This regional residential HVAC provider moved technicians onto Field Service for mobile multi-tier quoting, richer site data capture and automated customer notifications.
A residential HVAC provider ran quoting and scheduling on a service platform that captured little customer or equipment data and depended on constant dispatcher phone calls. We implemented Salesforce Field Service with a mobile technician experience for multi-tiered quoting, detailed equipment capture, scored scheduling suggestions, case-based routing to expert estimators, and automatic customer arrival notifications with live technician location. Technicians now quote, report and collect payment on site without calling base, and customers get automated ETA updates instead of phone follow-ups.
The legacy service platform supported technician quoting and field sales but captured little data about customers, their equipment or service history, which limited marketing and weakened the customer experience. Scheduling depended on repeated phone calls between customers and dispatchers, keeping work management reactive. Technicians were surveyed about completed jobs only after being dispatched elsewhere, and when a job needed advanced quoting, schedulers had to call around to find an available estimator.
We implemented Salesforce Field Service with a mobile interface built into the technicians' existing workflow. Technicians can build multi-tiered quotes on site and capture detailed information about work performed and the condition and age of installed equipment. Dispatchers receive summarized skill and experience requirements and can schedule either manually or from scored automatic suggestions, and larger replacement estimates automatically create a case that dispatches an expert estimator. Customers receive automatic notifications with the technician's live location when the technician leaves the prior appointment and again within one mile.
Service representatives now see fuller account and equipment detail, making customer calls better informed. Technicians complete estimates, report progress and collect payment in the field without calling back to the office, and the back-and-forth to arrange advanced quoting has been removed. Automated arrival notifications replaced a large volume of status phone calls.
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