Dan Gardner is Vice President at Phoenix Systems & Service. When he joined the company 13 years ago he was tasked with developing a basic Purchase Order database, which he created in FileMaker Pro. As the business grew, he implemented FileMaker in other areas, which, in turn, created even greater demand for FileMaker solutions.
"We developed a database to track our service calls," says Gardner, "but while we were tracking the initial calls, the technicians still had to hand write the ticket at the customer's site. From there that multi-part ticket would be distributed to the customer as a receipt, to our service department for review, and to our billing department for invoicing. We were using a lot of paper, and so many people were "touching" it through the process that it could take a week or more to complete. The challenge was how to streamline the process to increase efficiencies, better service our customers, reduce waste and be more environmentally friendly."