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“With Productivity
Associate's team in place, Roel Construction has been able to operate
its internal I/T function at about half the industry rate.(1)
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Kevin Fitzpatrick, IS Director
Roel Construction, Inc.
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ROEL CONSTRUCTION
www.roel.com
“With Productivity Associate's team in place, Roel Construction
has been able to operate its internal I/T function at about half the
industry rate.”(1)
Kevin Fitzpatrick, IS Director
Roel Construction, Inc.
In 1995 Productivity Associates (PAI) implemented a customized support
service for Roel Construction at a time when Roel was experiencing
rapid growth and escalating technology costs. Roel had several concerns
that PAI was able to address, which were:
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Control of rapidly
escalating technology costs during expansion |
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Drive the highest ROI or effective
use of the technology dollars that were being spent |
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Better management controls |
To help Roel achieve these objectives Productivity Associates implemented
a customized version of our support services, which has since evolved
into the Acteon support strategy. The PAI technical help desk performs
front line triage and first call resolution for Roel’s internal
technical staff. Our web-based RHESolution event-tracking tool is
customized for Roel and allows for immediate dispatch and escalation
of issues to Roel staff in any of several offices in three states.
Reports are produced each week for the technical and senior management
staff at Roel by PAI’s customer service department, and bi-weekly
meetings are guided by PAI in metrics, goal attainment and strategies
for improvement.
The success of our services at Roel has resulted in:
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Employees have immediate
access to technical help whether they are in an office or a
remote trailer on a jobsite. |
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The I/T team is able to operate
at an efficient and productive level, with fewer staff members. |
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Senior management receives accurate
reporting and information and is better able to make business
decisions as a result. |
The bottom line: With Productivity Associates as a vital partner,
Roel Construction operates its I/T function with a very high service
level to its users, at about half the average of I/T budgets for general
contractors.
Roel Construction is a well-known San Diego based construction firm
with clients throughout the southwestern United States. Annual revenues
for Roel Construction reached $200 million in 2002.
(1) As reported in the annual CFMA (Construction Financial Management
Association) survey.
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