The Challenge of Scaling

Launching their compliance business Pool Barrier Certification(PBC) in 2020, founders Tom and Rob were looking for help scaling the business to take advantage of changes in state legislation. “It was prefect timing because as there was a huge opportunity to do a land grab in Victoria. We were getting success with our approach we just needed help to achieve different scale” said Tom.

Working together, ServiceScale and PBC designed a strategic marketing campaign targetted at pool owners across Victoria which resulted in a huge increase in leads. “Before the campaign we were getting 1 or 2 leads a day through referral partners and our existing marketing activities. We went from that to 40 or 50 calls a day overnight says Tom. 

Streamlining Operations

While the spike in lead generation was exciting the downside impact was in delivering the service at scale. The company had rolled out a few apps for tradies like Xero, SafetyCulture, WhatsApp and Smartsheets to help stay organise and reduce manual work but the increase in demand meant an equal increase in admin

As the business became more successful, the admin tasks started to mount up meaning long days in the field and long nights on the computer creating flow on effects and strain across the business. “To be honest I was pretty stressed at that point, Tom and I were punching out 11 or 12 inspections per day and then spending 3-4 hours a night writing reports, sending emails and trying to stay on top of our admin team ” said Rob.

Working with the existing apps ServiceScale maximised the productivity across the business. “We worked with Tom and Rob to identify the biggest pain points, the high frequency tasks and other opportunities to automate or improve. We were able to make things more accessible so that Rob and Tom could enter the details into the CRM at the end of a job which started the automation flow. We also introduced Slack to replace WhatsApp as it can be integatted with other systems and enable better real-time communication across the team” said Pat Fong from ServiceScale. 

The operational efficiencies achieved allowed the administrative team to remain lean and fully remote and used a mixture of onshore and offshore resources to run the business. “We were three times as busy, but twice as efficient which allowed us to manage the additional work” said Tom.

Sustained Growth and Expansion

The systems established by ServiceScale didn’t just stabilise the rapid growth but also paved the way for further expansion with the group launching  Rennovation and Service divisions. Pool Barrier Certification is now poised to scale operations into additional Australian states, supported by a foundation of efficient and scalable processes. The company has maintained an impressive track record of 200% year-on-year growth, consistently generating substantial leads and expanding its market presence.

Moreover, the operational changes have significantly boosted client satisfaction, as evidenced by over 100 five-star Google reviews praising the efficiency and effectiveness of the services provided.

Making an Impact

PBC’s journey illustrates the transformative power of strategic collaboration with ServiceScale. With our support, they have not only optimised their business model but are also setting sights on new horizons, ready to bring their trusted, efficient services to a broader audience.

Interested in a Similar Transformation?

If you’re inspired by PBC’s success and interested in experiencing similar growth and operational efficiency, we invite you to book a discovery session with us. Learn how we can tailor our strategies to meet your business’s unique needs and help you achieve sustainable success. Start your journey today by scheduling a discovery session here.

Looking Ahead

As PBC continues to expand, ServiceScale is committed to supporting their growth into new markets, ensuring that their operational excellence remains a cornerstone of their business strategy. The partnership stands as a testament to how targeted improvements in system and process can catalyse long-term business success.