Kevin Willsey, President of Overhead Door Co., a leader in residential and commercial door solutions, shared insights into the company’s transformational experience with RIVR Solutions. Overhead Door Co. has long been a trusted name in its industry, but before engaging RIVR, the organization faced notable gaps in its operational efficiency. While the company was running fairly well, inconsistencies in the workflow were creating challenges that hindered smooth operations.
Kevin described the issues they were facing, particularly in dispatching. Calls from customers were not being prioritized effectively, often failing to account for key factors like time of call or the value of the transaction. There was a lack of timely follow-up with customers about service expectations, and significant delays between completing work and invoicing it. Additionally, challenges within the team further compounded these struggles. Misalignment in roles meant the “right people” weren’t in the “right seats,” and achieving consistent buy-in for methodical processes proved difficult.
When RIVR Solutions stepped in, the changes were immediate and impactful. Their team worked closely with Overhead Door Co. to redefine workflow processes across critical departments, including dispatch, inventory management, and sales. The most significant breakthrough came in their service and dispatch processes, where RIVR introduced structured methodologies for prioritizing calls, improving communication, and ensuring consistent follow-ups. They addressed team resistance by fostering collaboration, helping employees understand the value of change, and providing hands-on training to integrate these workflows effectively.
RIVR didn’t stop at implementation. Their support model included on-site supervision and review until the newly defined processes were solidified. From there, they transitioned to regular monthly Zoom meetings for ongoing refinement, complemented by quarterly on-site visits to ensure Overhead Door Co. maintained momentum and progress.
The results? A remarkable transformation. With RIVR Solutions’ guidance, Kevin and his team began to identify which roles were misaligned and made strategic changes to move forward. This process revealed the value of shifting from person-specific to job-specific tasks. By emphasizing the responsibilities tied to roles rather than individuals, Overhead Door Co. established greater clarity and improved overall time management. The change has been a game-changer in determining team needs and optimizing workforce efficiency.
Kevin’s advice to others considering a partnership with consultants like RIVR Solutions is simple but heartfelt. “Don’t be afraid to bring a consultant like RIVR into your business to assist you,” he shares. While progress theoretically could have been achieved without their help, Kevin noted that it would have required an unrealistic level of time, effort, and guidance in a perfect scenario. RIVR provided a robust framework for change, directing focus to the real issues and preventing wasted time and energy. Their expertise and structured approach allowed Overhead Door Co. to make significant strides quickly and effectively.
Today, Overhead Door Co. operates with newfound clarity, consistency, and confidence, ready to build on a strong foundation for continued success. Kevin Willsey’s experience highlights just how valuable the right partnership can be in turning challenges into opportunities and goals into achievements.
