Summer 2016, Vol. 2

WHAT’S NEW AT BRITE

Welcome to the 2nd edition of the BRITE quarterly newsletter brought to you by Angus Analytics. As we find ourselves in the middle of Summer 2016, this edition will focus on key topics and metrics dealers should be concerning themselves with during the theoretic ‘off-season’. At Angus Analytics we do not believe in a true off-season for our dealer/customers as this is the opportune time to be preparing for the upcoming heating season, planning your programs, training your staff, checking customer equipment, etc. (more on all that below). We hope you enjoy this edition, as always please tell us what you think and suggest topics for future editions by contacting us at support@briteinfo.com.

PREPARING FOR ANOTHER SEASON

BOB LEVINS

As the summer passes by and we approach September, we instinctively feel the urge to start preparing for the upcoming season. Vacations end, new-hires and seasonal employees come on board, all gearing up for a great season, a better one than the last. You’ve gone through this process many times and you’re probably good at it; however, I strongly suggest adding a few items that could yield stress-relieving and profitable results to your season. A few years ago, the Angus Energy team put together a “Timing is Everything” seminar that many marketers found worthwhile. I begin with the premise that you know very well what happens within your operation every fall/winter season and that things could actually run smoother if you were to be more proactive than reactive in certain instances. I felt, with the timing of this newsletter, it might be worthwhile sharing a brief checklist of suggestions from this seminar for your consideration. It’s stuff that never gets old:

  • Training – Who needs training and what type of training do they require? There is job-specific training, cross-training, ridealong introductions, back-office system training, performance measurements training and perhaps other vendor-specific training to consider. Your environment continues to be going in the direction of less clerical and increasingly more knowledge-based. Appreciate the fact that your customer service group and those in the field are your front-line representation. Ensure that they are versed in all aspects of your company and its offerings at all times and can perform to the best of their abilities.
  • Set seasonal goals – Both financial and non-financial goals should be in place for the entire year. Your prime season for making money is limited and recovery from poor performance is often non-existent. Knowing what your desired results are and keeping variances front and center every day, allows you to make the necessary and timely course corrections effectively so as to arrive at month-end predictably. The goals to set at a minimum per period would include volumes, extended gross margins, service revenues, expenses (especially payroll), payroll hours, # of stops, # of service calls and gains/losses. Know your desired performance numbers in each category of operation; sales, delivery and service. Formally communicate these goals with management, making sure that they are aligned with the measurements and you have their buy-in. Set expectations with your staff and make sure that they are aware of how their performance is being measured and WHY. Every BRITE widget displays your desired goals and color coding to indicate meeting or missing them on a MTD basis.
  • Sales – Sales staff has been versed and incented on the defi niti on of your ideal customer. Customer gain and loss data is being input completely and accurately in order to facilitate meaningful gain/ loss reporting. New price agreement signings have been input and gallons have been covered. Gains & Loss reporting by customer as well as by tank within BRITE keeps you informed of quantity and quality as the month progresses.
  • Delivery – Customer consumption rates (k-factors and daily usage) have been reviewed and maintained. The fall is historically our worst ti me for run-outs due to the spanning of seasons since last delivery. Be cognizant of late winter/early spring last delivery tanks. Tank monitors have been installed and tested, paying particular attention to problematic customers, dispatch-controlled tanks and new customers. Other technologies you have elected to purchase have been installed and tested, in support of higher delivery efficiency. Delivery Performance and Efficiency reporting in BRITE provides you with the tools and the information you need to analyze the outliers that will eventually cause you trouble in the near future.
  • Service – By now you have tactically taken care of your poor performing service customers from last season (Excess Calls Widget), hopefully through their preventive maintenance, upgrades or service contract adjustments. You are aware of the types of customers who call during the first cold snap, have identified repeat offenders and have taken proactive steps, on straight ti me, to resolve their recurring issues before they normally would call. Review your service history (vs. DD Log) to analyze what happens and what can be done now to reduce the load. For those of you who require that their technicians sell additional services, the sales programs and any fl at rate programs have been established and taught. Customer and equipment master files have been properly reviewed and updated as needed. Quick performance ratios with which to measure technician performance have been established. Service Revenue reporting by Technician is available in BRITE to keep an eye of performance, along with valuable Callback reporting.
  • Credit – Credit worthy customers and those that may not be have been segmented. Action has been taken to improve those customer relationships through program offerings such as energy assistance, budgeting and perhaps specific price agreements.

I am sure you are aware of how important these tasks are and how much stress and inefficiencies can be prevented with solid planning. Delegate these responsibilities to front line staff who are great at what they do, collaborate with each other. Ask what can be done now to make life easier when the transaction counts are high. Most importantly, take action on the items above that will yield the best results for your customers and company.

BRITE EDUCATIONAL SERIES

RECENT WEBINAR

BE BRITE WITH YOUR HEDGING Presenters: Bob Levins and Danny Silverman The impact of product price volatility can be severe but, with BRITE’s Margin Analysis and Budget Variance widgets, you can improve visibility and predictability to your bottom line – daily. Further improve stability with the ability to adjust within the month by incorporating your hedge positions into BRITE.

VIEW WEBINAR

UPCOMING WEBINAR

MAKE YOUR WHOLE STAFF BRITE DATE: AUG. 17, 2016 11:00 AM EDT Presenters, Bob Levins, Managing Partner of Angus Analytics

To reach your goals, you must align your whole company with your strategic vision. In order to do so, everyone must be on the same page and BRITE can easily make that a reality. Join us as we demonstrate BRITE’s capabilities to set up dashboards for all levels and contributors to your company’s success.

REGISTER NOW

NEW CUSTOMERS – WELCOME TO BRITE

Sheller Oil & Propane, Pennsylvania Bedford Valley Petroleum, Pennsylvania Countryside Fuel Service, Pennsylvania Fawcett Energy Partners, Massachusetts Leahy’s Fuel, Connecticut

*Blue represents the states of our subscribers

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Budgeting expertise. Industry Perspective. Unparalleled Results.

Running and growing an energy related business has unique demands that no single bank, accounting firm or consultant alone can meet. With an unmatched understanding of both the energy and banking industries, our seasoned team will assist you with a comprehensive plan that can include establishing divisional profit targets, location of capital, banking relations and more. Further integration with BRITE will give you the advantage to grow your business in a challenging market.

Don’t make excuses. Make Improvements.

Call Jeff Simpson today at 860.658.4471, or visit ANGUSENERGY.COM to get started

UPCOMING EVENTS

MEANINGFUL METRICS

Are all of your customers the same? Do they all provide you with the same level of profit? Should you invest more in some than others? Are there ways to identify the more profitable and loyal customers within your existing customer base? With BRITE we answer these questions with data, not guesses. The data below is a sampling of a basic customer segmentati on scheme that can be sourced from within YOUR soft ware system, and will be made accessible through BRITE. In this case, we used representative data to illustrate what a segmentation scheme might look like. By segmenting customers on 3 criteria: are they on a Budget, are they on a Price Plan, do they have a Service Contract; yielding 8 segments (2 x 2 x 2), we start to delineate which customers are profitable – as determined by tenure – as opposed to those customers who might be easy to acquire (such as those acquired simply by offering a lowball price). There are many ways to slice and dice the data that is in your systems, in addition to the data that BRITE sources from outside your BOS. The knowledge of how long customers stay around, or how your customer base looks, is no longer just a guess, but now is plain to see.

NEW CUSTOMER SERVICE SUPPORT PROCESS

We have instituted a more formal Customer Service ticket creation system to help us help you more quickly. Please be sure to email any questions, suggestions or issues to support@briteinfo.com. You’ll receive an automated confirmation that we’ve received your inquiry and get to work resolving your issue.

BRITE TECH NOTES

RECENT SYSTEM IMPROVEMENTS

KEY RESOURCES

NOW AVAILABLE ON BRITEINFO.COM

  • Performance improvements in service call drill throughs that show service contract information
  • New widget to show Company Profile of Service Contracts
  • Ability to use the cost from transactions in your source soft ware
  • Added product column to batch delivery detail widget
  • Service Equipment items displayed in service location pop over
  • Estimated date of next delivery for tanks added to database (currently only used for TMS)
  • Corrected issue in which incorrect technician was charged for callback in service callback widget
You can now find current and past editions of our newsletter, links to our upcoming and past webinars, and a series of articles and blog posts from our industry insiders – all at your fingertips on BRITEinfo.com. Just click on the “Key Resources” link in the main navigation to access a wealth of information.
WHAT OUR CUSTOMERS ARE SAYING

“Implementation is a breeze. Provide basic information and everything else is taken care of by the BRITE staff behind the scenes.”

“So much information at our fingertips. Analytic brilliance!”

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CONTACT US  Angus Analytics/BRITE: BOB LEVINS email: rlevins@angusenergy.com Angus Hedging: DANNY SILVERMAN email: dsilverman@angusenergy.com MARK BLOOM email: mbloom@angusenergy.com Angus Finance: JEFF SIMPSON email: jsimpson@angusenergy.com