How Has Your HVAC Business Software Helped Your First Time Resolution Rate ?

Blog, Field Service, HVAC


Last updated Aug 20, 2020 at 10:39AM | Published on Sep 29, 2017 | Blog, Field Service, HVAC

The HVAC service industry is more competitive than ever, as higher expectations from customers are creating an industry that has shifted from a cost-centric and reactive approach to a value-centric and proactive approach.

That is putting greater pressure on HVAC companies to do exceptional work, for exceptionally lower costs and faster timelines. It’s why many are turning to HVAC business software to help with the new demands of their customers. And while the higher expectations are creating panic for some, it’s also creating new opportunities for service technicians and the HVAC industry.

Thanks to on-demand services, such as Uber and Netflix, customers are expecting the same service from their HVAC technicians, and want faster and quick service without much disruption. That can create an unrealistic expectation of an HVAC technician, but through field service software, many of those expectations are being met, helping to satisfy customers.

Striving for a high first-time fix rate is the objective of every HVAC organization, and HVAC business software can make that objective obtainable by giving the technician all that they need, through a detailed history of repairs and instructions and checklists through a mobile field service app. Value a customer’s time by not making them sit and tell you a verbal history of past problems but instead, doing the legwork yourself and getting the history from your own field service software.

With HVAC dispatching software, quick turnaround times are now becoming more achievable, as dispatchers have full access to all their technician’s schedules and geographical locations.

Say a customer wants a technician to repair their air conditioner today in an emergency fix situation. Rather than promising them unrealistic expectations of getting the unit fixed in a short time, a quick glance at the technician’s schedules can see who is available, or in the area, and can be pulled off another job and sent over. Or a proper timeframe can be worked out with the customer with a full view of every schedule and timeslot available.

On-demand service may have changed customer expectations, but that doesn’t mean it needs to be a burden on your field service organization. Implementation of field service software will make it easier to meet the higher expectations of your customers while offering near on-demand service.

There may still be some tense moments when scheduling and meeting instant satisfaction of a customer, but at least with a strong field service application, you’re going into those difficult conversations with customers with options to resolve a problem quickly, while also maintaining your promises and standards.