The Challenge:
A regional HVAC and building automation service faced multiple challenges. First, they had to provide 24/7 service but it was not cost effective for them to staff phone calls themselves after-hours. Second, they had three different divisions each with separate on-call staff after-hours. Third, they needed to work with a call center that was familiar with industry terminology and the specialized equipment that each division handled. And fourth, find a vendor who could properly screen calls by urgency, type of equipment, and client location, then provide complex field dispatch to their service techs in multiple states.
Our Strategy:
24-Hour Coverage
- SUITE 1000 took over their calls after-hours, weekends, and holidays. We created separate accounts for each division, but also linked them. If a client called the wrong division, which did happen occasionally, we could transfer them to the correct one without requiring them to make another call.
Trained & Experienced Customer Service Reps
- We provided experienced customer service representatives who were familiar with their industry terminology, the names of their equipment types, and the initials or acronyms some of the equipment is referred to by.
Customized Service Request Form
- SUITE 1000 created customized service request forms for each division.
Complex Field Dispatch
- We could accommodate our client’s need for different delivery instructions based on division, urgency, type of equipment, and the location of the customer. SUITE 1000 could also keep up with on-call schedules for each division and update them automatically.
- Daily reports are emailed to each division as well so they are aware of all field activity.
Measurable Results:
- Our client has stopped missing ANY service emergencies because calls are covered 24/7/365.
- SUITE 1000 has completely eliminated the dispatching mistakes they were experiencing with a previous vendor.
- Client satisfaction scores are up significantly and so is client retention.
Why It matters:
HVAC and building automation companies have a lot of competition. The only way to consistently attract and retain customers is to be able give them reliable emergency service response times 24-hours a day.
