Cargas Energy Helps Connecticut Propane…

CHALLENGES

Cumbersome Manual Processes That Limited Productivity 

The system before Cargas Energy “wasn’t giving us the hands-on stuff we needed to grow,” shared Nuka Gjonbalaj, Connecticut Propane’s administration manager. 

She explained that the company’s dispatch process was all manual, which meant printing tickets, setting up routes by hand, and then distributing the tickets to their drivers and technicians. Communication between the back office, techs, and drivers was largely through hand-written notes on work orders and invoices. Also, the office had to do a lot of manual data entry into their energy software.

“There were no devices, no way to communicate with the drivers to see where they are or what they did until they came back at the end of the day,” Gjonbalaj said.

According to Danielle Goodwin, Connecticut Propane’s operations manager, their former energy software solution also lacked routing features. “We were basically printing off tickets and dividing them by towns. So a driver would drive past the same street maybe five times because there was no way of routing them efficiently.” 

Getting support from the software vendor was also a challenge. When Connecticut Propane had problems or questions, it was difficult to reach someone.

“Our former solution wasn’t right for the business. Cargas was a whole new world.”

– Nuka Gjonbalaj, Administration Manager, Connecticut Propane & Petroleum

SOLUTIONS

Cargas Energy for Gaining an Edge

In 2013, Connecticut Propane began looking for an alternate software solution with features and functionality that would enable the company to grow and evolve. 

Gjonbalaj said they started talking with several companies and soon found that other solutions didn’t offer the capabilities of Cargas Energy. 

While it was a significant investment for their new company at the time, they recognized the immediate and long-term benefits. “We didn’t want another solution that wouldn’t give us what we wanted; that’s why we chose Cargas,” she explained.

“We researched other propane-based software providers, and they didn’t compare to Cargas’s innovation. It was like comparing apples to oranges; Cargas Energy was way beyond its time.”

– Nuka Gjonbalaj, Administration Manager, Connecticut Propane & Petroleum

Some of the Cargas Energy features and modules that Connecticut Propane uses to streamline its administration and operations include:

• Remote Access – Enables users to access customer account information, delivery status, and service call details 24/7 from anywhere.
• Mobile Delivery – Allows dispatchers to push tickets and routes directly to drivers’ mobile devices; enables drivers and service techs to email completed tickets/invoices to customers immediately. 
• Tank Monitoring – Lets the company view monitored tank data directly in Cargas Energy and automatically create tickets when deliveries are needed. 
• Web Portal Integration – Gives customers the ability to view their accounts, order propane or service, pay their bills, and more online without calling the office. 

Since late 2019, Cargas also provides Salesforce CRM support to Connecticut Propane.

BENEFITS

Enhanced Efficiency, Greater Transparency & Better Communications

With Cargas Energy’s mobile delivery capabilities, cumbersome paper tickets are a thing of the past. Connecticut Propane’s delivery drivers and service technicians have mobile devices (tablets) to access their tickets and work orders, see their routes and instructions, and make notes directly in the Cargas Energy system.

“We can easily dispatch tickets to drivers and even reroute or transfer tickets,” described Goodwin. “And we don’t leave paper tickets behind anymore. As soon as a driver leaves a delivery, a completed ticket is automatically emailed to the customer.”

Goodwin said that with approximately 90 percent of Connecticut Propane’s customers getting their invoices by email, drivers have more time and can make more deliveries. 

And with everything — customer account details, tickets, route information, driver and technician notes, etc. —  in Cargas Energy in real-time, it’s easy to provide stellar customer service. 

“Before Cargas, drivers’ and technicians’ notes were handwritten on work orders and invoices. Now, it’s all in Cargas Energy for everyone to see. If something happens and a driver can’t get to a stop, or a truck breaks down, or a tech can’t do a job, it’s easy to reschedule right away instead of waiting until the next day, when it might be too late.”

– Nuka Gjonbalaj, Administration Manager, Connecticut Propane & Petroleum

Another benefit gained with Cargas Energy is remote access to the software, which is especially helpful after hours and during unpredictable weather events. Goodwin shared that Connecticut Propane’s office staff can work remotely to keep customers served during storms and inclement winter weather. “Even during COVID, we didn’t lose anything because our employees could work from home. That was important because we’re an essential business.” 

With Cargas Energy, the company has also streamlined its invoicing process and minimized late customer payments. The software supports automatic payments and provides flexibility in setting up budget plans for customers. 

“It has helped us improve accounts receivables. Before Cargas Energy, invoices couldn’t be emailed, and some customers lost their paper invoices,” said Gjonbalaj. “Cargas has automated the invoicing process, saving us stamps and paper.” 

In addition, she added that the software helps them keep track of past-due accounts so they can communicate with those customers and plan how to collect the money.

The integration between Cargas Energy and Connecticut Propane’s customer web portal has streamlined the billing process, too. Customers can now go online to see their bills, update their credit card information, and pay online. Those not on automatic or monitored delivery can order deliveries through the portal. As a result, there are fewer phone calls to office staff, and customers don’t have to wait on the phone to talk to a customer service rep to pay their bill.

Goodwin also mentioned they find value in Cargas Energy’s delivery routing and tank monitoring features.

“The software has helped with optimizing deliveries and optimizing our use of time as well as the amount we are spending on diesel. And it’s helpful that our tank monitors are compatible with Cargas. It’s nice to be able to see exactly what percentage our customers’ tanks are at.”

– Danielle Goodwin, Operations Manager, Connecticut Propane & Petroleum

What stands out to Gjonbalaj and Goodwin as the biggest advantage of using Cargas Energy is that it has allowed their company to be more organized and grow.

“It has made it easier for our team to work together. Everything is there for you in Cargas. Nothing is missing,” said Gjonbalaj. “And Cargas is always evolving and improving. Anytime I have a suggestion, they take it into consideration. Also, if I need anything, I get someone right away at Cargas.”

Goodwin added that she has recommended Cargas Energy to other companies because of its features that have allowed Connecticut Propane to advance and grow in a very competitive industry. “ We’re one of the fastest-growing propane companies in the northeast. Cargas has allowed us to move forward in the changing times and not become stagnant.”