WHITE GLOVE 
CUSTOMER
SERVICE WOWS 
FRANKLIN FIRE

DEPARTMENT

Dedicated to enhancing the quality of life of the town’s citizens and visitors, the Franklin Fire Department offers a full range of Fire and Rescue Services. Franklin’s 56 full time firefighter/paramedics provide advanced medical care and fire protection, responding to 5000 calls each year, as well as offering a full range of prevention services that help educate and support their community. They provide a superior level of support to the community, but don’t always receive that same level of support from their suppliers. They found that superior level of support in Firehouse 24/7.

 

With such a wide-range of community services being provided, managing the department’s shift-scheduling is an intricate process that needs to be handled correctly, efficiently and timely. Like other fire departments, Franklin used to rely on paper and spreadsheets to do the job, but this became too cumbersome and time-consuming.

 

As they searched for a solution, they found a few products that seemed to be good candidates and decided upon one that they initially thought would work for them. “We tried another software from a known brand,” said Keith Darling, Battalion Chief at the Franklin Fire Department. “But ultimately, everything we needed that product to do, it couldn’t do. From calling back members to general recalls, to shift filling and incorporating our rules, it just didn’t work. We spent almost 40 hours with their reps, trying to explain what we needed. That’s when we turned to Firehouse 24/7.”

“IT DOES EVERYTHING WE NEED IT TO DO, AND THE RESPONSE FROM THE FIREHOUSE24/7 TEAM HAS ALWAYS BEEN, 'YEP, WE CAN DO IT,' AND IT GETS DONE." 

(Keith Darling, Battalion Chief, Franklin Fire Department, MA)

Firehouse 24/7 was made by firefighters for fire departments. It isn’t a one-size-fits-all solution, but instead is fully customizable and plays nicely with other software packages that Fire Departments rely upon. Departments can adjust features to fit their unique policies, union rules, terminology, and more, making it easy for everyone to embrace the change.

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LEGENDARY CUSTOMER SERVICE

The Franklin Fire Department has made the most of Firehouse 24/7’s legendary customer service. “We’ve thrown some pretty big curveballs at them in terms of what we’ve wanted the tool to be able to do,” acknowledged Battalion Chief Darling, “but all our requests have been attainable and done quickly.” The Firehouse 24/7 team configured the system to comply with the department’s scheduling rules, helping everyone understand their restrictions on work hours, consecutive workdays, overtime compensation, PTO approvals and accruals, and more.

NO MORE LOST OR MISPLACED RECORDS

In addition to helping the Franklin Fire Department save costs and time, Firehouse 24/7 has also improved the department’s operational efficiency. “Using paper meant that there was always the risk of lost or misplaced records, without backup. Now my officers can access shift schedules and reporting online. This has eliminated the risks posed by paper-based records,” Battalion Chief Darling reiterates.

“FIREHOUSE 24/7'S CUSTOMER SUPPORT HAS BEEN EXCELLENT. ALL IT'S TAKEN IS A PHONE CALL OR A TEXT MESSAGE, AND THE CUSTOMER SERVICE TEAM IS ON IT."

(Keith Darling, Battalion Chief, Franklin Fire Department, MA)

Having had experience with other shift-scheduling software, Battalion Chief Darling knows the power of a bespoke software. “With Firehouse 24/7, I get industry-specific, customized scheduling that meets all union rules and local policies; everyone else comes up short. They can’t do what Firehouse 24/7 can do.”

 

Overtime shifts, details and callbacks are filled automatically in Firehouse 24/7’s online software. Firefighters can log in from anywhere and receive texts, emails or push notifications that help them manage their shifts. In addition, accepting and declining shifts is easy and fast using the Firehouse 24/7 smartphone app.

Firehouse 24/7: Made by Firefighters for Fire Departments

Built by firefighters, Firehouse 24/7 solves shift scheduling problems with first-hand knowledge of the biggest administration issues faced by Fire Departments today. Officers spend less time with admin work and manually scheduling shifts, and more time in the field protecting their communities.

​Firehouse 24/7 Key Benefits:

  • Intelligent, rules-based scheduling

  • Fully configurable for effortless compliance with Labor and Union Rules

  • Mobile App for firefighters with automated shift filling, PTO requests and more

  • Unlimited and ongoing customer support

  • Integrations with Payroll, CAD, PCR and RMS software

  • Audit trails and management reporting