Challenges at SST
For Nick Snow and Josh Haney, who head SST’s commercial and residential solar operations, helping teams deliver exceptional service while balancing the company’s resources is a top concern. With a commitment to delivering professional and high quality residential and commercial installation along with O&M services, SST knew that they couldn’t achieve the kind of growth they wanted without addressing their operational challenges. SST needed to change the way they operated in both the field and the office, and to overcome four key problem areas:
Missing and Disorganized Data
It was common for SST field technicians to use paper forms and their own memories when conducting site inspections. “Sometimes, [field crews] would forget to collect certain business info which led to a lot of wasted time trying to track that info down,” said Mark Martinez, Business Applications Manager.
Inefficient Report Generation
Quickly and accurate report deliver was critical for service completion and customer retention, but each of of SST’s commercial commissioning clients required a different report format. With each report taking upwards of 6-8 hours to complete—not including missing site inspection data—staff were spending too much time manually creating and editing documents.
Repeat Site Visits (Truck Rolls)
Inconsistencies in data collection and task execution were leading to many projects requiring additional site visits to gather information that was missing or incorrect. This added substantially to the cost and timeline of projects, with each return visit costing roughly $300-$500 in addition to a half a day being wasted.
With SST’s growing national footprint, streamlining operations became critical. The tools and methods that had worked well to this point could no longer scale with the company, and there was pressure across the board to lower overhead costs. SST needed to invest more resources into operations—not administration—and free up employees to focus on high value tasks.