Case Study: 24/7 Locksmith Service Cuts Response Time in Half

When emergency locksmith service SecureLock 24/7 struggled with response times averaging 45 minutes, customer complaints skyrocketed and revenue stagnated. The company needed a solution that could handle urgent service requests, optimize technician routing, and provide real-time visibility across their entire operation. After implementing Fieldproxy's AI-powered field service management software, SecureLock cut their average response time to just 22 minutes while improving customer satisfaction scores by 87%.

The Challenge: Slow Response Times Hurting Business Growth

SecureLock 24/7 operated 15 mobile locksmith technicians across a metropolitan area serving residential, commercial, and automotive customers. Their legacy dispatch system relied on manual phone calls and spreadsheets, creating significant delays between service requests and technician arrival. Emergency situations like lockouts and security breaches required immediate response, but the company consistently failed to meet customer expectations.

The dispatch team spent hours each day coordinating technician schedules, tracking locations, and managing customer callbacks. Without real-time visibility into technician availability and location, dispatchers made suboptimal routing decisions that increased drive time and delayed service delivery. This inefficiency not only frustrated customers but also limited how many jobs each technician could complete daily, directly impacting revenue potential.

The company explored several field service management solutions but found most either too expensive for their budget, too complex for rapid deployment, or limited by per-user licensing that made scaling cost-prohibitive. Similar challenges faced by other service businesses are detailed in our electrical contractor case study, where scheduling inefficiencies created similar operational bottlenecks.

The Solution: AI-Powered Dispatch and Routing

SecureLock 24/7 selected Fieldproxy for its AI-powered intelligent dispatch system, unlimited user licensing, and 24-hour deployment promise. The platform's smart routing algorithms automatically assigned incoming jobs to the nearest available technician with the right skills and tools, eliminating manual dispatch delays. Real-time GPS tracking provided complete visibility into technician locations, enabling dynamic rerouting when urgent calls came in.

The implementation process took just one day, with all 15 technicians onboarded and actively using the mobile app by the end of the deployment. Fieldproxy's intuitive interface required minimal training, and the support team provided hands-on guidance throughout the setup process. The unlimited user model meant SecureLock could add office staff, part-time technicians, and even customer service representatives without worrying about additional licensing costs.

The AI scheduling engine learned from historical job data to predict service duration, optimize daily routes, and identify patterns in emergency call volumes. This predictive capability allowed dispatchers to proactively position technicians in high-demand areas during peak hours, further reducing response times. Custom workflows automated routine tasks like customer notifications, invoice generation, and follow-up scheduling, freeing dispatchers to focus on complex coordination challenges.

Implementation: Seamless 24-Hour Deployment

The deployment began with a morning kickoff meeting where Fieldproxy's implementation team configured the system according to SecureLock's specific requirements. Custom service categories were created for residential lockouts, commercial lock installations, automotive key services, and security system upgrades. Technician profiles were set up with skill levels, service area boundaries, and equipment inventories to enable accurate job matching.

By afternoon, all technicians had downloaded the mobile app and completed a brief training session covering job acceptance, navigation, customer communication, and job completion workflows. The intuitive interface meant most technicians were comfortable with the system within 30 minutes. That same evening, SecureLock began routing all incoming calls through Fieldproxy, with dispatchers using the web dashboard to manage assignments and monitor progress in real-time.

The rapid deployment timeline mirrored the experience of other service businesses, as shown in our HVAC company case study where quick implementation enabled immediate operational improvements. The unlimited user licensing model proved particularly valuable, allowing SecureLock to add three new office staff members to the system without budget concerns.

Results: 50% Reduction in Response Time

Within the first week of using Fieldproxy, SecureLock's average response time dropped from 45 minutes to 28 minutes—a 38% improvement. By the end of the first month, continuous optimization of routing algorithms and technician positioning reduced response time further to just 22 minutes, achieving the 50% reduction goal. This dramatic improvement in locksmith response time translated directly into higher customer satisfaction and increased market share.

The efficiency gains extended beyond response time, with technicians now completing an average of 9-10 jobs per day compared to the previous 6-7. This 40% increase in daily capacity was achieved without adding technicians or extending work hours, purely through better routing and reduced administrative overhead. The mobile app eliminated paperwork delays, with digital job completion and electronic signatures accelerating the invoicing process.

Customer satisfaction scores soared to 94%, with online reviews specifically mentioning the faster response times and improved communication. Automated SMS notifications kept customers informed about technician arrival times, reducing anxiety during emergency situations. The professional appearance of digital invoices and electronic payment options enhanced the overall customer experience, positioning SecureLock as a premium service provider.

Key Success Factors: AI and Unlimited Scaling

The AI-powered dispatch engine proved to be the most transformative feature, making split-second decisions that would have taken human dispatchers several minutes to evaluate. The system considered multiple factors simultaneously—technician location, traffic conditions, skill match, equipment availability, and job urgency—to make optimal assignments. Machine learning algorithms continuously improved routing efficiency by analyzing completed jobs and identifying patterns.

The unlimited user model enabled SecureLock to scale operations without the typical cost constraints of per-user licensing. When the company hired four additional technicians to handle increased demand, there were no additional software costs to consider. Office staff, part-time workers, and even the owner could access the system as needed, creating complete operational transparency across the organization.

Custom workflows automated repetitive tasks that previously consumed significant staff time, similar to the automation benefits described in our appliance repair case study. Job-specific checklists ensured technicians completed all required steps, reducing callbacks and improving first-time fix rates. Automated follow-up scheduling for maintenance contracts created new recurring revenue streams.

Operational Transformation: Beyond Response Time

While faster response times were the primary goal, SecureLock experienced broader operational improvements that enhanced overall business performance. Real-time reporting provided insights into technician productivity, service profitability, and customer trends that were previously invisible. Management could identify top performers, optimize inventory levels, and make data-driven decisions about service offerings and pricing.

The mobile app's offline functionality proved essential for technicians working in areas with poor cellular coverage, such as parking garages and basement commercial spaces. Jobs could be completed, photos captured, and signatures collected offline, with data automatically syncing when connectivity returned. This reliability ensured no disruption to service delivery regardless of location or network conditions.

Customer communication improved dramatically with automated notifications at every service stage—job assignment, technician en route, arrival, and completion. Customers received estimated arrival times that updated dynamically based on actual technician location and traffic conditions. Post-service surveys collected feedback immediately, enabling rapid response to any issues and building a repository of positive reviews.

Financial Impact: 47% Revenue Growth

The combination of faster response times, increased jobs per technician, and improved customer retention drove significant revenue growth. Within three months, SecureLock's monthly revenue increased by 47% without proportional increases in operating costs. The improved efficiency meant higher profit margins on each job, while the unlimited user model kept software costs fixed even as the team expanded.

Customer acquisition costs decreased as positive reviews and word-of-mouth referrals increased, with the company's improved response times becoming a key competitive differentiator. The ability to guarantee response times under 30 minutes allowed SecureLock to command premium pricing for emergency services. Automated invoicing and payment processing accelerated cash flow, improving working capital and financial stability.

Future Plans: Continued Growth and Expansion

Building on the success of the initial implementation, SecureLock plans to expand operations into two adjacent metropolitan areas within the next six months. The unlimited user pricing model makes this expansion financially viable, as adding technicians in new markets won't increase software costs. The proven playbook for rapid deployment means new locations can be operational within 24 hours of hiring technicians.

The company is also exploring additional Fieldproxy features including customer portal access for commercial clients, advanced analytics for predictive maintenance scheduling, and integration with security system providers. These enhancements will further differentiate SecureLock in the competitive locksmith market and create new revenue opportunities through value-added services.