How Branded Group kept coordinators focused on the work that matters

Branded Group is a facilities maintenance service provider. Multi-site brands hand Branded Group their repair and maintenance work, and its coordinators dispatch vendors from its network to each client location, follow the job through and keep both Branded Group's records and the client's CMMS up to date.

Every one of those visits starts with a vendor checking in, and until spryggAIVR, every check-in started with a phone call to a coordinator.

No single check-in call was hard. The trouble was how many there were, and what each one pulled a coordinator away from:

• 3 to 5 minutes a call. Answer the phone, find the work order, confirm who's on site, update Branded Group's system, then update the client's CMMS.
• Dozens of calls a day. Each one interrupted whatever the coordinator was in the middle of, from getting a vendor out on an urgent job to closing out yesterday's work.
• Fewer people after hours and on weekends. The calls don't slow down when the office does. Smaller after-hours and weekend teams took the same check-ins with fewer hands.

Add it up and check-in was taking hours of coordinator time every week, on work that adds nothing a client would notice unless it went wrong.

Branded Group's vendors now call a dedicated check-in number, and spryggAIVR answers. A typical call looks like this:

1. One number, from their own phone. Vendors dial Branded Group's check-in number. There's no app to install and no login, and caller ID recognizes technicians who have called before.
2. The work order. The vendor enters the Branded Group work order number on the keypad, and spryggAIVR reads it back so a mistyped digit gets caught on the call.
3. The vendor. spryggAIVR checks the vendor's PIN, or the job site's ZIP code, against the work order in Branded Group's system in real time.
4. On site. A one-tap text link confirms the technician's location at the site.
5. The team hears right away. As soon as the visit is verified, the work order's owner and their team get a check-in email. If the technician never taps the link, the email still goes out after five minutes as a check-in received, so no visit goes unreported.
6. Check-out by voice. When the job is done, the technician calls back and says what they did. spryggAIVR turns it into a completion report, the technician can text photos, and the team gets a check-out email.
7. A person for the exceptions. If a caller can't be verified after two tries, they're connected to a Branded Group associate. Those calls, and the questions only a person can answer, are where coordinators spend their time now.

Branded Group runs its own work order system, so spryggAIVR connects to it directly instead of asking anyone to change tools:

• A custom connector. Sprygg built a connector for Branded Group's system. spryggAIVR reads the open work orders, sites and vendors from it, so the check-in line always knows which vendor belongs on which job. For teams on a standard platform, spryggAIVR connects out of the box.
• Built around how Branded Group already works. Vendors identify themselves the way they already did, with the work order number and their PIN or the site's ZIP code, and the check-in and check-out emails go to the team that owns each work order.
• Nothing new for coordinators to maintain. Work orders and vendors stay in Branded Group's system. spryggAIVR picks up the changes on its own.

4,000+

vendor check-in calls handled

80%

of calls to spryggAIVR complete a check-in without a coordinator

Every call spryggAIVR completes on its own saves a coordinator 3 to 5 minutes and one interruption. Here's what that looks like for every 1,000 check-in calls:

Start with how many vendor check-in calls your team takes in a month. If spryggAIVR completed the same 80% of them, each of those calls gives a coordinator back 3 to 5 minutes:

The time comes back where teams feel it most: fewer interruptions during the day, and after hours and on weekends, when the same calls land on fewer people. For how check-in verification works end to end, see vendor check-in verification.