Monday, April 27, 2015  06:00 AM
HiTouch Meets Comprehensive Needs of HQ Move

Hiller Plumbing, Heating, Cooling & Electrical Installation Includes Transfer of 24/7 Call Center  

Just as with any seemingly simple plumbing job, the need to call in an expert often becomes abundantly clear.

Such was the case with Hiller Plumbing, Heating, Cooling & Electrical, a longstanding, award-winning Nashville-based business. The company had planned to undergo a move to newcorporate headquarters across town in 2014. But working with HiTouch Business Services, Hiller was able to do far more than simply transfer offices into another building. Through HiTouch’s comprehensive, integrated offerings, the move happened without disturbing the 24/7 operations of its mission-critical call center, including the transfer of IT equipment and services and existing office furniture. Rentacrate, a business unit of HiTouch, provided moving crates, as well as installed break room/common area furniture Hiller had purchased from other suppliers to enhance the workspace environment. Partners included Apex Moving & Storage and Office Furniture Concepts, both from the Nashville area.   

“This was a great project,” said John Helm, vice president and partner, HiTouch Business Services. “Hiller is a great company with a solid reputation and strong presence in the community. And with the HiTouch consultative approach, we were able to provide more comprehensive solutions to meet their needs. The result is that they’ve been able to seamlessly move from an over-occupied facility to a beautiful state-of-the-art one, and it will better be able to support Hiller’s growing business.”

Helm said when he first became involved in the project, he was impressed by the call center operations. With more than 40 workstations and operators working around the clock, he said, “the phonesnever stop ringing.” But overall, the company and its new facility are employee-centric, with numerous inspirational signs, large-screen TVs and other amenities to ensure it’s a positive work environment.

Hiller, founded in 1990 by current president and owner Jimmy Hiller, is widely recognized for its prompt and professional “service with a smile.” In addition to servicing the Nashville area, Hiller has expanded to become one of the largest residential plumbing, heating, cooling and electrical contractors in the metropolitan area of Knoxville, Tenn. Hiller has locations throughout Tennessee, including Clarksville, Columbia, Dickson, Memphis, Murfreesboro and Cookeville, in addition to Bowling Green, Ky.   

As such, it was essential that the move not interrupt the busy company’s ability to meet its customers’ needs. HiTouch performed the most intense portions of the move over two days in October, though the highly detailed project was performed over several months. Hiller has more than 250 employees at the new facility overall and key HiTouch personnel—including Helm himself—were on hand to ensure everything was done right. The contract included single-source project management and vendor consolidation in addition to the physical aspects of the move, and HiTouch was able to accommodate several necessary adjustments to the move schedule. Moves typically occur over weekend dates, but this one began on a Wednesday and ended on a Thursday while the call center employees continued to work. 

“HiTouch Business Solutions did an excellent job with our move,” Hiller said. “Their professional demeanor with each person involved through this entire relocation was outstanding. If we needed something or had a question, John was there without hesitation.”

Helm, noting that Rentacrate performs roughly 1,500 moves each month, considers the project with Hiller special—and not just because of Hiller’s nonstop work schedule.

“It was special because Jimmy Hiller gets it,” Helm said. “This wasn’t about moving to a new building. It was about creating a better environment for his employees, and understanding how that can make them become more productive and happy, as well as help grow the business. We were honored to be a part of it.”  





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