The Challenge: Costly Delays and Communication Gaps
As a trusted partner to contractors across the Mid-Atlantic region, APR Supply Co. takes pride in delivering technical support when and where it's needed most. Historically, when contractors encountered equipment issues or design questions, the company offered two support options: dispatching a dedicated support vehicle to the contractor's location or attempting to troubleshoot over a phone call.
This approach created several challenges:
- Costly and Time-Consuming Truck Rolls: Support vehicles required long trips to job sites, often scheduled days or weeks out. These dispatches consumed significant time and resources, with Technical Service Advisors sometimes traveling hours to resolve issues that could have been simple fixes.
- Communication Barriers: Phone-based troubleshooting relied on verbal descriptions of technical issues. Without the ability to see the equipment in question, both contractors and advisors struggled to communicate complex visual details accurately.
- Project Delays: Contractors couldn't afford to wait days or weeks for assistance. Extended resolution times meant projects stalled, impacting their ability to serve their own customers efficiently.
APR Supply Co. needed a solution to provide immediate visual support, reduce unnecessary truck rolls, and keep contractors' projects moving forward without delay.
The Solution: App-Free Visual Remote Assistance
APR Supply Co. selected Blitzz Concierge—an app-free mobile video platform—to transform its technical support workflow and deliver instant visual assistance to contractors in the field.
Key features utilized by APR Supply Co.:
- App-Free Access: A Technical Service Advisor simply sends a link via SMS text message to the contractor. When the contractor clicks the link, the advisor instantly gains a secure, real-time view through the contractor's smartphone camera—no need for third-party apps like Zoom, Webex, or Teams.
- Augmented Reality (AR) Collaboration: Both the advisor and contractor can use AR features to draw, highlight, and annotate directly on the live video stream in real-time, making it easy to identify wiring issues, point out specific components, and guide installation steps.
- Instant Visual Problem-Solving: Advisors can immediately see what contractors see in the field, eliminating the guesswork associated with audio-only communication and enabling faster, more accurate troubleshooting.
- Photo Documentation: Technical Service Advisors can capture high-quality photos during video sessions, making it faster and easier to document service cases for future reference.
"Contractors can't wait for hours or days to receive the help they need to keep their projects running smoothly. The faster they can get support, the quicker they can resolve their issues, and the happier their customers will be. Blitzz helps APR Supply Co. build on its incredible legacy of customer service and add even more value to its contractor partnerships."
— Rama Sreenivasan, Founder and CEO of Blitzz
The Results: Immediate Impact on Efficiency and Contractor Satisfaction
By leveraging Blitzz Concierge, APR Supply Co. transformed its technical support process, leading to measurable improvements in operational efficiency and contractor satisfaction:
- Faster Resolution: Questions and issues that previously required days or weeks to address through scheduled site visits can now be resolved in minutes through live video support.
- Reduced Travel Time: Technical Service Advisors save 6-8 hours each month by solving problems remotely instead of driving to job sites.
- Elimination of Unnecessary Truck Rolls: APR Supply Co. has reduced monthly truck rolls by 10%, cutting transportation and overhead costs significantly.
- Improved Communication: Live video and AR annotation eliminate confusing verbal cues, allowing advisors and contractors to collaborate with visual precision.
Key Success Metrics
| Metric |
Before Blitzz |
After Blitzz (Impact) |
Value Proposition |
| Truck Rolls |
Higher volume of in-person visits |
10% reduction |
Visual support eliminates unnecessary dispatches, allowing APR Supply Co. to reserve truck rolls for truly complex issues.
|
| Time Savings |
Hours spent traveling to sites |
6-8 hours saved monthly per advisor |
Remote troubleshooting drastically reduces travel time, enabling advisors to support more contractors in less time.
|
| Resolution Speed |
Days or weeks for scheduled visits |
Minutes for remote video support |
Contractors receive immediate assistance, keeping their projects on track and their customers satisfied.
|
| Operational Costs |
High travel and vehicle expenses |
Significantly reduced |
Fewer truck rolls translate directly to lower fuel, maintenance, and vehicle-related expenses.
|
| Contractor Experience |
Frustration due to wait times and scheduling delays |
Improved satisfaction with instant support |
Contractors can resolve issues without interrupting their workflow, leading to better project outcomes and stronger partnerships.
|
Conclusion
By integrating Blitzz Concierge into its technical support operations, APR Supply Co. eliminated the time and cost barriers associated with traditional truck rolls and phone-based troubleshooting. Technical Service Advisors can now see exactly what contractors see in the field, enabling instant, accurate assistance that resolves issues in minutes instead of days.
This transformation has allowed APR Supply Co. to strengthen its contractor relationships, reduce operational costs, and uphold its 101-year legacy of exceptional customer service. Blitzz has become an essential tool in APR Supply Co.'s mission to keep contractors' projects running smoothly and efficiently.
