Lives Electrical transforms job management and customer communication with Fintrano

Lives Electrical, based in Northampton, is an established electrical services business with over 15 years of experience. Operating across Northampton and surrounding areas, the company provides a comprehensive range of electrical services to residential and commercial properties, from EICR inspections and electrical upgrades to lighting installations and EV charging points.

Lee Ives, who manages the business with a team of three to four electricians, started as a franchise electrician before establishing Lives Electrical just before lockdown. Having previously worked with a franchise system that included customer communication features, Lee recognised the value of keeping customers informed and engaged throughout the service process.

The challenge

"I was always getting the phone call: 'where's your electrician? Where is he? And I'd go, what customer is this? Because it was all in my head, it's not been put down anywhere else"

Lee was struggling with organisation. Despite years of experience in the trade, managing job schedules and keeping customers informed was a constant battle.

"I was always getting the phone call: 'where's your electrician? Where is he?' And I'd go, what customer is this? Because it was all in my head, it's not been put down anywhere else." Lee admits.

He was relying on Apple Calendar to book jobs, a system that worked for his team but did nothing for his customers. Without job tracking, Lee regularly faced situations where customers were waiting and he had no clear answer about when his engineers would arrive.

This meant Lives Electrical were missing out on valuable customer feedback. Lee never asked for reviews and as a result, the business wasn't building the online reputation it deserved.

The solution

When Lee started using Fintrano, the platform transformed how Lives Electrical operates. Lee now books appointments in to time slots and Fintrano automatically sends customers notifications at booking, the day before the appointment, and when the engineer is on their way. The system also requests feedback after each completed job.

The results

Since using Fintrano, Lee no longer finds himself fielding frustrated phone calls from customers asking where their electrician is. The automatic notifications mean customers are informed at every stage, and Lee can track his team's progress throughout the day.

Lee now adds five or six jobs a day to Fintrano.

The feedback request feature has been really valuable. Without ever having to ask customers directly, Lives Electrical is now consistently collecting Google reviews that help to build trust with potential clients.

"That's what I love about it. I'm getting so many more reviews because I never asked before. I still don't ask for reviews - but we just get them"

"That's what I love about it. I'm getting so many more reviews because I never ever asked before. I still don't ask for reviews - but we just get them"

Fintrano helps Lee manage his team more effectively. With three to four electricians working across the region, being able to see where everyone is and track their progress throughout the day has improved coordination and efficiency.

"It's good when I'm in the office and I can see where everybody is and whatnot. I can keep track of them and myself as well."

Fintrano has helped Lives Electrical operate more efficiently while delivering a better experience for every customer.