24/7 Locksmith: How Unlimited Users Enabled Night Shift Growth

When SecureKey Locksmith Services decided to expand into 24/7 emergency operations, they faced a critical challenge: their existing field service management software charged per user, making night shift expansion financially prohibitive. The company needed to add 8-12 technicians for evening and overnight coverage, but the additional software licensing fees would have consumed nearly 40% of their projected revenue increase. Their search for a solution led them to Fieldproxy's AI-powered field service management platform, which offered unlimited users at a flat rate—a game-changer for their growth strategy.

SecureKey had built a solid reputation serving commercial and residential clients during standard business hours, but they were losing significant revenue to competitors who offered round-the-clock emergency services. Emergency lockout situations, security breaches, and after-hours commercial needs represented a lucrative market segment they couldn't capture. The company's leadership knew that entering the 24/7 market required not just additional technicians, but a robust field service management system that wouldn't penalize them for scaling their workforce. Traditional FSM solutions with per-user pricing models made expansion economically unfeasible.

The Challenge: Per-User Pricing Blocked Growth

SecureKey's existing field service software charged $45 per user per month, which seemed reasonable for their daytime team of 12 technicians. However, when they calculated the cost of adding night shift coverage, the numbers became daunting. Adding 10 additional technicians for evening and overnight shifts would increase their software costs by $5,400 annually—before accounting for dispatchers, managers, and administrative staff who would also need system access. The company's owner, Michael Chen, realized that this pricing model was specifically designed to penalize growing businesses and limit their ability to scale operations efficiently.

Beyond the direct cost implications, SecureKey faced operational challenges that required sophisticated software capabilities. Night shift operations needed real-time GPS tracking for technician safety, automated dispatch for emergency calls, digital payment processing for after-hours jobs, and comprehensive reporting to monitor profitability across different time periods. Their current system offered these features, but the cost of extending access to a larger team made the investment untenable. Similar to the challenges faced by the HVAC company that scaled from 10 to 45 technicians, SecureKey needed technology that enabled growth rather than constrained it.

Why Unlimited Users Changed Everything

When SecureKey discovered Fieldproxy's unlimited user pricing model, it fundamentally changed their growth calculations. Instead of paying per technician, they could add as many night shift workers as demand required without increasing software costs. This pricing structure eliminated the financial penalty for expansion and allowed them to focus on operational excellence rather than cost containment. The AI-powered platform offered all the advanced features they needed—intelligent dispatching, real-time tracking, mobile apps, automated invoicing—without the traditional per-seat licensing restrictions that had blocked their growth plans.

The unlimited user model also solved an unexpected challenge: giving system access to part-time and on-call technicians. SecureKey had several experienced locksmiths who wanted flexible schedules and were perfect for filling gaps in night coverage, but paying monthly fees for users who might only work 10-15 hours per week didn't make financial sense. With Fieldproxy, they could onboard these part-time technicians without cost concerns, creating a flexible workforce that could scale up during busy periods and scale down during slower times. This flexibility proved crucial for managing the unpredictable nature of emergency locksmith services.

Beyond cost savings, the unlimited user approach enabled SecureKey to give system access to dispatchers, office managers, and even their answering service partners. This comprehensive access meant that everyone involved in the customer journey—from initial call to job completion—could see real-time information, update job statuses, and communicate seamlessly. The result was a truly integrated operation where information flowed freely across the entire organization, similar to how Elite Electric streamlined their operations with AI FSM.

Implementation: From Decision to 24/7 Operations

SecureKey's implementation strategy was methodical and phased. They began by migrating their existing daytime operations to Fieldproxy, which took just three days thanks to the platform's intuitive interface and dedicated onboarding support. The transition was remarkably smooth—technicians adapted to the mobile app within hours, and dispatchers praised the AI-powered scheduling that automatically optimized routes and minimized travel time. Once the daytime team was fully operational on the new system, SecureKey felt confident expanding into night shift operations, knowing their technology foundation was solid and scalable.

The night shift rollout began with a pilot program covering 6 PM to midnight, adding four technicians to handle evening emergencies. Fieldproxy's custom workflow capabilities allowed SecureKey to configure different dispatch rules for night operations, including automatic escalation protocols for high-priority emergencies and safety check-ins every two hours. The mobile app's offline capabilities proved essential when technicians worked in areas with poor cellular coverage, ensuring job information was never lost. Just like the appliance repair company that went digital in one day, SecureKey found the transition far easier than anticipated.

AI-Powered Dispatching for Emergency Response

One of Fieldproxy's most impactful features for SecureKey was the AI-powered intelligent dispatching system. When emergency calls came in during night hours, the system automatically identified the nearest available technician, considered their skill set and equipment inventory, and dispatched them with optimized routing. This automation reduced average response times from 45 minutes to just 18 minutes for emergency lockouts—a dramatic improvement that quickly became SecureKey's competitive advantage. The AI learned from historical data, understanding which types of jobs took longer and adjusting time estimates accordingly, ensuring realistic customer expectations.

The dispatching system also addressed a critical safety concern for night operations. Technicians working alone during overnight hours needed reliable check-in protocols and emergency support. Fieldproxy's real-time GPS tracking meant dispatchers always knew technician locations, and the system could automatically alert supervisors if a technician remained at a job site longer than expected. This safety net gave both technicians and management peace of mind, making night shift positions more attractive to experienced locksmiths who might otherwise avoid overnight work. The comprehensive tracking and safety features became a key recruitment tool for building the night shift team.

Results: 240% Revenue Growth in Six Months

The financial impact of SecureKey's 24/7 expansion exceeded all projections. Within six months of launching night shift operations, the company saw revenue increase by 240%, driven primarily by high-margin emergency services during evening and overnight hours. Emergency lockout calls, which typically commanded premium pricing, became a significant revenue stream. The unlimited user model meant that every dollar of additional revenue went directly to the bottom line rather than being eroded by escalating software costs. Michael Chen calculated that if they had used their previous per-user software, licensing fees would have consumed $32,400 over that six-month period—money that instead contributed to profitability and further business investment.

Beyond revenue growth, operational metrics improved dramatically across the board. Average response time for emergency calls dropped by 60%, customer satisfaction scores increased from 4.2 to 4.8 out of 5, and technician productivity improved by 35% thanks to optimized routing and reduced administrative work. The digital workflow eliminated paper job tickets entirely, reducing billing errors to nearly zero and accelerating payment collection. Invoice processing time decreased by 75%, with most customers receiving invoices within hours of job completion rather than days later. These efficiency gains allowed SecureKey to handle significantly more jobs without proportionally increasing overhead costs.

Scaling Without Administrative Overhead

One of the most remarkable aspects of SecureKey's growth was their ability to nearly double their technician workforce without adding office staff. The automation and efficiency built into Fieldproxy meant that the same two-person administrative team could manage 22 technicians as easily as they had managed 12. Automated dispatching eliminated the need for a dedicated night dispatcher, with the AI system handling job assignments and the answering service entering calls directly into the system. Digital job tickets, automated invoicing, and integrated payment processing reduced administrative workload by an estimated 20 hours per week, allowing the office team to focus on customer service and business development rather than paperwork.

The reporting and analytics capabilities provided unprecedented visibility into business performance across different shifts and service types. Michael Chen could instantly see which technicians were most productive, which service categories generated the highest margins, and how night shift profitability compared to daytime operations. This data-driven approach enabled continuous optimization, identifying opportunities to adjust pricing, redistribute workloads, and target marketing efforts. The insights revealed that commercial emergency services during overnight hours commanded premium rates with minimal competition, leading SecureKey to develop specialized marketing campaigns targeting property managers and security companies.

Customer Experience Transformation

The customer experience improvements were immediately noticeable and became a powerful differentiator in the competitive locksmith market. Customers calling with emergency lockouts received automated text messages with technician photos, estimated arrival times, and real-time tracking links showing exactly when help would arrive. This transparency reduced anxiety during stressful situations and virtually eliminated the "where is my technician?" calls that had previously consumed dispatcher time. Upon job completion, customers received digital invoices via text or email with multiple payment options, making the entire experience seamless from emergency call to final payment.

The mobile app enabled technicians to capture before-and-after photos, collect digital signatures, and process payments on-site, creating a professional impression that elevated SecureKey's brand above competitors still using paper receipts and manual payment processing. Customer reviews increasingly mentioned the "professional technology" and "real-time updates" as reasons for choosing SecureKey over competitors. This enhanced customer experience translated directly into business growth, with repeat customer rates increasing by 45% and referral business growing by 60%. The modern, AI-powered approach positioned SecureKey as an innovative, trustworthy choice in an industry often perceived as outdated and disorganized.

Lessons for Service Businesses Considering 24/7 Operations

SecureKey's success offers valuable lessons for other field service businesses considering extended or 24/7 operations. First and foremost, software pricing models matter enormously when scaling workforce size. Per-user pricing can create artificial barriers to growth, forcing businesses to choose between expansion and profitability. Unlimited user models remove this constraint, allowing businesses to focus on market opportunity rather than software costs. Second, automation and AI capabilities become essential when operating across multiple shifts with varying demand patterns—manual dispatching and scheduling simply don't scale efficiently beyond standard business hours.

The importance of safety features and real-time visibility cannot be overstated for night operations. Technicians need to feel secure working alone during overnight hours, and management needs confidence that they can monitor and support their team regardless of time. Digital workflows and automated processes are crucial for maintaining consistency and quality across shifts when direct supervision is limited. Finally, the customer experience enhancements enabled by modern field service management software create competitive advantages that justify premium pricing, particularly for emergency services where customers value speed, transparency, and professionalism above cost considerations.

The Future: Continued Expansion and Innovation

Building on their 24/7 success, SecureKey is now expanding into adjacent markets and service offerings. They've added commercial security system installation and maintenance to their service portfolio, leveraging the same technician workforce and management infrastructure that enabled their locksmith expansion. The unlimited user model continues to provide flexibility as they onboard security system specialists and cross-train existing technicians. They're also exploring partnerships with property management companies and corporate facilities managers who need reliable, round-the-clock locksmith and security services across multiple locations.

Michael Chen credits Fieldproxy's unlimited user approach with transforming SecureKey from a traditional daytime locksmith service into a modern, technology-enabled security solutions provider operating 24/7. The company has grown from 12 to 28 employees, expanded their service area by 40%, and increased annual revenue by over 200%—all while maintaining the same administrative team size and keeping software costs predictable and manageable. The success has attracted attention from other locksmith businesses, with several competitors now asking Michael about his technology choices and operational strategies. For businesses in any field service industry considering expansion into extended hours or 24/7 operations, SecureKey's experience demonstrates that the right technology partner makes all the difference between constrained growth and explosive expansion.