Commercial Appliance Repair · Automation + Workflow

The Challenge

Coordinators were spending hours a day on the phone scheduling jobs, dispatching techs, and chasing status updates. All that manual work put a hard ceiling on how many jobs the team could handle, and it introduced errors and missed messages along the way. The business could not grow because the people running it were buried in busywork.

We walked the whole workflow with the team and found the same story at every step:

• Everything ran on manual steps and sticky notes
• No automated job intake, so every request was keyed in by hand
• Dispatch was coordinated by phone, slowly and with errors
• Customers got no automatic confirmations or on-the-way updates
• Manual work capped how many jobs the team could take on

Job intake and dispatch that run themselves

The biggest time sink was the front of the workflow: taking the job down and getting a tech to it. Coordinators were retyping every request and coordinating dispatch by phone. We automated the whole path from request to assigned tech.

• Automatic intake: jobs from the website and phone flow straight into the system, so no one is keying requests in by hand anymore.
• Streamlined dispatch: the right tech gets assigned quickly and cleanly, cutting the phone-tag and errors that came with manual coordination.
• Exceptions only: staff step in when something is unusual instead of touching every routine job, which is where a big chunk of the 50 percent admin-time saving came from.
• Room to grow: with the manual ceiling gone, the same team took on more jobs without new hires.

Customers stay informed without anyone lifting a finger

The other constant drain was keeping customers in the loop. Coordinators chased updates and fielded where-is-my-tech calls all day. We automated the communication so every customer gets the same professional experience, built on the same automation platform that runs the workflow.

• Automated confirmations: customers get a booking confirmation the moment a job is scheduled, so they are never left wondering if it went through.
• On-the-way updates: an automatic message tells customers when a tech is en route, which cuts the where-are-they calls that used to interrupt the team.
• SMS and email: updates go out over SMS and email on their own, so communication never depends on someone remembering to send it.
• 100 percent consistency: every customer gets the same updates every time, which made the whole operation feel more professional and reliable.