Summit Attendees Gain Knowledge on How to Put Technology to Work in Their Businesses

ATLANTA - In a recent Forbes magazine survey, several hundred executives indicated they are focusing on efficiency rather than revenue growth alone, and that technology is crucial to achieving that goal.

The report went on to say that it can be difficult for companies to know which technologies to select and implement, and that in the end, technology is useful only so far as it meets customer expectations.

The pest management industry is no different than other consumer-facing industries as it experiences a boom of technology products and services. The challenge is trying to determine which of the myriad of solutions available is right for their company.

To identify answers to those questions, PMPs descended upon Atlanta for the NPMA Technology Summit, sponsored by Service Pro. 

Technology is changing the way pest professionals operate their companies, hire and train technicians, and engage and deliver services to customers. But if companies spend their time and resources – both financial and human capital – on technology that doesn’t deliver actionable data and solutions, then they’ll likely miss out on strategies and services that can move their company ahead.

The three-day event kicked off with author and change disruption consultant Tom Morrison discussing what happens when the “Uberization” concept collides with an industry.

Unless you’ve chosen to live deep in the woods for the last decade, you know the disruption that ride services Uber and Lyft caused as they stormed the market and changed how consumers not only got from point A to point B, but changed their outlook and preferences for buying services.

“The pest management industry is ripe for an Uber style service offering,” said Morrison. “Companies need to start talking today about how to leverage that with customers. It’s not if it will happen but when.”

Today’s consumers are accustomed to the no service contract model (i.e. cell phones, cable TV, etc.) and flexibility as to when they use a service. This conflicts with the traditional recurring revenue model the industry has become accustomed to with weekly, monthly or quarterly service offerings. How will the industry adjust?

“Change can be hard for industries that are built on certain models but technology with its ability to offer greater levels of transparency and efficiency can help with the transition,”” added Morrison. 

Morrison said more and more customers are paying for the technology and not necessarily the service because of the “Alexa” mindset that consumers are becoming accustomed to.

“Educating customers and employees on how to use and take full advantage of technology is important to success,” said Morrison. “Companies that offer a tech suite of products must be able to get acceptance and buy in.”

Norm Waslynchuk, director of information technology for Abell Pest Control in Etobicoke, Ontario, says the industry needs to accelerate the adoption of technology to compete and level the playing field.

“We use technology to improve our operational efficiencies and drive the customer experience and events like this help greatly in advancing our learning curve,” said Waslynchuk. “Technology is important to our company since we service a large, diverse geographical area and our remote technicians need technology to support them.”

Waslynchuk says Abell and its in-house staff of software developers create custom apps that help the company collect valuable trend data.

“We must be able to collect and share data with our clients and help them design programs that are tailored to their specific needs,” said Waslynchuk. “Data is the new oil and technology allows us to mine that.”

Julie Fredlund, director of technology for ABC Home & Commercial Services in Austin, Texas and vice chair of the NPMA Technology Committee, which created the Summit program, said the event gave PMPs a better understanding of the capabilities of the technology products and services available and what they can and can’t do.

“It is important for pest professionals to spend wisely on technology and select products and services that work best for their company,” said Fredlund. “Don’t just select the most expensive or latest innovation. Make sure it works for what you are trying to accomplish.”

PCT will have additional editorial coverage of the NPMA Technology Summit both online and in print.