The Dwyer Group, Inc., based in Waco, Texas, is a holding company of eight franchise businesses, each selling and supporting a different franchise under the following service marks: Aire Serv®, Glass Doctor®, The Grounds Guys®, Mr. Appliance®, Mr. Electric®, Mr. Rooter® (Drain Doctor in the UK and Portugal), Rainbow International®, and Five Star Painting®. Servant Systems has worked jointly with Dwyer Group staff providing design software development services for over 600 franchisees using mobile and Windows-based applications. Integration with many third party services and Voice over IP was also provided by Servant Systems.
ZWare is Dwyer’s comprehensive franchise management system and is the heart of applications developed for The Dwyer Group franchises. ZWare has been used by franchisees of four Dwyer brands for all daily operations including tracking customers and employees, dispatching jobs, job costs and invoicing, inventory and accounting. Servant Systems upgraded ZWare from older technology to Microsoft .NET.
Servant Systems integrated the ZWare Mobile native iPad-based application with Dwyer’s ZWare system that supports dispatching of mobile technicians and other franchisee operations for the Mr. Rooter, Mr. Appliance, Mr. Electric and Aire Serv brands. The ZWare Mobile application supports mobile technicians receiving jobs on their device, providing an onsite quote to customers, recording materials used as well as technician time, and then payment processing at the customer site. Servant Systems did the development work on the server-side of the application and took over the iPad application development to bring it to completion and release.
Servant Systems integrated a Voice-Over-Internet Protocol (VOIP) telephone system with Dwyer’s ZWare system.The integrated system displays a “screen pop” for incoming calls, which allows customer service representatives to quickly respond to calls from customers, vendors and employees. It also allows extensive reporting on call activity, including any dropped calls, to enhance responsiveness to customers.
Additionally, Servant Systems has developed a dashboard of key performance indicators for franchisees of four of Dwyer’s brands in addition to Dwyer’s headquarters. Each franchisee can view their week-to-date activity and historical data in a simple, at-a-glance dashboard while the headquarters can view summary data by brand, region, or franchisee level as well as drill into a detailed view.