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Exceed, We Fix Windows & Doors

Exceed, We Fix Windows & Doors is a New Zealand franchise specialising in window, door and conservatory repairs and security. Established for over 20 years, they have 23 franchise businesses throughout New Zealand, with 45 vans on the road.

Four-time winner of the Franchise NZ Home Services System of the Year award, Exceed’s mission is to be New Zealand’s preferred supplier of window and door maintenance services.

The need for a better system

“It’s always been a real challenge to have a system that works. It’s the old adage, don’t work harder, work smarter. That’s what we’re doing - it’s the way of the digital age. What we need to do is to make simple the complexity of the digital age.”

David Dovey, Exceed Franchisor

“The system we used before, it got more and more negative over the years. It lacked simple, core components. We were looking for something that offered a more rounded experience.”

Dave Masters, IT Support

“We needed something to be user friendly, quick and easy, with instant access to details. We didn’t need to be double-handling information, and we just couldn't trust the system we had.”

Deb Harper, Customer Care Centre Team Leader

“With the ServiceM8 app, I can now see what jobs have come in, straight away, without having to muck around downloading things. I can get hold of the information instantly.”

Paul Kelly, Franchisee

“Past systems always seemed to be missing the simple things.”

Phil Clarke, Franchisee

Setup & Implementation

“Within a day we knew we were onto something really good. ServiceM8 was easy to follow, simple to use, easy for everyone to pick-up. Everyone had a positive attitude about it from the very start. I have to say, moving to ServiceM8 was the easiest transition I’ve experienced.”

Deb Harper, Customer Care Centre Team Leader

“When we launched our last software package, there was a lot of continuous training, so not only did we have to train the franchise owners once, we had to train them a second time, and that had been our experience a couple of times. But with ServiceM8, most franchise owners got it the first time.”

David Dovey, Franchisor

“I’d already jumped on the ServiceM8 website, and just followed a few of the tutorials and stuff like that, and I had a fairly good idea how easy it was to use anyway. Learning it wasn't even an issue. Probably zero problems. It’s the easiest system I’ve ever had to pick up.”

Paul Kelly, Franchisee

“ServiceM8’s a good system, because of its simplicity, and therefore it’s easy to train and easy for franchise owners to get a handle on.”

David Dovey, Franchisor

“I have to say compared to what we were using before it was a lot easier system to learn to use and does most of the things we could have wished for it to do, so we’ve been quite happy with it.”

Philip Nightingale, Franchisee

Ease of use

“ServiceM8 was very easy to learn. The app on the iPhone is absolutely fantastic. It’s just easy to find your way around on it.”

Phil Clarke, Franchisee

“The great thing about this whole system is that it is simple to use. You don’t have extra clicks here, there and everywhere - everything just happens seamlessly.”

David Dovey, Exceed Franchisor

“With the ServiceM8 app, I can now see what jobs have come in, straight away, without having to muck around downloading things. I can get hold of the information instantly.”

Paul Kelly, Franchisee

“We can click between jobs so quick and easy, with no fear of losing any information. If you’re not ready to submit a job, and your phone’s ringing with the next customer, you can hold the job there and click back into it very easily. You’re not going to forget about it or lose it - it sits there till you do something with it.”

Deb Harper, Customer Care Centre Team Leader

“ServiceM8 has made it a lot easier to operate than the previous system, it’s more user friendly and I find it saves me a lot of time.”

Richard Merrett, Franchisee

Improved Administration

“ServiceM8 has definitely made administration easier because my employees now do all the invoicing when they do the job. With the ServiceM8 app it’s so easy, they just chuck in what they’ve done, and it automatically works out their labour. Then they just punch in the codes of what they’ve used and the invoice comes back to me.”

Paul Kelly, Franchisee

“It’s definitely improved admin, because of the fact that my staff can complete jobs during the course of the day and I can invoice them straight away. Big reduction.”

Phil Clarke, Franchisee

“Previously we had to have quite a few different pages open of the old program open and because it took so long to log a job, we were waiting for it to roll over to the next page so you could answer another question. ServiceM8 is just quick - it’s instant, just instant.”

Deb Harper, Customer Care Centre Team Leader

“I’ve found that ServiceM8 gives me a lot more flexibility and the ability to direct my staff. It allows ease of invoicing, and it has certainly saved me hours in the office.”

Neel Thompson, Franchisee

Working Smarter

“My employee used to come around every morning. We’d give him his job sheets for the day and off he’d go, whereas now the jobs are sitting in ServiceM8, so he just opens his app and heads straight to his first job. He doesn't have to call around anymore, only if he needs something, like more stock for his van.”

Paul Kelly, Franchisee

“It’s great, my staff’s got an iPhone with the ServiceM8 app - when he’s at home he can go through his work and what he’s got to do the next day. When he’s on site he can complete the job which then comes back to me for approval, so I can invoice through the course of the day. That’s a real neat product.”

Phil Clarke, Franchisee

“I was actually having to have extra staff on because of all the double handling with our old system. I was having to bring on extra staff in my budget to be able to cope with the demand, and that’s not the case now that we have ServiceM8.”

Deb Harper, Customer Care Centre Team Leader

“A bugbear of mine was when people rang me up or saw me, and I’d have to write their name and address down on a piece of paper. But now, just from the ServiceM8 app, as soon as people come up or call, I can just open a new job straight from the app and put the contact and job details straight in.”

Paul Kelly, Franchisee

“With our previous system, it took many of our franchise owners 2 or 3 minutes to do things like create an invoice on site - it was too long, therefore they didn't do it. So they wrote notes, went home at the end of the day, and that’s when they wrote the invoice out and sent it to the client. That did two things: it increased their administration time, and it increased their debtor days. With ServiceM8, it probably only takes a minute to create an invoice, therefore the franchise owners are a lot more likely to do it on site, and that will obviously have benefits.”

David Dovey, Exceed Franchisor

“ServiceM8 is persistent, and it needs to be. Incomplete jobs keep popping up all the time until you actually do something with them. Because otherwise you do lose things, you do lose customers, you do forget about jobs, because you just get tied up with the day-to-day work. Whereas before jobs could simply disappear, with ServiceM8, all those jobs will jump back into your unscheduled jobs, and you’ll go ‘Oh that’s right I need to invoice that one’, or ‘That one hasn't been completed, I need to get parts for that.’ You can just go through it all and you don’t lose anything. Until you actually mark a job as completed, it just won’t go away.”

Paul Kelly, Franchisee

Productivity

“My KPI’s are up by 20%, just in the one month. That’s due to ServiceM8 actually being fast and efficient, and not feeling like you’re wasting the customer’s time by asking another question. It just rolls very quickly, so you’re able to get that extra information easily.”

Deb Harper, Customer Care Centre Team Leader

“The other day my employee was working and he finished all his jobs - he couldn't get hold of me and didn't know what to do, so he went into ServiceM8’s ‘all jobs list’. He found a couple of jobs and rang the customers up, they were home so he popped around there and sorted them out. Just things like that, which means we can slip in a couple of extra jobs without me having to sort it all out.”

Paul Kelly, Franchisee

Cash Flow Outlook

“The very fact that our franchise owners will now be invoicing directly on site, and collecting the payment for that - that in itself will make an enormous difference for the cashflow of their business because it will decrease those debtor days. That’s probably going to be the single largest benefit. Anybody who’s in business knows that cash is king.”

David Dovey, Franchisor

Improved Call Centre Operations

“One main improvement is actually down in our Customer Care Centre. Comparing it to our old system, there’s massive improvements. Our old system had issues with slow speed, which caused a lot of stress. Straight away, one major difference in our call centre is that ServiceM8 has alleviated a lot of that stress - it’s a lot more positive.”

Dave Masters, IT Support

“Jobs seem to be coming very smoothly from the Customer Care Centre. I’ve had no issues with the work coming through from the call centre at all.”

Phil Clarke, Franchisee

“It’s reduced the amount of phone calls we make. Every incoming phone call requires a solution, and if we can solve the issue by a quick click on ServiceM8, which we now can, rather than making a phone call, it's efficient for the customer, for the Customer Care Centre, and for the franchise owner because they’re not interrupted.”

Deb Harper, Customer Care Centre Team Leader

“With our old system, we had to add another staff member to our Customer Care Centre because the system was so slow they couldn't input the information correctly into the system - it was too slow. ServiceM8’s call centre booking management flows, and we’re very impressed with its speed. It’s certainly the fastest I’ve seen.”

David Dovey, Franchisor

Customer service

“Some customers are surprised that I ring them so quickly. It’s also stopped me from losing a few jobs. I’ve certainly converted a lot more enquiries by being able to contact customers quicker and easier.”

Paul Kelly, Franchisee

“We have been able to provide better service, in the way that we can answer questions instantly without having to make a phone call to the franchise owner. We can just call up the notes and can confirm an appointment time or change something, or give them information. It’s quicker for us and it’s not interrupting the franchise owner.”

Deb Harper, Customer Care Centre Team Leader

“When I’ve given customers a quote, there and then, which we were able to do in any case, but to email them a quote there and then and walk away and they’ve got it on their phone, laptop or iPad, it’s great.”

Phil Clarke, Franchisee

Favourite features

“We really like the post code system, with automatic mapping and processing of enquiries through to the correct territory and correct franchise owner. It just saves a lot of time, it takes away an upset franchise owner because they’ve been allocated a job that’s not in their area. It’s taken a lot of stress away.”

Deb Harper, Customer Care Centre Team Leader

“I love the photos - that you can take photos from within the ServiceM8 app, and it keeps them on the job record.”

Paul Kelly, Franchisee

“Every franchise owner that’s using the ServiceM8 app raves about it, they say it’s amazing, that seems to be the highest positive point coming from the franchise owners at the moment, the app - they’re in love with it.”

Dave Masters, IT Support

“When on site with the app, you can do a quote while you’re in the customer's house, and you can email it to them straight away while you’re standing there, or you can invoice them straight away. That just makes life a lot easier.”

Phil Clarke, Franchisee

Final Thoughts

“We would definitely recommend ServiceM8. The whole team here is very happy, not just myself, the whole team. Nothing but praise.”

Deb Harper, Customer Care Centre Team Leader

“Yes, I’d absolutely recommend ServiceM8. This is the fourth system I’ve been on and it’s by far the best I’ve used, by far.”

Phil Clarke, Franchisee

When I first saw ServiceM8, the first thing i thought once I’d looked into it: it’s a system where you can run as simply as you like, or you can run as complicated as you like. I’d definitely recommend it, for anyone who runs a small business, especially a small business that’s doing a lot of smaller jobs, absolutely.

Paul Kelly, Franchisee

“I will definitely be recommending ServiceM8. The best thing you can offer is a sophisticated but uncomplicated system. Pretty much everything the franchise owner needs to do in their business can be done with ServiceM8.”

David Dovey, Franchisor

‘The sum total of our business is the drive and inspiration of our people.
With good systems provided, success is inevitable for all.’

David Dovey 
General Manager Exceed Franchising

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