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Case Study: Roto-Rooter Galaxy S Enable Efficient Workflows for Field Technicians

Overview Customer Need Samsung Solution Results Roto-Rooter is the largest provider of Roto-Rooter deployed roughly 2,500 The smartphones plumbing and drain-cleaning services and Galaxy S active are an indispensable tool for Roto- in North America. The company’s smartphones to its service technicians. Rooter field technicians. The suite of service technicians work in wet and The Galaxy smartphones are water- communication and work-flow apps harsh environments and needed a resistant1, dust-proof, and built for enable technicians to stay productive to stay connected with outdoor use. The average technician throughout their shift. The Galaxy the office and execute a variety of uses the smartphones 35 times a day smartphones have proven to be customer service and operations to connect with dispatch and other reliable under harsh conditions and tasks. Given the harsh working technicians, navigate, check customer nearly eliminate routine visits to the conditions, the smartphones needed history, order parts, email receipts, branch office. to be water-resistant and durable. and process payments.

1The Galaxy S5, S7, S6 active and S7 active are rated IP67 or 68, offering water resistance up to 5 feet of water for up to 30 minutes; rinse residue/dry after wet. The Customer Need: Durable “Digital Lifeline” Devices

Founded in 1935, Roto-Rooter For Roto-Rooter field service The smartphone is also used for evolved from a small company using technicians, the smartphone navigation and to receive work a simple machine to cut roots from is almost as important as their safety advisories such as the heat sewer lines to becoming the largest plumbing equipment. “Our index or storm warnings. provider of plumbing and drain- technicians will use a smartphone cleaning services in North America. about 35 times throughout the day,” The service technicians work in wet The company offers a variety of says Joyce Welage, Director of and slippery areas like bathrooms, repair and maintenance services to Office Operations at Roto-Rooter. “It basements, and sewage drains. homeowners and businesses. connects them with the office and These conditions are far from ideal enables them to manage their day- for a typical smartphone. “Our field Roto-Rooter has nearly 50 to-day tasks.” tech will typically complete four company-owned branches and dirty repair jobs a day, and since all hundreds of independent franchise Field technicians are a one-person communications and workflows are operations throughout the United mobile office and the smartphone conducted on the smartphone, it States, serving 90 percent of the is the digital lifeline that connects needed to be really durable,” says U.S. population. They also serve them to everything they need to Welage. Canada and various locations efficiently complete their jobs. They around the world. use the smartphone’ and The company needed a water- text features to communicate with resistant smartphone that could Roto-Rooter recently expanded customers and push-to-talk (walkie- withstand the harsh conditions of its service offerings to include talkie) apps to instantly contact the technician’s work environment. water restoration services to help dispatch. It also needed to have a large customers cope with water cleanup for easy data entry, and the damage left behind. In addition, the smartphone is but small enough for one-hand used to Roto-Rooter’s operation. “We needed a device job workflow app for customer that was going to be rugged, lookups, time logs, job tickets, dependable and work as hard as parts management, customer our technicians,” says Welage. invoicing, and payment processing.

2 The Solution: Water-Resistant Galaxy Smartphones Stand Samsung Galaxy Up to Harsh Work Conditions Smartphones

Roto-Rooter partnered with Samsung device management for to deploy about 2,500 Galaxy S and fleet-wide updates of software. “Our Galaxy S Series Galaxy S active phones. The Galaxy technicians visit the office only once a Flagship smartphone smartphones are water-resistant and week, and even then, they are spread line for enterprise can withstand wet and messy working across the country, so the ability to productivity, conditions. They have a powerful centrally update all 2,500 devices with performance and processor that enable field technicians one push is essential,” says Teri Sayre, security. to use multiple applications Director of IT Development at Roto- simultaneously without lag time. Rooter.

The Galaxy smartphones feature Turn-by-turn directions are pulled up a bright, 5.1-inch touchscreen that when the technician receives a new enables technicians to easily interact job, and once the job is complete, Galaxy Note Series with the phone. And a light sensor service technicians can input all automatically adjusts brightness and necessary information like labor Large-format contrast levels so technicians can hours, parts used, and detailed work display and read the display as they move from descriptions directly into the Galaxy innovative S Pen bright outdoors to dark basements. smartphone. technology for Customer payments are processed multitasking. with a -enabled credit card Receipts are immediately emailed to reader (sold separately). customers through the smartphone for a more professional experience. The entire fleet of smartphones is centrally managed through mobile Galaxy S Active Series Ruggedly built, military- grade exterior that’s made to endure some of the harshest, dirtiest and most challenging work environments.

Galaxy J Series Affordable, business- ready smartphone with built-in, best-in-class security.

Click here to see the full line up. samsung.com/b2bmobilephones

3 The Results: Field Efficiency and Customer Delight

The Samsung Galaxy smartphones says Welage. “They can quickly see if leads for a new water restoration have delivered greater efficiency in the a home has animals or a homeowner service. “A field tech may be working field and helped continually improve has special needs, such as difficulty on a drain issue and notice water customer satisfaction. In addition, the hearing. These small details are critical damage,” says Paul Abrams, Director smartphones have helped identify to providing a seamless customer of Public Relations at Roto-Rooter. customer leads for the new water experience and forging stronger, long- “With the Samsung phone, he can restoration service. term relationships.” instantly pass the lead to our new water restoration team and they can “Our techs love the Samsung The Galaxy smartphones enable the follow up right away. The ability to smartphones because they finally have head office to manage the technicians compress the response time helps a single device that can do everything in real-time. “Now we’re able to send us better serve our customers and they need right at their fingertips,” job information to technicians and expand our service lines.” says Welage. “And the water-resistant have accurate data on the location phones can stand up to the harsh of technicians, whether they’re in “The Samsung phones have played a conditions our techs face every day.” route, working on a job, or leaving the critical role in maximizing our field and worksite,” says Sayre. “If a customer dispatch center efficiency while also The Samsung smartphones have calls to ask what time their service strengthening customer interactions,” also positively impacted the customer technician will arrive, we can provide says Sayre. “Customers can see that experience by arming technicians with them with accurate and timely we’re evolving, creating innovative in-depth customer history. “The techs information.” solutions and using tools that make have a full record of all past calls, which their experiences better.” tech worked on the job previously, The Galaxy smartphones also facilitate and all other critical details instantly,” capturing and forwarding customer

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