What’s your favourite part of Twindo?
"The automated workflow between office > field > office > client is something that stands out for me, it has significantly reduced the need for specific expertise in our Quality Assurance process, meaning we now have a more diverse team able to handle even more of the same process but easier and faster."
How did you do that process before and what were the frustrations that way?
"We used a mixture of excel, word, images, emails, whatsapp, reporting apps and more. It meant the reporting data was unstructured which is a big problem that needed humans to manually sort out and organise. This added an extra risk of faulty reports which again caused more work for the back office. We needed more headcount to tackle less projects, when compared to now. The whole process took way more time which means sometimes clients were getting their reports later than we would like.”
How have you found it help in day-to-day operations?
"We receive reports from technicians every day, often when they are still on site which means that they are completely done and dusted at the end of their shift and can relax without having to process reports in the evenings. But also important is that we receive them faster and can react, avoiding challenges or serving the client sooner. It has helped to avoid unnecessary revisits and rework on assets which is a huge plus for us and the end clients."
How have technicians experienced using Twindo, has it improved their reporting processes?
"Technicians can be sensitive to using field software, they are there to perform complex manual tasks and admin can seem like an additional burden. But we have found with Twindo that technicians actually see the advantage of using the tool and the ease of its use, it's technician friendly because of the process features and interface. They now leave reporting completed on site, instead of bringing it back to their accomodation in the evenings. They appreciate the logical processes in the app and its general quality.
Having in-report historical data available was by far the best improvement for technicians and also very useful for office staff, it's not just useful for images so they can make better decisions in the field, it's also good for simple things like using the correct grammar and wording in comments, which reduces manual work for technicians and for office staff who perform Quality Assurance, consistency is improved, which the end client appreciates too."
Has using Twindo added value to the service and relationship with your clients, how so?
"Yes, this has been a big step up in the quality of our work, reports are now an excellent experience and delivered much faster. It has been recognised and mentioned by end client’s numerous times. Some of which have even reached out to Twindo independently based on their positive experience."
What would be the impact of living without Twindo and is it now part of your routine tool kit?
“It is 100% part of our everyday tool kit. I would not want to think about how it looks without Twindo, it would not be at all favourable!”
What would you say are the biggest Unique Selling Points of Twindo?
"User friendliness, especially to build complex forms, but also for technicians to fill them in and make better decisions, the QA process is so easy now, when compared to before. It counts for a lot, especially for technicians because you need their adoption and for back office workers who have to spend time treating the field reports. The team; Customer Success is excellent at Twindo, its a real enterprise experience, like having an additional team pop in now and then. We solve challenges together and they are willing and open to listen to feedback and suggestions. They are also more in touch with the O&M industry needs, with real expertise in-house, so its made differently, solutions are found differently, more for the use case which fits very well."
Would you recommend Twindo to other renewable energy companies?
"Yes. A clear Yes. Unless they are a direct competitor, then we would rather they didn't use Twindo! We have gained a lot from using Twindo".
What would you say to other companies considering using Twindo with their own teams?
"Go do it, test it! If it’s hard to do a full roll out immediately, which it can be in some companies, then select a project and test it, scale if you like it. But for sure, try it."
