Spring tune-ups booked by text instead of by hold music
An HVAC company called fourteen hundred maintenance customers twice a year to book visits. Now it sends a text with three slots and waits for a single digit back.
This shows the kind of work we do. It is not a client engagement, and the business in it is invented.
- 61 hrsof outbound calling saved in the first spring season
- 1 digitis all a customer has to send to book
- 4 daysbefore an unanswered text becomes a phone call
Where it started
The problem
The maintenance agreements promised two visits a year, furnace in the fall and AC in the spring. The office booked every one by phone.
Two people spent most of March and September dialling. Half the calls hit voicemail. Customers who never got booked didn't renew, and that's where the margin leaked out.
What changed
What we did
We built a small booking service that sits beside their field-service software. Six weeks before a visit is due, the customer gets a text offering three open slots near their address.
They reply 1, 2 or 3. That's it. No reply in four days earns one reminder, and after that the customer lands on a call list for a person to ring.
Slots come from the technicians' real routes, so a booking in the north end falls on a day a truck is already up there. Drive time between calls dropped without anyone redrawing a map.
Replies that aren't a digit, like can you come after five, go to the office as a message rather than into a void.
Built with
- Housecall Pro API
- Twilio
- TypeScript
- Cloudflare Workers
- Google Maps Platform
Services in this job
Application Development
Any stack, any server, start to finish
VoIP & Unified Communications
Phones, and the network under them
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