CASE STUDY

Folger Gas

Folger Gas is a third-generation family-owned propane business based in North Georgia. From the full-service company’s three offices, its 40 employees meet the propane needs of approximately 12,000 residential and commercial customers throughout North Georgia, Southeast Tennessee, and the southwestern regions of North Carolina and South Carolina.

Industry

Energy

Business Type

Propane

Software Solution

Cargas Energy

Folger Gas Logo

Cargas Energy Boosts Efficiency and Provides Unprecedented Support

Cargas Energy Helps Folger Gas…

  • Keep up with demand in a fast-growing market
  • Align operations across all locations
  • Optimize delivery drivers’ time
  • Elevate the customer experience

CHALLENGES

Poor Support, Downtime, and Disparate Technology Platforms That Hindered Efficiency

According to co-owner Kim Folger, Folger Gas was reaching the limits of its IT systems after the 2020 pandemic sparked growth in its market. Relying on disparate systems that were not connected to each other for back-office, delivery, and payment needs, Folger struggled to achieve the operational efficiency she strived for. 

“I was managing three different components to run one business,” Folger explained. “And when there was a problem or a hiccup, there were three different people you had to talk to.”

Folger said that customer service was the driving force for exploring another energy software solution. “The thing that held us back the most at that point was the lack of customer service I was receiving. We would have tickets out there that wouldn’t be answered for days at a time. We would have things happen that would halt our business for three, four hours, which, in the winter months, can be critical. So, I began to look at other options.”

SOLUTIONS

A Comprehensive, Connected Solution Backed by Exemplary Customer Service

Folger said she almost passed over Cargas Energy entirely when evaluating her options for a new solution. “If you’re in the propane business, everyone knows about Cargas. Cargas has the reputation of being the best there is in the market. It also had the reputation that it was great, but it was expensive.”

Despite this perception, she took the time to examine the financial impact closely, and what she found surprised her.

“I began to really put the numbers on paper, and I realized Cargas was not more expensive, and what they brought to the table was huge.”

—Kim Folger, Co-Owner, Folger Gas

In June 2023, the migration to Cargas Energy went live.

Some of the Cargas Energy modules, features, and integrations Folger Gas uses to streamline operations and meet customer demand in multiple service areas include:

According to Folger, “The implementation was great overall. In general, implementations are a painful process, but working with the right people makes it as easy as it can possibly be.”

BENEFITS

Company-Wide Consistency and Reliable Support to Fuel Growth

The Cargas Energy solution is helping Folger Gas keep up with increased customer demand. Folger said the company serves a geographic area where the building industry has been booming, escalating the need for propane in recent years.

“We are really, really comfortable with where we are with Cargas Energy, and we’re starting to really embrace all that we can do with it,” shared Folger. She said Cargas Energy has enabled Folger Gas to build on its efficiency by providing company-wide consistency.

For example, she said the ability to use the same tablets regardless of location or service area makes communicating and troubleshooting simpler. Moreover, Folger said the tablets they use with Cargas Energy cost far less than those used with their previous solution, “The other tablets cost about $2,600 apiece. And we run 11 service teams, so it was very expensive.”

According to Folger, mobile delivery is a lot smoother—a game-changer for the company’s on-call drivers because with Cargas Energy and Otodata tank monitors, they have easy access to more information than ever before.

“It’s been life-changing for our drivers. It has made our routes more efficient and has probably saved us at least one body and one truck.” 

The monitoring data available in Cargas Energy also helps Folger Gas serve customers when temperatures drop.

“The way it works with the monitors gives us an advantage to be ahead of cold weather to make sure our customers are taken care of.”

—Kim Folger, Co-Owner, Folger Gas

Other tools that help streamline Folger Gas’s operations and enhance the customer experience include Cargas Energy’s intuitive interface, Cargas Pay for seamless payment processing, and a user-friendly online customer portal. 

“Having everything all connected with Cargas Energy is easier for everyone,” Folger said. “You can build on Cargas.” 

Folger shared that they are working on incorporating more integrations and automation to further elevate efficiency. 

Recently, the Cargas Energy team completed an integration with TekCollect (an accounts receivable management company) to enable Folger Gas to collect on past-due customer payments more easily. “It will help improve cash flow by turning customers over to TekCollect when they hit 90 days after non-payment.” 

In the near future, the company will convert to QuickBooks online and take advantage of that integration with Cargas Energy. Folger also said they will implement Cargas Energy’s text messaging functionality to automate notifications to customers to inform them of fuel delivery and service events.

“I know that the system will grow with me because the system is already larger than I am, and the tools that…my team and I need to grow our business are available through Cargas. Switching was the best decision I’ve made.”

—Kim Folger, Co-Owner, Folger Gas

Folger said Cargas Energy makes communicating easy, and she values the reliable, responsive support she receives: “It’s all about the relationships. I appreciate the relationships I’ve made and the way the Cargas people I work with have taken an interest in what we do and how we do it. And I know that if anything becomes a roadblock, I can email the Cargas team for a quick response.”

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