Category: Customer Success Story

Authority Heating & Cooling Customer Success Story

Authority Heating & Cooling is a one-stop premier HVAC Company. At Authority Heating & Cooling, Expert technicians are trained in all aspects. It includes service, installation, renovation, and replacement of commercial and residential HVAC applications.

The beginnings

Anthon has been in this line of work for 14 years. He started it on his own and over the years he has been able to build the company to around a strength of 24-25 members. It has been a remarkable journey for him and we will know more on what were the changes he brought in his business to work efficiently and grow his business.

Initially, when he started the business they were using just the QuickBooks software for accounting. As they expanded they started facing issues with the invoicing and also managing the sync up with the QuickBooks so they brought in ServiceTitan into their business ecosystem.

So now they started using the service titan field service management software to automate their business. But they felt that the pricing of the platform was taking a hit on them. And they wanted a software solution which would be much more affordable and also help in getting the invoicing done right at the house of the customer.


Now they came across the SmartServ platform – which offered all the premium features that the Servicetitan were offering. It was presented at much affordable pricing. It was more of an investment rather than an expense to them.
The best part about was on-field invoicing. They felt that the on-field invoicing was something that was working out really well for the technicians on the field. It made the work a lot easier as it gets synced with Quickbooks seamlessly and there is no need of double-entry anymore.

This helped in reducing manual hours that would be otherwise not required. Customer Support is another aspect that has been really great and has been working well for them. Every time they call, there is someone who will always answer the phone and help them

Authority heating is really happy with the 24/7 live support that they have been receiving. It is one of the key values that the SmartServ delivers to their customers. Another interesting feature that Authority heating has found useful is the maintenance sheets/
forms that they need for their business. They need to make a call and it gets done and emailed to them in no time.

So to summarise Authority heating has seen an improvement in 3 aspects

  • The ability to get the invoicing done by the technicians on the field has been a turnaround in their business operations.
  • The 24/7 customer service support is something that was missing at ServiceTitan and the support team has been great at SmartServ in helping out with any kind of queries or issues they face.
  • These factors have ultimately led to time-saving and as the saying goes “Time is money”. This is something that is valued the most by every business owner.

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author July 7, 2020 0 Comments

Success Story of Farwest Climate Control

Farwest Climate Control – The HVAC service company

Farwest Climate Control specializes in the sales and service of residential HVAC systems, with an emphasis on delivering these services with honesty and integrity.

They have been serving in Central Washington for about 38 years now. They have been one of the only American Standard Customer Care Dealer in that area to have a customer satisfaction rate of 95%. 

American Standard is rated as the most reliable brand among 14 leading manufacturers by Consumer Guide magazine. Farwest Climate Control has been a dealer of American Standard Brand equipment since 2002. It was awarded the American Standard Customer Care Dealer status in 2006.

About Farwest Climate Control

Farwest Climate Control was founded in 1982 by Bob Melton. They offer flat rate pricing on service and specialize in quality installations for existing residential and mobile homes.

They install and service electric, natural gas, oil, and L.P. gas furnaces. Also water and air source heat pumps, boilers, air conditioners, unit heaters, space heaters, wall heaters, p-tac, and package units. They offer optional 10-year parts and labor extended warranty on all new equipment installed.

Story of Farwest

During the course of 38 years. Farwest Climate Control has grown rapidly with current member strength of 12 to 13 employees. Their demand increased over this broad span of time. But unlike other companies, instead of accepting more and more jobs daily. They restrict themself to a certain number so that they can deliver it with perfection. It is the key to attain 95% customer satisfaction.

To talk about their journey Farwest Climate Control was not using accounting software up until 2006. With the release of QuickBooks online in 2004, many of the HVAC companies started shifting from pen and paper way of accounting to digital versions.

Quickbooks Online had become really popular and Farwest also decided to move to the path of digitalization. They faced few problems initially while getting used to the accounting software but they adapted on their own which took time.

How SmartServ came into the picture

A similar scenario occurred after 2012 when field service management software came into the picture with the sole purpose of improving the process of generating and managing the work order and in 2015 Farwest Climate Control also started using a scheduling software but it did not work out as many of the times their technicians didn’t have access to their calls, there were problems with QuickBooks data sync and most importantly they were really hard to work with as they didn’t respond to there calls or emails.

This is when Farwest Climate Control dropped the software and was unsure about using any scheduling software until they got to know about SmartServ.

Important Features

One of the major features Farwest needed was the ability for their technicians to use the application in offline mode. So that they can have a proper record of the work they do. And can store all the data irrespective of the place they are working at. As sometimes they work underground, where they don’t have internet connectivity. 

Secondly, they really needed someone who can understand the process of shifting from a pen and paper-based technique to digital format and help them in the process of this transition. 

Smartserv provided Farwest Climate Control exactly the same. With the help of the customer success team, they were properly guided and trained about each and every feature. So that they knew how a certain feature is going to help them in developing their business.

Farwest Climate Control has cemented its legacy as one of the best service provider company in the area – Central Washington. Majorly on the basis of referrals and that is the reason why a perfect scheduling software was very significant for them.

Their ability to use the software for scheduling jobs help them manage their daily customer demand which help them provide better customer service.

Farwest Climate Control always asks for customer feedback after every job. It is essential for any business to improve and grow, in any field. These practices lead to the development of trust between the company and the customer. And hence help them provide better services. Their goal is to make sure every one of our customers is completely satisfied with their service.

Click the link to book a free personalized demo

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author March 25, 2020 0 Comments

Success Story of Andgar Mechanical LLC

Andy Mellema and Gary Van Loo, owners of Andgar Corporation have been in business for 44 years, serving the needs of the community. They both are friends from high school and started their journey with a commercial job where they spent day, night and over the weekend to get that done. 

Andgar Corporation designs and builds heating, ventilating, air conditioning, refrigeration, and plumbing systems for commercial, industrial, and residential markets. It offers residential heating and cooling services, such as emergency, repair, plumbing, rebates and tax credits, maintenance plans, duct cleaning, duct sealing, thermostat manuals, zoning, ductwork, and order filters; and various products, including radiant systems, geothermal systems, furnaces, and coils-heating systems, heat pumps, air conditioners-air conditioning systems, controls and thermostats, indoor air quality products, ductless mini-split systems, fireplaces, water heaters, and unit heaters. 

The company also provides commercial and industrial subcontracting services, which include design installation and service of heating ventilating air conditioning and refrigeration systems, commercial plumbing, metal fabrication and structural steel, and architectural sheet metal. In addition, it offers specialty general contracting services, such as anaerobic digester systems project design, fabrication, construction, project management, and maintenance. Further, the company designs manufactures, and implements food processing equipment, such as conveyors, adjustable height and curved bottom belt conveyors, color sorters, food-grade conveyors, conveyor belts, and bulk handling and dependable conveyors; and blueberry processing equipment and line design products, including air cleaning and stick removal, foreign material removal, electronic color sorting, destemming, sizing, blueberry sanitation, dewatering, and line flow metering hopper equipment. Andgar Corporation was founded in 1935 and is based in Ferndale, Washington.
Today, Andgar provides family-wage jobs for nearly 150 people, all who carry on Andy and Gary’s values of honesty, reliability, and professionalism for their customers. They may be from a small town, but they look forward to bringing customers into their growing family of satisfied clients in NW Washington and across the globe.

Andgar’s Goal:

Their goal is to provide their customers with the highest quality products and superior services at a fair cost. They seek to reach this goal through the application of biblical principles in their daily business activities.

Keeping their core values, they have completed 44 years in the market and here are their happy customers :

Erin G.

“A+ service team! I called Andgar this morning because my heat pump had stopped working. Cindy answered the phone and was amazing – super courteous, knowledgeable, and seemed genuinely concerned about my family having heat for these chilly evenings. She asked lots of questions, then said she’d speak with a technician and get back in touch soon.

True to her word, I received a prompt phone call informing me that the technician, John, would drive out to my house this same afternoon and inspect the heat pump. I didn’t even need to meet him out there since I was at work. Awesome!
In the afternoon, I used my phone app to check the house thermostat and saw the temperature was climbing. So I knew the heat pump was working again. A few minutes later, John called to confirm everything was copacetic.

Thank you Andgar, I really appreciate the fast service and excellent follow-up. You guys did a super job today!”

Michael H.

“We have been using them for years to install and maintain our residential HVAC system.  They are, in my opinion, the very best at what they do. Wouldn’t even think of calling anyone else.”

Kevin G.

“Great experience with Fred the rep from Andgar.  The repair was not simple and yet it didn’t cost a fortune.  They were extremely reasonable and effective. Excellent service and they will be by go to company for any issues in the future.”

J H.

“Thank you Andgar for your clear communication, professionalism, and all-around solid work!  Over the past seven years you have continued to provide us with courteous and honest service during annual HVAC inspections and new installations… most currently the addition of a heat pump.  Your project quotes are spot on, your technicians are knowledgeable and they clearly know their craft. It is obvious that Andgar values customer service! Thanks again, job well done!”

How did SmartServ help them in their day to day activity?

SmartServ has played a vital role in our lives. In short, it has made our lives easy by providing a platform which helps us in accessing all the details in one go. 

We are using SmartServ and the best part is that we are not worried of losing any data unlike in the case where we used to use pen and paper. We used to send paper files to our technician which was itself a time consuming process. The technician would then need to fill out the details on a piece of paper which at times used to not even look professional. There is always a risk of losing that vital piece of information if we have a copy of it on paper. On the other hand, having a software solution store all the information you need would obviously be the best choice.

Below are a few major benefits to talk about:

  • The SmartServ mobile app allows us to have the power and resources that a dispatcher has at the office. We can access and update customer information, job notes, inventory, invoices, and estimates from wherever on the field which gets updated in real-time. 
  • With SmartServ, all updates and notifications come straight to my Ipad as soon as the dispatcher enters it into the system. 
  • SmartServ allows us easy access to all customer records, job history, job ticket details and inventory from the Ipad. 
  • With SmartServ, we can generate the invoice and get it signed on the spot. No week-long back and forth with the office or delays in transactions due to signature processing. Get it all done right there. 
  • SmartServ allows us to look up job histories for all customers
Has SmartServ helped in your revenue?

Yes, SmartServ has helped us in our revenue. We don’t have to go through of having hassles with a pen and paper for record-keeping, no need to travel to assign a job to the technician, no need to spend on couriers or posts and so on. Our revenue has increased up to 10 to 15% approximately. It has also lowered the time taken for a job to be completed hence improving efficiency, in turn, increasing revenue

Which is the feature you like the most?

We love the SmartServ platform but the best feature we love is the simplicity of using the software on the iPad as well as the web platform. Being a technician is not an easy job. Most of the time, you are on the field completely unaware of things that are going on in the office and the most difficult part is that when you receive a new assignment, someone from the office staff has to call you to let you know about it. 

The day we started using SmartServ, we are not dependent on the office to call us for any information. Every time we receive a job, it starts reflecting onto the tab with all the relevant details in real-time. 

In short, this application has reduced recurring transportation costs, Pen and Paper, courier charges, etc.

What was the average time you used to take to make an invoice earlier and what is the current scenario? 

It used to take much time to make a single invoice as we were dependent on technicians to provide details of the line items, but currently, it’s less than 5 mins of work for creating an invoice.

How much time were you spending on closing a job before SmartServ?

It was completely a manual task wherein we used to call the techs to get the status of each job. Once, they approve it we used to send invoices (Hard Copy) to the customer via post or courier and later had to follow up for the payment. Trust me, it wasn’t easy to finish a single job. We used to spend weeks to get everything done after the completion of a ticket. SmarServ saves our time a lot in terms of job completion, invoicing, customers’ details, Job history and many more. 

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author March 6, 2020 0 Comments

Success Story of Liberty Plumbing, Heating and Air Conditioning

Liberty Plumbing Heating and Air Conditioning Inc., who strive to provide their customers and neighbors with the highest quality plumbing, heating, and air conditioning services have a work experience of more than 25 years and they continue to work efficiently and effectively with homeowners, general contractors, real estate companies, insurance companies, business owners, etc.

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A business that was founded in 2005 by just two people Jerry and Kristin, with a mission to provide the highest quality of services to the customers, has now become a successful business. Kristin and Jerry started their first steps towards taking Liberty to a greater front by covering a large area of San Diego County Riverside County, an area in Southern California of South Orange County.

Liberty Plumbing Heating and Air Conditioning after being for a long time in the industry have been recognized for their quality service and moreover have gained the trust of hundreds of people. They use to follow the method of paper invoicing for a long time and when they began, they were able to provide quality service but with time their company grew as the daily jobs kept on increasing and in order to keep up with that their crew size became 5 times of what it was initially, that is 10 members. Now the problem of using paper invoices became quite evident to them.

What change did Smartserv bring in the workflow and how did it help?

According to Kristin, they always did paper invoices until they came to know about SmartServ. She used to make invoices and put them in Quickbooks due to its ability to be used from anywhere and could work even if they were traveling. 

Kristin quoted:

 It was paper and Pen that’s what we did back then I would take those invoices from the technicians and I would input them and type them into QuickBooks

This method of making the invoices and inputting them in QuickBooks took a lot of time for Kristin and she was already struggling with the amount of work she had. The company also realized the fact that their industry is moving towards the digital format and that they need to keep up with that. This fact is in direct correlation with the statement that “Change is the new constant” which any industry expert needs to keep in their mind for the growth of their business.

She added, that some of the employees were really supportive of the idea of using online Invoicing. But unfortunately, most of the software out there were either too expensive for them or did not offer the facilities they wanted. But then, when they received a call from SmartServ. They finally found what they were looking out for. SmartServ became that piece in their puzzle of finding a way out of the paper invoicing problem with all the constraints into the new digital format.

How did Smartserv help in their Business?

Converting from paper-based invoice generation to SmartServ helped them to generate invoices quickly and hence deliver to their customers more efficiently, cutting down the time it took for them to literally taking the data and inputting it into the system and hence reducing the overhead cost and it was also requested by her employee that we go paperless.

How was the experience with Smartserv’s customer service?

Kristin stated that the efficient customer service provided by SmartServ outshone any of the negative points as they were quick to resolve any issue which they had. 

After almost a year with Smartserv Kristin added that, 

“So we have been very happy with SmartServ, we know that you’re a new company and are trying to find your way and so that’s a positive for us. That we’re helping you and you’re helping us and we’re pretty much-getting everything we need from SmartServ.”

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author March 5, 2020 0 Comments