Plus Inc is a locally owned and family-operated company in Greenville, South Carolina founded in 1958. What began with cash registers and calculators has evolved into a full service dealership offering office equipment, IT services, and exceptional copier support. At the heart of this transformation is Curtis Arrowood, the company’s service manager, whose expertise in IT and copier technology has helped modernize Plus Inc.’s service operations.
The Challenge
Service Manager, Curtis Arrowood shared deep insight some of the main challenges the company faced including service response times, technician workload, and industry benchmarks—making performance evaluation and improvement difficult.
When Curtis stepped into his role, tech
“When a call came in, the next tech to walk through the door got the call,” Curtis recalled. “This led to technicians passing each other on the road and responding inefficiently across a six-county service area.
The Solution: Advanced Territory Management and Technician Coaching
Plus Inc. began implementing NEXERA’s Advanced Territory Management (ATM) tool to increase operational efficiency.
Once Plus Inc. started assigning technicians to specific territories they saw response times improve by over 45%, and routing became far more efficient.
“I love how it helps with workloads too,” said Curtis. “If we bring on a new customer with 100 devices, I can balance the load across technicians without overwhelming anyone.”
Additionally, by leveraging NEXERA’s Acuity Tech Coaching 2.0, Plus Inc. introduced performance standards tied to bonuses. Technicians can now monitor their metrics in real time, and leadership can identify training needs briefly. “It gives me a better handle on the overall picture,” Curtis said.
Analyst Support and Integrated Technology
Curtis emphasized NEXERA’s support as a differentiator from other solutions. “One time I tried to redo territories on my own and botched it,” he said. “I connected with my Nexera Analyst and by the end of the day, he got on the horn, asked about my goal, and fixed it instantly.”
The company also explored different staffing models from Nexera such as assigning technicians by device type and confirmed a local territory-based approach was most efficient. Nexera’s seamless integration with eAutomate has further improved the process, automatically routing calls based on territory. This reduced dispatcher workload and minimized errors.
The Results: Increased Efficiency, Higher Morale, and Industry Recognition
- Improved response time and balanced workloads across six counties through greater Greenville
- Reduced dispatcher stress and fewer technician misassignments
- Data-driven training led to improved technician performance
- Certified PROTECH by Konica Minolta—reflecting top-tier service quality
“Our numbers are getting better and better. We’re already above industry standards,” Curtis shared. “And I am sure NEXERA helped us get there.”
He also praised how the data supports future hiring: “Now when our workload gets too high, I can go to ownership with the numbers and say, ‘We need another technicians.’”
Future Plans
As NEXERA continues to innovate and expand its training offerings, Curtis sees growth and recognition on the horizon for Plus Inc.
“As NEXERA continues to innovate, we’re confident their solutions around Business Intelligence and technician performance will give us the edge we need. The insights we get aren’t just data points but also strategic tools to help us operate smarter, faster, and more competitive.”
— Curtis Arrowood, Service Manager, Plus Inc.
