Citywide HVAC

A residential heating and cooling company that lost most of its July. When a system quits in a heat wave, the homeowner calls three companies and books whoever can name a time.

• The site's contact form went to an inbox that was read when someone got to it: four hours on average, and after five in the afternoon, the next morning.
• Nights and weekends were the worst of it, because that is when a furnace fails and when the competition's answering service picks up.
• Roughly six in ten after-hours requests never reached a technician at all.
• The company assumed the fix was another dispatcher and had started interviewing.

Rebuilt around one decision: what is wrong, and when can somebody come.

• A homeowner picks the service, says whether it is an emergency, and sees real appointment windows pulled from ServiceTitan's dispatch board instead of a form promising a callback.
• Booking writes straight into ServiceTitan with the customer, the equipment and the problem attached, texts the homeowner the window by Twilio, and pages the on-call technician when the request is flagged no heat or no cool.
• After hours the same path runs with nobody in the office, which is the only part of this that changes a July.
• Call tracking on every page tied phone calls to the ad and page that produced them, so the company stopped guessing at its spend.
• The maintenance plan, previously a paragraph on an interior page nobody visited, became an offer at the end of every booking, at the moment a homeowner has just been rescued.

A no-cool request becomes a booked window in about eight minutes, at two in the afternoon or eleven at night, because the booking talks to the dispatch board directly and the on-call technician is paged rather than emailed.

• After-hours capture went from four requests in ten to better than nine.
• The dispatcher they were about to hire was not hired.
• Maintenance signups more than quadrupled, which matters more than the emergency calls do, because those customers do not shop around the next time something fails.