Overview
Icon Lifts is a lift service and maintenance company based in Surrey, working across its own contracts and as a subcontractor for other providers. A small but growing business, it depends on accurate site and job reporting out in the field, where its engineers work on lifts at client sites.
Culverdocs replaced Icon Lifts’ previous forms system, giving the team faster, more professional digital forms that it builds and controls itself. Over three years, it has expanded well beyond lift reporting to support the whole business.
The Challenge
Before Culverdocs, Icon Lifts relied on a previous, non-UK forms system that was holding the business back. Support was the first problem: with no UK presence, help came only through slow email threads.
‘Whenever we had a problem there was no one we could speak to. It all relied on email threads.’ explains Melanie (Mel) Hill, Operations Manager.
The second problem was the form builder software itself. It was slow and clunky, with no pre-populated fields, so engineers had to type everything out by hand on every sheet, from full addresses to their own names. That created constant rework, inconsistent sheets, and output that didn’t reflect the business.
The Solution
The turning point came when Culverdocs’ Jeremy took one of Icon Lifts’ existing sheets and, in a short Teams session, showed how much better it could look. A two-week trial with hands-on support followed, giving the team a zero-risk way to prove the value of switching.
The first form was Icon Lifts’ call-out and repair sheet. Jeremy built an improved version to demonstrate, then supported Mel to keep building the rest herself.
From there, Culverdocs spread across the business:
- Job and site reports, including branded versions for the companies Icon Lifts subcontracts for.
- HR processes, including a return-to-work form and sick-leave recording that hadn’t existed as a process before.
- Financial forms such as expenses and overtime.
The Impact
Professional, Consistent Reporting
Pre-populated list fields removed manual typing, cutting errors and giving every report a uniform, professional look.
‘Now you’ve got all those options for pre-populated fields, everything’s uniform. It’s made us look more professional, and it’s saved me no end of time not having to rewrite documentation.’
Faster Form Building
A form that once took a full day to build now takes minutes.
‘On the old system, I remember spending a whole day building a sheet, and it still wasn’t right. With Culverdocs I’ve created sheets in 10 minutes, because I know how it works. I think “I need a form for that”, and it’s done.’
Everything On Site, In Real Time
The document section puts lift manuals and drawings at engineers’ fingertips on site, and live lists keep the whole portfolio up to date.
‘We’ve got lift manuals and drawings in the document section, which the engineers can access on site. Our whole portfolio is on a list too, so it’s a working document in real time.’
Keeping Pace with Legislation
Forms can be updated easily as industry rules change, which matters in a sector shaped by evolving safety legislation.
‘There’s a lot of legislation now around firefighting lifts because of recent events. We need to report systematically whether a lift is a fire lift and works correctly, and we’ve been able to upgrade our old form and add sections easily so it reflects our current needs.’
The Results
Today, Culverdocs is the system Icon Lifts runs its reporting and much of its wider admin on, backed by responsive UK support that Mel values as highly as the software itself.
‘I feel very supported: if I’ve ever got a problem I just shout help and someone helps, and they understand what our aim is. I’d 100% recommend Culverdocs. I’ve recommended it to several companies, and on LinkedIn; even the big ones, I tell them to get off that rubbish system and get on this, because you can personalise it to your business.’ – Melanie Hill, Operations Manager, Icon Lifts.
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