didn’t seem appropriate. For a family-run business that prides itself on its customer relationships, losing control over these wasn’t a solid option.
Pain Points
- Taking on new clients using the same manual and laborious processes takes too much time and energy.
- Tracking and scheduling technicians and jobs get tough with a growing client base.
- Customer communication lacks transparency and structure, and needs to be speedier to handle large volumes of service requests.
- Tracking invoices and payments, and staying on top of all incoming and outgoing business finances.
We were spending too much time in the office instead of being out in the field, training new hires, or building customer relationships. It felt like we were drowning in paperwork. We were stuck behind our computers, just trying to keep things moving. It was overwhelming—like we couldn’t catch up.
03
The Hunt For A Solution
Scott already knew that they needed a solution that could make things easier for them on the business front, especially for streamlining their workflows and tracking their activities. After researching and checking out a few software and tools, they stumbled upon ZenFire as a potential solution to make their business more efficient and profitable in less time.
After a live demo call with team ZenFire on how the software would integrate with their business, EAS Fire Services realized they didn’t just need a software solution — they, along with it, needed the correct type of guidance and support as well. They were used to the hands-on process of handling everything. Now, a jump from the traditional way, and switching the entire business to a digital workflow, was a process that they could use some guidance for.
ZenFire made the difference for them as it was built to offer them all that and much more.
Our process for preparing reports, quoting, and invoicing was just too slow. We were growing fast, but the office work became a bottleneck
04
Getting Onboarded
Let’s get real. Switching to ZenFire didn’t mean installing the software and starting your work day as usual. The onboarding process took less than a week, and they could migrate all of the business data, accounts, and payment information into their system. The process was surprisingly smooth for EAS, even with the inevitable hiccups of learning something new and changing the way they approach doing the same activities.
The ZenFire team has always been just a call away — be it any issue, it usually gets solved in the same hour. This is something that Scott appreciated very much, as he prefers picking up the call and resolving the issue instead of waiting for an email reply. And ZenFire is more than skillfully equipped to handle things like that and keep the sentiment of EAS going strong.
Not to mention, things haven’t always been as comforting as a sunny day. There were issues that came up without a knock on the door. It could be anything ranging from adjusting to the new ways of managing invoices to figuring out the search feature to look for all business documents in a single space. However, ZenFire has always been with us, at each step, helping us learn and adjust to better ways of handling a business.
We were spending too much time in the office instead of being out in the field, training new hires, or building customer relationships. It felt like we were drowning in paperwork. We were stuck behind our computers, just trying to keep things moving. It was overwhelming—like we couldn’t catch up.
05
The Payoff
More time in the field
Scheduling and dispatching got streamlined, without the chaos and complexity
Before
Quotes took 3–5 days
After
Standard quotes sent in under 1 hour
Seamless communication
Communication between back office teams, field technicians, and stakeholders was smoothed out.
Before
Admins spent 2–3 hours per job coordinating updates, sending files, and chasing photos.
After
Automated workflows and centralized information
Instant invoices to clients
Faster invoices and payments are enabled while minimizing the use of paper and manual ways of calculating business revenue.
Before
Admins spent 2–3 hours per job coordinating updates, sending files, and chasing photos.
After
Automated workflows and centralized information
Efficient technician & staff
Productivity saw a rise in the graph as time cleared up for revenue and client service activities, which affect a business’s bottom line.
Before
Admins spent 2–3 hours per job coordinating updates, sending files, and chasing photos.
After
Automated workflows and centralized information
Customer support even at 03 AM
Customer support and client satisfaction improved and became more responsive due to feedback and open communication.
Before
Admins spent 2–3 hours per job coordinating updates, sending files, and chasing photos.
After
Automated workflows and centralized information
Our process for preparing reports, quoting, and invoicing was just too slow. We were growing fast, but the office work became a bottleneck
06
Where They Stand Now
EAS Fire Services stands tall today, still running like a well-lubricated machine. The team there now spends less time juggling customers, technician schedules, and paperwork for client documentation. Focus is now concentrated on improving customer service and providing high-quality fire safety and professionalism that keeps communities safe.
Not just business processes, EAS Fire Services has benefited from the profits of focusing on bettering their customer service and automating their processes before their competitors. They are now a leading fire safety service provider in Fort Lauderdale, Florida.
At present, ZenFire isn’t just a software for EAS Fire Services that helps with setting things up for their business. It is more than that, holding the threads that keep everything running smoothly, even when you’re not focusing on it.
We were spending too much time in the office instead of being out in the field, training new hires, or building customer relationships. It felt like we were drowning in paperwork. We were stuck behind our computers, just trying to keep things moving. It was overwhelming—like we couldn’t catch up.
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