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Challenge
Pete’s Pest Control wanted technicians to get accurate answers in the field without having to stop and call a manager. With questions ranging from product application rates and pricing to treatment protocols and customer safety, technicians needed quick access to information they could trust, especially when managers weren’t readily available.
Solution
Pete’s brought its company knowledge directly into Applause with Knowledge Base, giving technicians instant access to answers based on the company’s own information.
Pete’s loaded over 150 documents, including SOPs, product labels, pricing sheets, customer prep materials, and treatment information. Technicians can ask questions directly in the Applause app and get answers from Pete’s documentation instead of searching through files or calling a manager.
Managers can also see what technicians are asking and add resources to fill knowledge gaps. As Pete’s expanded its library, its answer rate increased from 87% to 98%.
Results
- 98% of questions answered from Pete’s own company documents
- Less reliance on managers for everyday questions
- Company knowledge available on demand from SOPs and pricing to product labels and treatment guidance
- Answers whenever techs need them 1 in 3 questions are asked outside normal business hours
I would have loved to have something like this 10 years ago when I was starting out. It gives our technicians the answers they need right in the field, while saving our managers time and helping the whole team work more independently.
