Case Studies

Cleanup & Total Restoration Inc.: A Technological Leg Up on the Competition

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Cleanup & Total Restoration Inc. (CTR) is a full-service restoration construction company based in and serving Idaho, as well as Oregon and Washington. Founded in 1995, CTR provides restoration services for fire, water and wind damage, as well as vandalism cleanup services. Mark Pasculli, president of CTR, notes that the business also offers “… a whole host of environmental work, ranging from mold remediation to asbestos remediation, as well as biohazard cleanup and work with meth labs and crime scenes and things of that nature.”

On top of contents processing and restoration work, CTR does some ground-up construction. The company serves a good balance of residential and commercial customers and performs both insurance program-driven work and direct referral work.

A Growing Enterprise

Pasculli purchased the company, which had been founded by Brian Moffet and Scott Leslie, with his family in 2004. At that time, the business had two Idaho locations: Boise and McCall. Since then, CTR has opened additional offices in Payette, Lewiston and Twin Falls. The stated mission of the company is to serve its customers in their time of need by providing compassion, thorough communication and quality service. The company prides itself on maintaining frequent and thorough communications with all people connected to each project, from customers and insurance representatives to referral sources.

The fact that CTR is independently owned and not a franchise of a national organization provides distinct benefits, according to Pasculli. He explains, “We provide in-house all of the services that a customer could require. Our slogan is ‘One Call. We Do It All.’ We can handle any job, no matter how big or small, in our entire coverage area, because we can move our assets from one area to another as needed. Independently owned franchises can’t mobilize as quickly as we can, as they have to work through their national offices.” As CTR’s leader, Pasculli is in communication with managers from each of his company’s offices almost every day to stay on top of the full-service restoration and construction business.

Employing 55 workers, CTR performs the vast majority of its restoration work in-house, with a few exceptions. CTR is licensed to do general contracting, but is not licensed to perform plumbing, electrical and HVAC work, so it hires subcontractors for those trades. The business also occasionally works with asbestos remediation subcontractors depending on the rest of its workload. To facilitate its full-service mission CTR has developed good working relationships with a handful of contractors from different trades, as well as suppliers with whom it has done repeat business.

A Pioneer in Restoration Management Technology

CTR places great value on quality control. Pasculli highlights the importance of customer feedback to the company’s daily operations. He notes, “With each job, we try to do a customer satisfaction survey. We take those surveys very seriously to see how we’re currently doing and how we might improve.”

He also explains that due to CTR’s work for clients in conjunction with various insurance programs, the company “… has to be administratively sound as far as getting documentation done timely and correctly.” CTR is also certified by the Institute of Inspection Cleaning and Restoration Certification, a standard-setting and certification organization for the industry, and maintains membership in the Restoration Industry Association (RIA), which helps assure the company is up to date on the latest industry issues, technological advances and networking opportunities.

Pasculli is proud of a distinctive technological advancement that sets CTR apart from its competitors, explaining, “We are pretty far ahead of most companies technologically in that we have developed our own in-house process management software called Restoration Management Software [RMS].” Pasculli developed the product himself and is planning to market the technology in 2013. In addition to CTR’s own use of the product, a few other restoration companies are currently using the software on a trial basis.

Pasculli’s RMS allows restoration professionals to streamline their companies with resource tracking and comprehensive process management. RMS does away with the need for cumbersome paperwork and enables restoration companies to monitor their work digitally with prioritized alerts and notifications and to review historical trends in their businesses.

Pasculli remarks, “We were one of the first companies to move in the direction of web-based applications. We may be one of the first companies to design this type of web-based application for our own use. There are companies out there selling software packages, but none to my knowledge that were designed and developed by a restoration company.”

In addition to marketing RMS, Pasculli’s future goals for CTR include opening more offices in northern Idaho and then opening offices in Oregon and Washington so as to have physical locations in all three states in which the company is licensed as a restoration construction company. Pasculli is also contemplating moving into Montana, noting that restoration work in the intermountain regions is often driven by how heavy the winter storms are in the area.

Recent years have seen an increase in competition, especially within the Boise market, but CTR holds several advantages as a proactive independently owned company. Given the company’s commitment to compassionate care for its customers’ needs and to implementing groundbreaking technology to maximize its ability to perform comprehensive services, CTR is poised to continue its expansion. As it expands, Cleanup & Total Restoration Inc. will no doubt remain on the cutting edge of the restoration business.

Published on: March 9, 2013

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