April 2014
Contractor Connection Quarterly Report Atlantic Region
Inside this issue: Estimate Upload Times
1
Mitigation & MRP Estimate Upload TIP
2
Textile Contractors POMS YTD
3
Customer Satisfaction Rating 3 POMS Results YTD Top 10 Contractors
3
Contractor Connection Conference June 9th—13th
4
Performance Object Monitoring System (POMS)
4
Training
4
Active/ Inactive Status
4
Contact Information
4
This transmission is intended exclusively for the individual or entity to which it is addressed. This publication is for network members only and is not to be circulated outside of your location or organization. This communication contains information that is confidential, proprietary, privileged or otherwise exempt from disclosure. The unauthorized distribution or publication of Crawford Contractor Connection communications is strictly prohibited if you are not the named addressee, you are NOT authorized to read, print, retain or disseminate this communication, its attachments or any part of them. If you have received this in error, please notify the sender immediately and delete this communication from all computers.
2014 has offered opportunity through consistent volume of assignments. With the increased activity we have seen an increased number of Pending Assignments within the network. Pending Assignments are one of the following; Assignments received where the required estimate has not been uploaded, OR Work flow Status “Job Start” or “Job Not Sold” have not been updated in XactAnalysis. Pending assignments remain on the report until XactAnalysis is updated. These pending assignments are also leading to increased time and resources required to manage these assignments, as many of these assignments are exceeding the 60 day mark from notification and are subject to Auto Billing. Approximately the 20th of every month a communication is sent to all network contractors advising of the assignments and their billing status. We ask that you are proactively managing these assignments by keeping the workflow status accurate and current prior to the Auto Billing period and avoid the time and resources required reverse the Auto Billing fees. We look forward to our continued growth along with growing our partnership in performance with you in 2014. Estimate Upload Times: Many of you may know this as, TIP (Time in Process) for Estimate Upload: Days from Call Center Date to First Estimate Received Date, located on your POMS Scoring & Mitigation POMS Contractor Scoring. The client’s expectations for the Mitigation assignments are; Upload completed Estimate and Supporting Documentation within 48 hours of job completion, not to exceed 7 Calendar days. The expectations for the MRP (Repair/ General) Assignments are; Upload completed Estimate and Supporting Documentation with 5 days of assignments notification. Therefore from the time you’re notified of the assignment to the time the assignment is accepted by the Estimate Review Department, is the resulting score on your POMS. A common misconception is that the clock stops when the estimate is uploaded. The clock stops when the XactAnalysis notes show Status Update “Review Accepted”. It’s been our experience that delays due to outstanding subcontractor quotes are caused by not communicating the timelines to sub trades. If the expectation is not set with the subtrade as to when the quote should be returned, the sub trade will get to it when he/she can. The only one hurting in this situation is your branch, in which you will receive a high TIP Estimate Upload and low POMS. You are able to monitor your Estimate Upload through the Contractor Connection webpage. In the Assignment Summary page go to the Assignments Received and select the corresponding number for the current month. This will provide you a detailed list of the assignments that have been received, the date in which they were assigned, and the date the assignments were uploaded. Knowing and understanding the Contractor Instructions and timelines, you will be able to track and monitor the assignment and more specifically the Estimate Upload, or forecast the date the estimate should be uploaded. Getting to 5 days is not going to be easy for some of you. Take the time to review your processes, and take small steps now to improve your Estimate Upload: Days from Call Center Date to First Estimate Received Date. This is an area that can immediately improve your POMS Scoring.
Save the Date – Contractor Connection Conference June 9-13, 2014 Don’t forget to register for your location’s participation in the annual conference in New Orleans on June 9-13, 2014. We look forward to seeing you there! Visit www.contractorconnection.com/ contractorconference/ for more info.
Mitigation
MRP
Mitigation Contractors Producing the best average year-to-date estimate upload TIP
General Contractors Producing the best average year-to-date estimate upload TIP
Paul Davis Systems– North East New Brunswick
A.L. Gullison Disaster Kleenup– Fredericton (DKI)
SystemCare– New Glasgow
ServiceMaster– St. John’s
VC Renovations Disaster Kleenup– Caraquet (DKI)
Paul Davis Systems– New Glasgow
SystemCare– Digby
VC Renovations Disaster Kleenup– Campbellton (DKI)
VC Renovations Disaster Kleenup– Campbellton (DKI)
FirstOnSite Restoration L.P.– New Minas
FirstOnSite Restoration L.P.– New Minas
WINMAR– Annapolis Valley
Paul Davis Systems– North West New Brunswick
Paul Davis Systems– Cumberland and Colchester
SystemCare– New Minas
A.L. Gullison Disaster Kleenup– Fredericton (DKI)
WINMAR– Annapolis Valley
System Care– New Minas
SystemCare– Bridgewater
Paul Davis Systems– New Glasgow
Mitigation Contractors Producing the worst average year-to-date estimate upload TIP
General Contractors Producing the worst average year-to-date estimate upload TIP
First General Services Ltd– Halifax
WINMAR– Halifax
S. Allen & Sons– New Glasgow (DKI)
WINMAR– Bathurst
SystemCare– New Glasgow
First General Services Ltd.—Halifax
WINMAR– Halifax
A T Restoration Services Limited– Grand Falls
WINMAR– Newfoundland
WINMAR– Newfoundland
2
Contractor Connection Report: Atlantic Region
Please work to improve your program performance results. For those in red, your goal is to improve your program performance so that your name is not posted in red.
POMS Results YTD Top 10 Contractors Mitigation CONTRACTORS
MRP CONTRACTORS
Paul Davis Systems– North East New Brunswick
SystemCare– Digby
Customer Satisfaction Rating: Eastern District vs. National for January 1st, 2014. – March 31st, 2014
VC Renovations Disaster Kleenup SystemCare– New Minas – Campbellton (DKI) VC Renovations Disaster Kleenup WINMAR– PEI – Caraquet (DKI)
Please review your scores with your team and contact your District Manager with any questions or concerns that you may have regarding your Customer Survey scoring. A total of 195 surveys were completed in the 1st quarter. This survey has 7 basis questions and all questions are measured on a scale from 1- 10, with 1 being the lowest and 10 being the highest.
Paul Davis Systems– Halifax
FirstOnSite Restoration L.P.– New Minas
WINMAR– Annapolis Valley
SystemCare– Port Hawkesbury
Eastern District has an average year-to-date of 8.76.
SystemCare– New Minas
Paul Davis Systems– Moncton
S. Allen & Sons– New Glasgow (DKI)
A. L. Gullison Disaster Kleenup– Fredericton (DKI)
The goal for 2014 is to maintain an average of 9.0 or greater. Will your location measure up for the 2014 Customer Survey Goals of 9.0?
SystemCare– Windsor
SystemCare– New Glasgow
ServiceMaster– Fredericton
ServiceMaster– Moncton
FirstOnSite Restoration L.P.– Yarmouth
First General Services Ltd.—Halifax
Customer Satisfaction Rating
Customer Surveys can be located at your Contractor Summary page https://www.contractorconnection.com . Please review your survey activity each month.
POMS Results YTD Textile Restoration Contractors
All claims that require dry cleaning must be handled through the Textile Restoration program unless there is no program dry cleaning vendor in a specific geographic area. No MRP or Mitigation contractor should handle any portion of Textile Restoration associated with any assignment unless advised specifically by the handling adjuster. If you should receive an assignment that requires Textile Restoration, please immediately notify the handling adjuster or Contractor Connection and they will assign that portion of the loss to the Textile Restoration program. Each of our TOP performers have managed to maintain and average year-to-date estimate upload TIP of 2.35 days or less combined with an average year-to-date POMS score of 4.42.
TOP Textile Restoration Contractors YTD in order CRDN—Nova Scotia CRDN—New Brunswick
3
Contractor Connection Report: Atlantic Region
Contractor Connection Conference June 9th, 2014—June 13th, 2014 Team Canada Contact Information Canadian Events Everyday at Conference: Tuesday June 10th — - Canada Meet & Greet — 4:30-5:30 - Conference Kick Off Reception —5:30-7:30
Director of National Sales and Operations Dan Loosemore P: 1.519.593.2667 Daniel.Loosemore@crawco.ca Manager Operations & Client Services Cortney Stroh P: 1.519.593.2727 Cortney.Stroh@crawco.ca
Wednesday June 11th — - Canadian Session—1:00-3:00 Thursday June 12th— - Canadian Client Session—10:00-12:00
National District Manager Travis Collingwood P: 1.519.593.2731 Travis.Collingwood@crawco.ca Customer Service P: 1.866.838.6798 Customerservice @contractorconnection.com Membership Services Wendie Razon P: 1.904.394.6307 Wendie.razon@ contractorconnection.com
Performance Objective Monitoring System (POMS) One of the most frequent questions asked is, how Contractor Connection determines the scoring on the monthly POMS. At your Contractor Connection webpage, in your Library Listing, there is a guideline that is used to determine the POMS scoring. Please refer to Mitigation POMS Exhibit and POMS Exhibit B. You may find this information useful to set your own personal goals as a branch or as an individual. Focus from the team to constantly improve and doing the right things consistently, will increase awareness of your POMS
Active/ Inactive status: As many of you are aware, assignments volume across Canada seems to be continuous with the occasional influx in volume specific to an area and or province. There is an option to become inactive to receive new assignment for as little or as long as you wish. You are not negatively impacted by becoming inactive, and it provides you and your team time to catch up on the existing assignments that you currently have. Please be sure to have the owner communicate with your District Manager on these types of requests.
Billing Support P: 1.904.394.6200 Billing.inquiries@ contractorconnection.com
Network Communications: We ask that you read and share all network Training: communications with your staff to keep them Your District Manager can offer a refresher training session to you and your team. This can informed of network news and program updates. Failure to read these communications or be done at your office or via Webinar. Please discuss same with your staff could impact your schedule directly with your District Manager. program performance or network status.
4
Contractor Connection Report: Atlantic Region
Newsletter Topics: Should you have any suggestions or wish to have a topic discussed in an upcoming newsletter, please feel to email your District Manager. You input is valuable to us and the entire network.