Building Service Contractors (BSCs) increasingly depend on technology. It’s become essential for managing growing teams, improving customer satisfaction, and achieving profitability. But as software solutions multiply, the tech “stack”, or combination of digital tools within an organization, can become overly complex, fragmented and inefficient. Rather than adopting technology ad hoc, focus on aligning clear operational goals. This can help ensure each piece of software plays a critical role in the business’s overall strategy. In this conversation, Harmony Trujillo, Executive Vice President of York Building Services, shares insights from real-world implementation, highlighting how thoughtful tech optimization can empower both leadership and frontline teams.
Karina Neff: When auditing your existing tech stack, what stood out as most critical or surprising?
Harmony Trujillo: You’re catching me at just the right time, Karina! We recently completed a Kaizen Method exercise that revealed overlapping processes in our payroll systems — different people were double-checking the same data through separate tools. It reminded us that optimization isn’t just about technology, it’s also about unlearning habits that no longer serve us. Big shout-out to Jessica Watson of Pivot Financial Solutions for guiding us through that discovery.
KN: How important is frontline feedback in the discovery phase?
HT: Frontline feedback is foundational. If our teams can’t use the tools easily, they won’t, turning a tech decision into a time and money drain. Beyond the dollars, there’s morale to consider. Cleaners and supervisors should never feel unseen or burdened by technology. Their input should be the loudest voice in the room when we’re making operational decisions.
KN: What’s one common pitfall contractors fall into when choosing new technologies?
HT: I see a lot of companies chasing the “next shiny thing.” There’s incredible innovation happening across industries, but you have to ask, “Does this really solve our problem?” Curiosity is key. Look outside your vertical, learn from others, but stay grounded in your operational goals. And if you’re using something great, tell me! I’m always learning.
KN: Why is integration, rather than just adding new tech, so essential for efficiency?
HT: Integration ensures that tools work for your team, not the other way around. We once faced friction because our payroll provider wanted us to adopt their separate timekeeping system. That extra layer created confusion and wasted time. Integration means your tools “speak” to each other, not that your team has to become translators.
KN: What strategies help ensure smooth user adoption during rollouts?
HT: Ownership is everything. You need a clear champion for every rollout — someone accountable for training, feedback, and results. When the right person owns the process, adoption happens with care and consistency. Technology succeeds when people feel supported, not forced.
KN: How do you measure whether a new technology is truly successful?
HT: We track both hard data and soft signals. Quantitatively, we look at things like payroll accuracy and admin time saved. Qualitatively, we ask: “How many questions did payroll have to kick down to operations this week?” If that number is dropping, we know integration is working. And I only want platforms that give us clean, actionable data through dashboards, not spreadsheets.
KN: What’s your best advice for other contractors starting their tech optimization journey?
HT: Bring in an expert. This space changes fast and relying on product reps alone is like getting one side of the story. A consultant can see the whole picture, identify redundancies, and recommend what to replace instead of just what to add. Tech optimization should be an exchange, not an accumulation.
Final Thoughts: Optimization is a Mindset, Not a Milestone
Tech stack optimization isn’t a one-time project; it’s an ongoing strategic discipline. As your company evolves, your tech stack must evolve as well. With intentional planning, systematic integration, and cultural buy-in, your technology can serve as a genuine competitive advantage enabling sustained growth, deeper customer trust, and empowered teams.