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Boosting Service Capacity: The Nigel Mulgrew Plumbing Story

One of the biggest problems was having a plumber go out to buy a fitting that costs two dollars and fifty cents — but with an hour and a half of the plumber's time, that fitting now costs 100, 150 dollars worth of time and energy.

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Technicians spend significantly less time on parts sourcing
Service capacity increased without adding staff
Improved first-time fix rates

The Challenge

Nigel Mulgrew Plumbing's technicians were spending too much time hunting for parts instead of completing jobs. First-time fix rates were suffering.

The Solution

With Ply's truck stock management and automated replenishment, technicians always had the right parts on their trucks. Smart par levels ensured the most-used items were always stocked.

The Results

Technicians spend significantly less time on parts sourcing
Service capacity increased without adding staff
Improved first-time fix rates

The Full Story

About Nigel Mulgrew Plumbing

Nigel Mulgrew Plumbing has proudly served the Bay Area since 1998. With a team of approximately 20 talented plumbers, they have established themselves as the premier plumbing contractor for building contractors, architects, and homeowners in San Francisco and the greater Bay Area.

They specialize in high-end fixture installations and comprehensive solutions for residential and commercial new construction and remodels, focusing on quality craftsmanship and attention to detail for affluent customers.

The Challenge

Before Ply, Devin Bush, Warehouse and Inventory Manager, knew their biggest bottleneck was the time plumbers spent on the road and in supply houses. In a city like San Francisco, a small trip meant a big loss.

“One of the biggest problems that we were running into was having somebody like a plumber going out to go buy a fitting that maybe costs two dollars and fifty cents,” Devin explains. “But with about an hour to an hour and a half worth of time of the plumber going back and forth, that two dollar and fifty cent plumbing fitting that now costs 100, 150 dollars worth of time and energy and effort.”

Beyond the time sink, the decentralized inventory system led to frequent overbuying. Technicians would buy five parts but purchase six or seven, and the extras would often get lost in the van, leading to inaccurate billing and wasted money.

The Solution

Nigel Mulgrew Plumbing, who already utilized ServiceTitan, found Ply’s integration and cost-effectiveness a natural fit. The decision was simple: “The fact that they had that kind of integration just made all the cards kind of align and made the decision that much easier.”

The PO system quickly became the key to solving their logistical headaches. Instead of plumbers arriving at a supply house and having to search for parts, the system allowed the team to call ahead, pre-order everything, and ensure a quick pickup.

That PO system also gave them the power to intentionally stock their service vehicles for specialized roles. Devin highlights how they can use the system to build and audit vehicle inventory: “We can set up a purchase order that’s fairly large, we can print it out, we can take our time, we can dissect it… and be able to accurately go, ‘okay, yes, no, yes, no’ on these different parts.”

The Results

By streamlining the procurement process, Ply delivered hard, quantifiable savings almost immediately.

“It’s drastically cut down to the tune of anywhere from 30 to even 40 percent of those down times,” says Devin, who notes a corresponding 30 to 40 percent increase in efficiency across the system.

This increased efficiency translated directly into expanded capacity for the small service team:

The other thing we’ve been able to do is expand from maybe one or two jobs a day to two or three jobs a day and in some cases even four jobs a day.
Devin Bush
Warehouse and Inventory Manager at Nigel Mulgrew Plumbing

The confidence that “my guy has everything in that van that he needs” ensures the team is ready to go the moment a customer signs an estimate.

For Nigel Mulgrew Plumbing, the success of the implementation was cemented by the quality of the Ply support team and the smooth onboarding process led by their success manager, Ben.

“The number one thing was communication, that’s the thing that I value the most,” Devin states. He appreciates the ability to use the chat system to speak to a human within minutes for support.

Ultimately, Ply provides the critical intelligence needed to manage their high-stakes inventory effectively:

If I had to use a few words to describe Ply, I’d probably say your warehouse assistant, like your logistics assistant… it tells you and tracks everything so you don’t have to necessarily go out and count every single day or every single week… it’s a lifesaver, like truly.
Devin Bush
Warehouse and Inventory Manager at Nigel Mulgrew Plumbing

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One of the biggest problems was having a plumber go out to buy a fitting that costs two dollars and fifty cents — but with an hour and a half of the plumber's time, that fitting now costs 100, 150 dollars worth of time and energy.

Devin Bush
Warehouse and Inventory Manager, Nigel Mulgrew Plumbing

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