Staff autonomy enabling a speedy process (Pt 1 of 2)

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Phill’s been in business for more than 20 years. It was around 10 years ago when he realised he’d like to take the business further.

He had big plans but the business model just wasn’t quite working; the infrastructure wasn’t enabling expansion. Phill hired the help of a business coach to implement systems and processes to propel the business forward.

Together they found the Laser Group, which had those systems and processes already embedded and on offer to its network. They were both impressed with what was on offer.

Part of a bigger picture

Being a member of a national network gives Phill’s business, Laser Plumbing Vermont, the freedom to accept national work and utilise staff from other Laser businesses across the country.

Tapping into experienced business owners knowledge has been a huge benefit. Laser often uses the term ‘collaboration vs competition’. Each business is learning from each other. They’ve gained friends, camaraderie, experience and knowledge from those around them and share ideas they would never share with the competition.

The biggest issue was me

Phill boldly admits that one of his biggest lessons learned and one of the biggest challenges to the business has been of his own making: He’d become the bottleneck for much of the decision-making.

This has been a powerful lesson for both Phill and the business. By sharing the decision-making load among staff it has enabled the staff to grow and develop and allows Phill to operate in the role he is best suited for: building the business.

Autonomy enables a speedy process

To alleviate the bottleneck most of the staff have access to LaserPRO. They can all quote, order, raise purchase orders, invoice jobs and more which empowers them to own their decisions. This is great for both the staff, improves the workflow efficiency and increases speed of the client’s experience. Win. Win. Win.

The software

Every Laser member uses LaserPRO Enterprise, a bespoke version of simPRO Enterprise, to run their business. It manages nearly every aspect of the trade business –  just plug in the accounting software of choice and you’ve got everything you need.

“It gives me the freedom to not be involved in the business every day if I choose not to.” Phill Craig, Laser Plumbing Vermont, Victoria

The software enables everyone to be on the same page. If there’s an issue Phill can log in from anywhere in the world to see exactly what’s going on.

“At the end of the day it’s a better experience for the client.”

Features such as the Customer Portal and the Contractor Portal keep property managers, facility managers and end-user clients up-to-date on the status of their job.

“The reporting in LaserPro is fabulous,” Phill says. He has a transparent view of the day-to-day running of the business without being involved in the day-to-day.


As with just about every Journey client, Phill has the freedom to take time off. Long holidays are a common reality for any trade business owner who has the right systems in place.

In the following interview Phill explains where he’s been and where the business is heading into the future.