Solution

Before Kissflow, the Municipal Group of Companies operated manually. They used pen and paper to process work orders and emails to get approvals. When the account admins began mixing up customer billing information due to the large volume of requests piling up on their desks, MGOC knew it was time to find a tool to bring order to their chaos.

The Municipal Group evaluated many tools but chose Kissflow because of the approval flow. They loved seeing where a request was and knowing who was accountable for expediting it. 

Elizabeth MacArthur, the Process Improvement Analyst at MGOC and a Kissflow champion user, shared that the Municipal Group’s first win with Kissflow was digitalizing the work order process and helping the maintenance team track the approval requests. 

She narrated an incident to stress the benefit of digital transformation with Kissflow. She said, “We had two sales admins on the ESG side to receive the work orders. One of them left, and we didn’t have to rehire because the other person is able to manage all the work orders themselves through Kissflow.”

She added that initially, the company’s ESG (Environmental, Social, and Governance) department only planned to adopt Kissflow. But once Elizabeth saw the value Kissflow was adding to the department, she decided to drive adoption across the organization. As a result, MGOC could achieve standardization – a goal most enterprises struggle to reach. 

When asked what employees thought about Kissflow, she said that employees found Kissflow to be a lifesaver because the company implemented it before COVID. And when COVID hit, all employees, including the sales representatives, could continue their work from the safety of their homes. This would have been impossible had MGOC still been paper-based.

Elizabeth helped build many processes using Kissflow. Some of the significant processes were:

ESG work order process

• ESG adjustment request process

• ESG operations work order process 

• McLeod Signs work order process

• GPS and radio issues process

• Maintenance asset transfer

• Employee emergency information

• Employee onboarding process

Apart from these processes, the maintenance team uses Boards to track their team’s initiatives.

To demonstrate the importance of Kissflow to MGOC’s internal operations, Elizabeth shared that MGOC projected Kissflow on a TV monitor in the production compound, summarizing active production sales orders. This brilliant strategy provided the production team visibility into upcoming projects and increased planning/production efficiency. It also offered a centralized audit trail for the administrative team to review all work, significantly lowering the chance of missed sales opportunities.

When asked about the organization’s goals, Elizabeth shared that standardization of processes was a major goal that Kissflow has been helping achieve. She also mentioned how growth was of top priority. And she believed that through the complete digitalization of their processes, MGOC could accomplish that goal as well. 

Elizabeth expressed gratitude for Kissflow’s support when asked to share what she loved about Kissflow. She said, “Reaching out to Kissflow support and getting a reply in minutes has been a huge difference-maker.” She added that Kissflow has now set the benchmark for all the other tools and that all the tools must have a similar support experience to win her approval.

Elizabeth also mentioned that she found great value in features like the PDF generator and integrations with apps like DocuSign.