Category: HVAC

Diamond Heating – Customer Success Story

“ Diamond Heating & Cooling Services has provided valuable services to the businesses and families of the Piedmont Triad for over a decade.”

Derien, the owner of Diamond Heating, felt the need to improve the quality of his life and since then, Derien has been on a mission to help others like him by providing them the best service in the field of HVAC appliances around Piedmont Triad. Derien, being a technician himself, gained a lot of knowledge about HVAC appliances over the years and he then decided to do something about it.

Diamond heating started in 2008 with Derien being the only visionary, but as the business grew over time it started getting tough for Derien to keep up with the pace and scale up the business, all worked out well in the field but the tough work began at the office in the evening where he used to do all the paperwork, billing invoices, it took him several hours before he could finally complete his work and get back to his home. Every day he had to perform these tasks repetitively. This was taking a toll on his work-life balance and on the whole, was having an impact on his customer service as he was physically and mentally drained out so he hired 2 partners who helped him with both on-field jobs and the paperwork. From 2008-2015 their business grew at an exponential rate because of the quality they offer. In the year 2015, Derien got married and with that, his life changed for the good. He also acknowledged the fact that he needs to find a balance between his life and work, not only for himself but for the quality of service he assured his customers

In 2015, after getting married Derien realized the importance of work-life balance and was finding it quite difficult to spend quality time with his family as he was tied up to his work and he needed to work out a viable solution to this problem. He knew something could be done about this but neither was he aware of the solution to this problem at that point in time nor could he do something about it on his own. The process needed a change. This is when Derien’s Mentor advised him about Customer Relation Management software (CRM) and this is when Derien came to know about Smartserv. The reason Derien chose Smartserv was that it guided him on how to solve his issue instead of focusing on just selling the software. He could clearly make out the difference when he had a demo with other CRM software, during the demos he could feel that he was not being valued as he was a small business owner but when he had a demo with Michael he could feel a change in the way he was explaining things. He was not talking a salesman and trying to push it down his throat. He was not being pushy about it. He tried to understand my problem and explain how Smartserv could resolve his issues and make his life easy.

Derien was accustomed to paperwork and the switch from paper-based account management to fully digitized form was the scariest part for Derien, but with the constant support from the Smartserv team, Derien was able to make the switch and manage his time efficiently.

The reputation of Diamond heating has grown over the years because of the referrals from their customers, they had invested a zero amount on advertising and still were able to churn out a good revenue year on year. Derien believed that the company’s brand and the service which he wanted to provide should resonate in the minds of people and he felt the change when he once got adapted to the usage of the Smartserv platform.

Diamond Heating- Case Study Draft-3

In 2017, Derien recruited 2 more employees in order to meet the increasing demand for the service. This came up as another challenge for him as now he has to train his employees on how to use the software and still maintain the quality of his product. This is when Smartserv helped him train his employees by providing training sessions and helping them understand the software so that they can use it efficiently.

“ Smartserv created value for Derien by helping him transfer all the data from the paper directly into his QuickBooks along with that Smartserv managed his price book, scheduled appointments and empowered his technicians with technology on the field. 

– Derien ( Diamond Heating and cooling )

Derien has been a technician so he understands and knows the importance of the inputs that he gets from his technicians. He keeps asking his technician “ what would they do “, “how would they do it “ as their point of view would be different. This helps in building a sense of responsibility and trust between them and eventually the technicians carry forward the quality and value of their service to their customer.

“The Customers of Diamond heating and cooling”

In the year 2020, Derien plans on hiring more employees and increasing his business even more while keeping the quality of the work the same as it was on the first day. Derien has been using Smartserv for about 4 years now and he along with Smartserv plans on keeping the partnership of learning from each other and growing for the next upcoming years as well.

“ The ability to see all the tickets, technical details, schedule information, payment information at one place really helped me to manage my work in a better and efficient way”

Derien ( Diamond heating and cooling )
Derien believes that their customers have a " Diamond of a Day!"

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author March 4, 2020 0 Comments

Building A Winning Culture For An HVAC Company

There are many factors that hold grave importance when it comes to building a winning culture for any business organization. Giving these parameters the due importance is going to help out the organization to sustain in the cut-throat competition and evolve in the long run.

1) Hiring the right fit

Building a winning culture begins with the right mindset. When it comes to hiring technicians, it’s important to understand ‘why exactly they want to do this job ?’. This applies to every Business organization and when it comes to HVAC industries, the technicians who have this blue-collar job, basically don’t come from a strong academic background. This needs to be kept in mind because when the company starts to grow, a person with a negative mindset or ‘take it easy’ kind of work ethic can create a negative atmosphere.

2) Customer and employee satisfaction

Time and again people say “keeping customers first is of prime importance“ well that is going to hold water even ages later.

Customer experience is what keeps the ball rolling, but it is not just the customer but even the employee having the belief in the company’s core values and working in alignment with the company’s vision is what helps in building a winning culture.

The technician must be able to feel comfortable and the way they are treated is important because the philosophy is that, happy employees or technicians tend to walk that extra mile and not just consider a job as a job. They consider it a responsibility in offering quality services to the customers.

3) Comprehensive understanding of the business

Every technician, back-office employees all of them must be on the same page when it comes to various steps in the operations. The technology/equipment, HVAC software if they are using any. Even the simplest factor as to how to talk to the customer must be taken into consideration, all these small things accumulate to play out a big role in the long run. Some of the parameters are listed below

A) Being up-to-date with industry trends.

B) Doing the industry analysis frequently.

C) Having proper knowledge about the sophisticated equipment, HVAC software that is rolling out in the market.

D) Having a knowledge of the competitor’s business strategy, their operational structure, the HVAC software if they are using any.

E) Periods, when there is going to be a high demand and low demands and planning out business strategies accordingly, is actually going to help out in increasing the operational efficiency and having clarity.

In situations where certain HVAC contractors use HVAC software being aware of all the features and knowing how to use them makes it vital for ease of operations.

4) Giving The Technicians The Sense Of Ownership

winning culture for technicians

The technician should be able to feel that he is the face of the company. Every time he goes out on a job or a service, he is actually the brand ambassador of the company so right from the service aspect of the job to even the body language of the technician, the way the technician talks, all of it is going to matter in bringing up a right business culture. Technicians are one of the stakeholders in building up an HVAC industry. The technician’s way of thinking, the work ethic and their professional goals, all of these need to be understood during the hiring phase as it will make the HVAC contractor understand the technician’s long term goal and accordingly help the HVAC contractor in making the technicians understand their job responsibilities. It helps in having transparency and building a sense of responsibility among everyone.

5) Financial transparency

When it comes to business, it all boils down to numbers in the end. The profit that you are making is what matters the most.

When we talk about financial aspects. Having a track of the cash flow statements, return on investments, sales comparison on a quarterly basis or yearly basis is important. Money that is being made on installation and services. Each of them has to be accounted individually. Discussing this out with technicians is going to help out in two critical aspects but there needs to be a limit to it, 

A) The technicians will start building trust in the owner and they are going to start giving out best in the field.

B) It also helps in making the technicians understand how they have performed in terms of financial goals which will eventually help in assessing themselves.

6) Learn, adapt and evolve.

We are going through the phase of technological evolution. Each and every day new technological updates are being made. It is prevalent in all kinds of industries including the HVAC industry. To be able to compete in the cut-throat competition it is necessary to stay up to date which can be done by attending webinars, conferences, HVAC industry related meetups.

There are many HVAC software or HVAC scheduling software that is coming up in the market. Knowing how they will impact the businesses is important. There are many HVAC contractors who are implementing this to sustain in the competition. It is important to know and understand the technology that the competitors are using and what impact it is creating. The knowledge that is gained can be imparted to the technicians in an understandable manner so that everyone keeps up with state-of-the-art and is not left behind.

Conclusion

“If you fail to plan, you are planning to fail”

 It is true in every sense. Building a winning culture is going to take proper planning and execution at the right time. It does not end at just building the right mindset and culture and resting out. It is a continuous learning process and to stand apart from the rest.

Being dynamic and ready to adapt is going to play a key role in the growth of the business. In the present world, technology is booming up and HVAC software can help out businesses deal with complex operations and make it more efficient.

There are many HVAC Softwares in the market but knowing which HVAC software to buy is critical. Check out this link to know more about how HVAC software can help you out.

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author March 3, 2020 0 Comments

5 Hot HVAC Trends To Watch Out For in 2020

1)Expansion

2020 is going to be the year of growth for HVAC businesses in general. With the market sentiments in favor of HVAC businesses, Owners should look forward to scaling their teams, adapting smarter technology and even expanding to new geographies/locations.

This article on HVAC today talks about how the HVAC business hired 1.2 Million people in 2018 and how that number is set to grow in 2020. As a HVAC business owner, Now would be a good time to identify the need and then hire qualified technicians before the business heats up in 2020. While increasing the number of qualified technicians in your unit is going to be crucial, it will also be exciting to see how many HVAC business owners take the plunge and expand into new geographies that they service.

Comparing this year’s business prospects with last year’s, 43.1% of respondents said they expect business to increase by 5 to 10%, while 23.5% said they expect business to increase by more than 10% this year.

 

2)Mobile Payment Collection

Cheques are soon becoming a thing of the past. Mobile-first payment collection has rapidly become the more favoured option over the last few years. The more traditional methods of payment collection like cheques and ACH are heavily people dependent and take a lot of time in processing. Here is a snapshot from a study from Honeywell on how much time it takes to “money in the bank” from the moment the cheque is brought back to the office.

 

Collecting payments right after completion of a job is now possible with a variety of mobile payment processors like square ,pay-pal payments etc.

 

3)The ever-important – Green Tech

“Smart Sustainable Tech” is no more buzzwords for the boardrooms. The implementation of Green-tech is going to be on the rise in 2020 as the world moves toward decreasing environmental footprint. The solutions are not as expensive as they once used to be.

A study has shown that up to 77% of utility bills in a home come from electronics that are in standby or off, including equipment. With good insulation, utility bills can be reduced and HVAC efficiency can be increased by up to 30%.

Ice Powered air conditioners are the most energy-efficient options. They reduce the power usage by an impressive 30%. Similarly, Geothermal energy is an expanding option in the US. An example would be the usage of a unique piping system called the Earth -Loop which uses the consistency of underground temperatures.

 

4)IoT

Adopting Smart HVAC systems. Turning on your heater when you are 4 blocks away from your home, through your mobile phone is now a reality. The Internet of Things has made it possible for homeowners and contractors to communicate with all sorts of powered devices.With just a few clicks you can switch on and switch off a lot of the electronics at home, including your HVAC systems.

Google Home, Amazon Alexa, and Apple Homepod are making it extremely simple and affordable to control the electronics at home with their intuitive user experiences.

From a commercial/Industrial point of view, HVAC systems collect operational data, move it to the cloud and then incorporate third party services. With IoT now in the picture, it is now proactively making smarter decisions and preparing for the future in an energy-efficient way.

5)Mobile First

The Field Service Industry is moving from “Mobile also” to “Mobile First”. The Field techs are now empowered with applications on their mobile phones that allow them to check their schedule, read and take notes on the job, get help from colleagues in real-time, mark their job complete and even collect payment on the spot.

It is now an integral part of the day for the growing Field Tech community.

For a business, it makes sense to invest in mobile devices, applications and softwares that are mobile-first as they make the team productive, increase communication and the ability for your field tech to ask for help in real-time while everything being documented leading to happier customer experiences.

With this Mobile-first software, daily operations for a business like reporting, payroll, etc are automated and easily accessible/operable.

Text messages get more opens than emails. Your customers want to be notified about their appointment, the timing, the technician visiting them, etc. Being Mobile-first always keeps your customer in the loop and informed.

“64% of customers won’t rehire an HVAC company that’s late to an appointment but 73% of customers are more likely to rehire a tardy service company if they receive a notification.”

Want to learn about how Smartserv’s mobile first field service management platform will set you up for success in 2020? Reach out to us at sales@smartserv.io

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Ankit Pal December 20, 2019 0 Comments

The What, The Why and How of Scheduling and Dispatching Software

Learn how Scheduling and Dispatching software can help you deliver exceptional customer Service

The What

Scheduling and dispatching software are solutions that help in the day to day functioning of the field service business. They replace the manual and tedious data entry like job of the dispatchers and the office managers. With these dispatch software, the office managers are now able to :

  1. Schedule Appointments while on call with the customer. They can enter all the necessary information in the software, so it can always be referred back to have context when talking to customers as some scheduling and dispatch software have the CRM functionality too. The next time a customer is calling in, the team has all the relevant information on the customer, the past jobs, the invoices etc right in front of them on their screens.
  2. Assign tasks to the technicians after checking their availability, location and skillset in real time.
  3. Rescheduling a job becomes extremely simple, the software comes with a dashboard view from which they are able to do a simple drag and drop on to another date/time and even assign a new technician, if needed.
  4. Don’t make your customers wait in anticipation. The real time location tracking helps you keep your office folks and the customers in loop.
  5. Monitor jobs/tasks that are still unassigned and not resolved.

The above are just a few key things that a good Scheduler and Dispatch software would offer. There are software that offer a lot more features like timecards, Inventory management etc.

The Why:

33% of Americans say they’ll consider switching companies after just a single instance of poor service.

American Express 2017 Customer Service Barometer

Customer experiences make or break a business. If your customers don’t feel good about doing business with you, they are not only going to switch to another company but your business will also lose out on their goodwill and recommendations/referrals.

Good customer experiences are delivered when your dispatchers, support reps and field technicians are happy and enjoy their work. More importantly, there needs to be adequate communication between the teams. Lack of communication can cause misunderstandings within the team. With misunderstandings and  lack of proper communication internally, a lot of important context is lost. This loss of context is what causes poor customer experience. Scheduling and Dispatching prior to these softwares was a painful, manual task with little to no context and high vulnerability to making mistakes. The ability to provide a good customer experience was solely dependent on the field technicians and their ability to reach the right job on time and complete their job in stipulated span.

The Scheduling and Dispatch software helps field service business with giving enough context from the minute the dispatch agent answers the call all the way till the field tech marks his job complete. The Office staff don’t have to waste time doing mundane manual work, and have time to learn and spend time being productive. The business owners have the ability to track and monitor the work of the entire team using the dashboard.

The How:

SmartServ is a field service management software that has an intuitive Schedule and Dispatch module. It records customer information, so when your office staff is answering a call from you customers, they have enough context. The Scheduler dashboard has a daily, weekly and monthly calendar like view. The Dispatch staff just needs to assign the agent from the list of available agents (or they can also leave it unassigned, and do that step later). For Jobs and tasks created for  the same day as the call, they can use the live tracking feature and assign the closest Field technician to the job location.

If you would like to learn a little more about how we can help you with getting started, feel free to contact us at sales@smartserv.io

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Ankit Pal December 18, 2019 0 Comments