Q & A with Subitus Restore – How Kynection’s Smart Forms Reduced Quote Time by 94%

Subitus Restore is a restoration services company specialising in emergency response and property restoration for homeowners and insurance partners. Jo-Anne McDonald (National Operations Manager) and Shane McCanner (National Restoration Manager) share how Kynection’s customisable smart forms transformed their quoting and job creation workflows, cutting quote time from hours to minutes whilst eliminating errors and improving client satisfaction.

The Challenge: Before Kynection

Discovery and Implementation

Q: How did you find out about Kynection?

Jo-Anne McDonald: I stumbled upon Kynection in another company who was using it as a sub-programme, where it was used for its scheduling component. I was able to fully develop and understand Kynection only from the scheduling part – it was so easy to use that it grabbed my attention.

Q: How was the implementation process?

Jo-Anne McDonald: I got my own team, which I met with every week, which was awesome! We got together on Zoom meetings, so that every week I was able to lay out all of my ideas. From there a calendar was made of how each section was going to be released. As soon as a module was finished, I would sign off on it and it would go live—then we’d start on the next one.

I had the best team; the support of Kasie and Aman was phenomenal. Never did I feel foolish communicating despite feeling out of my comfort zone—I appreciated that. There was a lot of empathy given and patience. Sometimes I didn’t make the scheduled meetings due to an emergency and that was never shunned upon; it was like everything was understood and we just carried on the next week. The team was very allowing and understanding, as when you are running a business and trying to build a software programme, it’s massively time-consuming.

It was a great supportive team and I loved that they are in Australia, so there was no time difference. I know that I’ve had to deal with other software companies that are in America, where I had to get up at 5:30 in the morning for a meeting. When you are busy, you don’t have time to be inconvenienced like that.

Shane McCanner: I think the glory of it as well was the actual face-to-face time you get, rather than back-and-forth emails. You got a lot of stuff out in one go, which really helped with the time aspect of it. I was actually meeting the person and being able to interact with them and build a relationship. It was almost like it was that added care factor to helping us build our programme as well.

Transformation Results: After Kynection

Business Impact: The Smart e-Forms Difference

Q: How did Kynection help your business?

Jo-Anne McDonald: We had a bottleneck in our workflow that we were struggling with. The biggest benefit of Kynection was their smart forms quoting system. We needed to be able to put more information into our quoting system, as we have so many technicians out in the field who don’t have the knowledge required to quote manually. We asked if we could create a form that collated information so technicians could input data and it would then generate a quote automatically.

The team at Kynection explained that this would be considered a “smart form.” We had no idea what that meant at first, so they said, “We’ll do a trial.” Basically, the form asks you a certain amount of questions and then behind the scenes it magically generates a quote. We did the first trial and I thought it was great. Shane, however, didn’t think it was so great because he has very high standards. The team were okay with that – they were like, “Sure, we can make it more detailed, we can have bullet points, we can indent it, make it bold, and all that sort of stuff that Shane likes.” So we went back, the second trial was way closer, and now we are at the final stage of completing this quotation eForm. This will be life-changing for us.

Shane McKenna: Absolutely. The time it’ll save us will be next level! It was taking me an hour to do an average-sized quote and some of the larger ones a couple of hours. Whereas now it’s taking 10 minutes per quote, which is a massive saving on time. The ability to customise that eForm to change it to how we needed it – especially with me having such high standards – was crucial.

It was so easy to do and so customisable that we could actually tweak it to fit exactly what we needed. It wasn’t just a one-size-fits-all approach. We could customise it to suit exactly what we needed it to do, which is unbelievable for the space we are in.

Jo-Anne McDonald: We were also having difficulty because we’ve got two clients: the insurance company and the homeowner. We couldn’t get all the details into our job. It would only bring the insurance company or the builder across. A smart form was created so we could put all the details in at once, and then it creates a job for us with everything in it. That was life-changing! From there, fewer errors are made, quicker appointments are scheduled, no duplication. They are really amazing, life-changing improvements!

Key Outcomes

• Quote time reduced by 83–95% – from 1–2 hours to 10 minutes per quote
• Multi-client data capture – insurance and homeowner details captured simultaneously in a single job setup
• Error elimination – reduced errors and duplication through automated, standardised form processes
• Faster appointment scheduling – complete, accurate job data enables quicker client contact and scheduling
• Field technician empowerment – technicians no longer require extensive quoting knowledge; system automates professional quote generation
• Customisable to exact requirements – smart forms adapted iteratively to meet high standards and specific business needs