Case Study: 24/7 Locksmith Service Improves Emergency Response with FSM

When emergency locksmith calls come in at 2 AM, every second counts. SecureKey Locksmith Services, a 24/7 emergency locksmith provider serving the Greater Phoenix area, was struggling with delayed response times, missed emergency calls, and frustrated customers. After implementing Fieldproxy's AI-powered field service management software, they transformed their operations and reduced emergency response time by 45% while increasing customer satisfaction scores by 60%.

Company Background: SecureKey Locksmith Services

SecureKey Locksmith Services operates 24 hours a day, 365 days a year, providing emergency lockout services, lock repairs, key duplication, and security system installations across Phoenix and surrounding suburbs. With 18 mobile technicians and a fleet of fully-equipped service vehicles, they handle approximately 450 service calls per week, with 60% classified as emergency lockouts requiring immediate response.

Founded in 2015, the company built its reputation on fast response times and reliable service. However, as the business grew, their manual dispatch system and paper-based workflows created bottlenecks that threatened their competitive advantage. Similar to challenges faced by other service businesses, as documented in our HVAC scheduling case study, they needed a modern solution to scale operations efficiently.

The Challenge: Managing Emergency Calls Around the Clock

SecureKey's operations manager, Maria Chen, identified several critical pain points affecting service delivery. Their dispatcher worked 12-hour shifts manually routing calls, which led to human error during peak periods and overnight hours. Technicians carried clipboards with paper work orders, making real-time updates impossible and creating administrative overhead.

The company was losing business to competitors who could promise faster arrival times, particularly during high-demand evening and weekend periods. With limited visibility into technician locations and availability, dispatchers often made suboptimal routing decisions that extended response times. The lack of real-time communication meant customers were left waiting without updates, damaging the company's reputation for reliability.

The Solution: Implementing Fieldproxy FSM Software

After evaluating several field service management platforms, SecureKey selected Fieldproxy for its AI-powered scheduling capabilities, unlimited user pricing model, and rapid deployment promise. The decision was driven by Fieldproxy's 24-hour implementation guarantee, which meant they could go live without disrupting their round-the-clock operations.

The implementation team began on a Monday morning, and by Tuesday afternoon, all 18 technicians were fully trained and operating on the new system. This rapid deployment was crucial for a 24/7 operation that couldn't afford downtime. Similar to the experience shared in our electrical contractor paperless transformation, SecureKey was operational on the digital platform within one business day.

The AI scheduling engine proved particularly valuable for emergency locksmith operations. When a call comes in, the system instantly analyzes all available technicians, considering their current location, skills, equipment inventory, and scheduled commitments. It then automatically assigns the job to the optimal technician and calculates the most efficient route, reducing response time without requiring manual dispatcher intervention.

Results: Dramatic Improvements in Response Time and Efficiency

Within the first 30 days of implementation, SecureKey saw measurable improvements across all key performance indicators. Average emergency response time dropped from 55 minutes to just 30 minutes, a 45% reduction that became their new competitive advantage. Customer satisfaction scores jumped from 3.8 to 4.8 stars on review platforms, with customers specifically praising the improved communication and faster arrival times.

The automated customer communication feature eliminated the constant "where is my technician?" phone calls that had previously overwhelmed the dispatch team. Customers now receive automatic SMS notifications when a technician is assigned, when they're en route, and a 5-minute arrival warning. This transparency reduced inbound status inquiry calls by 78%, allowing the dispatch team to focus on optimizing operations rather than answering routine questions.

The financial impact extended beyond operational efficiency. With technicians completing 37% more jobs per day and the first-time fix rate improving to 92%, revenue increased by 28% in the first quarter. The company could handle more emergency calls without hiring additional staff, and the unlimited user pricing model meant scaling didn't increase software costs as the team grew.

Real-World Impact: A Night Shift Transformation

The most dramatic improvements occurred during night shifts, historically the most challenging period for SecureKey. Previously, the overnight dispatcher worked alone, manually coordinating 3-4 technicians covering the entire metro area. With limited visibility and paper-based systems, routing decisions were often suboptimal, and communication delays were common.

With Fieldproxy's AI dispatching, the system now handles most routing decisions automatically, even at 3 AM. When multiple emergency calls come in simultaneously, the platform instantly analyzes all variables and assigns jobs to ensure the fastest possible response across all customers. The overnight dispatcher now focuses on customer service and handling complex situations rather than manual logistics coordination.

Night shift technicians particularly appreciate the mobile app, which provides clear navigation, all customer information, and digital forms that eliminate paperwork. They can complete and submit work orders immediately after finishing a job, even at 4 AM, ensuring accurate records and enabling instant invoicing. This improvement mirrors benefits seen in our appliance repair scheduling case study, where digital workflows transformed field operations.

Inventory Management: Ensuring Technicians Have the Right Parts

One unexpected benefit came from Fieldproxy's inventory management capabilities. Each technician's van is now tracked as a mobile warehouse, with the system maintaining real-time counts of locks, keys, cylinders, and other components. When a job is assigned, the AI considers which technicians have the necessary parts in stock, reducing return visits from 12% to less than 3%.

Technicians can instantly check inventory levels across all vehicles and request transfers if needed. The system alerts them when stock levels fall below thresholds and automatically generates purchase orders for the warehouse manager. This visibility eliminated situations where technicians arrived at emergency lockouts without the correct parts, dramatically improving the first-time fix rate.

Customer Communication: Building Trust Through Transparency

The automated customer communication features transformed SecureKey's customer experience. Every customer now receives a text message within 60 seconds of calling, confirming their appointment and providing the technician's name and estimated arrival time. As the technician travels to the job, customers can track their location in real-time via a secure link, similar to tracking a rideshare driver.

This transparency proved especially valuable for emergency lockout situations, where anxious customers are locked out of homes or vehicles. Knowing exactly when help will arrive reduces stress and builds confidence in the service. Post-service, customers automatically receive digital invoices and payment links, with the option to provide feedback through integrated review requests that boosted SecureKey's online reputation.

Lessons Learned and Best Practices

Maria Chen emphasized that technician buy-in was crucial to success. By involving field staff in the evaluation process and demonstrating how the mobile app would eliminate paperwork and provide better routing, the team embraced the change rather than resisting it. The intuitive interface required minimal training, and technicians quickly appreciated features like automatic mileage tracking and digital payment processing.

The Future: Scaling with Confidence

Based on the success of the Fieldproxy implementation, SecureKey is now planning expansion into two additional metropolitan areas. The scalable platform means they can add new technicians and territories without increasing software costs or administrative complexity. The AI scheduling engine will automatically optimize routing across larger geographic areas, maintaining the fast response times that have become their competitive advantage.

The company is also exploring additional Fieldproxy features, including predictive maintenance for commercial clients and advanced analytics to identify demand patterns. With comprehensive data on response times, technician performance, and customer satisfaction, they can make strategic decisions about fleet size, service offerings, and pricing with confidence.