Streamlining daily work
When Bowman gets to work each morning, she opens TheWorxHub on her computer and doesn’t close it out until the end of the day. “Everyone I work with does the same thing,” she says. “You need it all day long.”
Bowman and her team use TheWorxHub to run reports, add or update work orders, look at individual maintenance technicians’ workloads and other tasks. “Whether you’re looking for resident information or the history of work orders on the unit, all that information is available in one program,” Bowman says.
Maintenance technicians log into the system from the field, operations staff manage daily work in TheWorxHub and finance department members use it to run financial reports. “The software has been life-changing for me, but everyone in the office uses it all day long,” Bowman says. “I don’t know how I would do my job without it.”
Improving service
Holland Home has long focused on customer service, and TheWorxHub helps the organization provide even better service to its residents and their families. Some staff members from throughout the campuses can remotely enter work order requests, and Holland Home is working to make it possible for residents to input work order requests too. TheWorxHub makes it easy to provide accurate updates about any work order.
“As long as the system is being used correctly and everyone is putting in notes as they should, the program is intended to allow us to be able to provide the best level of customer service,” Bowman says. “The resident or their family member or a nurse from the floor can call in and get all the information they need. They don’t want to just hear, ‘that work order was completed.’ They want to know exactly what was done, who did the work and the date. All that information is right at your fingertips in TheWorxHub.”
Accessing data and reports
At its monthly operations meeting, the Holland Home team focuses on tracking key performance indicators. TheWorxHub allows the team to easily pull data to track its progress, such as the frequency of certain types of work orders, the average number of return trips required to complete work orders and the average length of time for open work orders at each campus.
Bowman once launched a competition between the three Holland Home campuses based on TheWorxHub data. She tracked and charted the average number of days work orders were open at each campus on a monthly basis. The team with the lowest number of open days won candy bars each month and a pizza party at the end of the quarter. The data was easy to pull from TheWorxHub, and the competition resulted in a decrease in the number of open work orders.
Holland Home has also used TheWorxHub data to report to the C-suite about labor issues. “We can easily track the number of work orders each maintenance tech is working on per day, and the number of hours they’re spending on each job,” Bowman says. “The reports make it clear that we don’t have enough staff for the number of hours these jobs are taking.” As a result, the organization is currently looking to hire a new HVAC technician.
Changing the game
If a peer in the senior living industry asked Bowman about TheWorxHub, “I’d ask them why they aren’t using it,” she says. Not only does the software change the game for managing senior living facilities, but the support and customer service from Brightly — which was later acquired by Siemens — have made the experience of using the software more enjoyable, Bowman says.