Case Study: 24/7 Locksmith Service Streamlines Emergency Dispatch

Emergency locksmith services face unique operational challenges that require instant response capabilities, efficient technician routing, and seamless communication systems. When customers are locked out of their homes, vehicles, or businesses, every minute counts, making dispatch efficiency a critical factor in customer satisfaction and business success. Fieldproxy's AI-powered field service management software has transformed how locksmith companies handle emergency calls, enabling them to respond faster and serve more customers effectively.

This case study examines how SecureLock 24/7, a metropolitan locksmith service operating across three major cities, implemented Fieldproxy to revolutionize their emergency dispatch operations. Before adopting the platform, the company struggled with manual dispatch processes, inefficient routing, and limited visibility into technician availability. The results after implementation demonstrate the transformative power of AI-driven dispatch technology in emergency service environments.

Company Background and Operational Challenges

SecureLock 24/7 operates a fleet of 45 mobile locksmith technicians serving residential, commercial, and automotive clients across three metropolitan areas. The company handles approximately 300-400 emergency service calls daily, with peak volumes occurring during evening hours and weekends. Their service portfolio includes emergency lockouts, lock repairs, key duplication, safe services, and security system installations, requiring diverse skill sets and equipment configurations across their technician workforce.

Before implementing Fieldproxy, SecureLock relied on a combination of phone dispatchers, spreadsheets, and basic GPS tracking to coordinate their operations. This manual approach created significant bottlenecks during high-volume periods, with dispatchers struggling to identify the nearest available technician with appropriate skills and equipment. Average response times exceeded 55 minutes, and customer complaints about delayed arrivals were increasing monthly, threatening the company's reputation in a highly competitive market.

The Search for a Field Service Management Solution

SecureLock's management team recognized that their operational inefficiencies were limiting growth potential and eroding customer satisfaction. After receiving multiple negative reviews citing slow response times, the company initiated a comprehensive search for a field service management platform specifically designed for emergency dispatch operations. The evaluation criteria focused on real-time dispatch capabilities, mobile accessibility for technicians, and seamless integration with their existing customer relationship management system.

During the evaluation process, SecureLock tested several platforms but found most solutions were designed for scheduled service appointments rather than emergency response scenarios. Fieldproxy emerged as the ideal solution due to its AI-powered dispatch algorithms, unlimited user capacity, and rapid deployment timeline. The platform's ability to automatically assign jobs based on technician location, skills, and current workload aligned perfectly with the company's operational requirements for emergency locksmith services.

Implementation Process and System Deployment

SecureLock partnered with Fieldproxy to implement the platform across their entire operation within a remarkably short timeframe. The deployment began with a comprehensive analysis of their dispatch workflows, technician skill matrices, and service area boundaries. Fieldproxy's implementation team configured custom workflows specifically designed for emergency locksmith operations, including priority routing algorithms that considered both proximity and technician specialization for different service types.

The entire implementation was completed within 24 hours, with all 45 technicians equipped with mobile devices running the Fieldproxy app and dispatchers trained on the new system. This rapid deployment minimized operational disruption, allowing SecureLock to maintain service continuity throughout the transition. The unlimited user model proved particularly valuable, enabling the company to onboard seasonal technicians without additional licensing costs, providing flexibility during peak demand periods.

AI-Powered Dispatch Transformation

The most significant operational improvement came from Fieldproxy's AI-powered dispatch system, which fundamentally transformed how SecureLock handled incoming emergency calls. When a customer contacts the company, the system instantly analyzes multiple factors including technician proximity, current workload, skill requirements, equipment availability, and traffic conditions to identify the optimal technician for assignment. This automated decision-making process reduced dispatch time from 15-20 minutes to less than 60 seconds, dramatically improving response capabilities.

The intelligent routing algorithms also optimized technician movements throughout the day, minimizing drive time between jobs and maximizing billable hours. For emergency lockouts requiring immediate response, the system automatically prioritizes these calls and reassigns lower-priority scheduled appointments when necessary. This dynamic scheduling capability enabled SecureLock to handle 35% more emergency calls without increasing their technician headcount, significantly improving operational efficiency and revenue generation. Similar results were achieved by other service businesses, as documented in our appliance repair case study.

Mobile App Adoption and Field Operations

Fieldproxy's mobile application became an essential tool for SecureLock's field technicians, providing them with all necessary information at their fingertips. When assigned a new job, technicians receive instant notifications with customer details, location information, service requirements, and access codes or special instructions. The app's navigation integration provides optimized routing to the job site, while real-time updates keep customers informed about technician arrival times, reducing anxiety during stressful lockout situations.

The digital documentation capabilities eliminated the paperwork burden that previously consumed 30-45 minutes of each technician's day. Technicians now capture job details, take photos of completed work, collect digital signatures, and process payments directly through the mobile app. This streamlined workflow enabled faster job completion and immediate invoice generation, accelerating the billing cycle and improving cash flow. The fieldproxy--d1-44">paperless operations approach reduced administrative overhead while improving data accuracy and customer communication.

Customer Experience and Communication Improvements

The implementation of Fieldproxy dramatically enhanced the customer experience throughout the service journey. Automated SMS notifications keep customers informed at every stage, from initial job acceptance through technician dispatch, en-route updates, and arrival confirmations. These proactive communications significantly reduced customer anxiety during emergency situations, with customer satisfaction scores improving by 42% within the first three months of implementation.

The system's real-time tracking capabilities also enabled SecureLock's customer service team to provide accurate arrival time estimates and proactive updates when delays occurred. Customers appreciated the transparency and communication, leading to a substantial reduction in complaint calls and improved online reviews. The ability to share live technician location links with customers further enhanced trust and reduced the frustration associated with emergency lockout situations.

Measurable Results and Business Impact

The quantifiable results achieved by SecureLock after implementing Fieldproxy exceeded management expectations across all key performance indicators. Average emergency response time decreased from 55 minutes to just 19 minutes, representing a 65% improvement that positioned the company as the fastest-responding locksmith service in their market. This competitive advantage translated directly into increased market share, with emergency call volume growing by 48% within six months as customers sought out the most reliable service provider.

Operational efficiency gains were equally impressive, with technicians completing an average of 8.2 jobs per day compared to 5.4 jobs before implementation—a 52% increase in productivity. Reduced drive time between jobs contributed to a 28% decrease in fuel costs, while the elimination of paperwork freed up administrative staff to focus on customer service and business development activities. Revenue per technician increased by 61% due to the combination of higher job completion rates and improved billing accuracy through digital documentation.

Scalability and Future Growth Plans

The success achieved with Fieldproxy has positioned SecureLock for aggressive expansion into new markets. The platform's unlimited user capacity and scalable architecture mean the company can grow without worrying about software licensing constraints or system performance degradation. Management is planning to expand operations into four additional metropolitan areas over the next 18 months, confident that the Fieldproxy platform can support their growth trajectory without requiring significant additional technology investments.

The company is also exploring advanced features within Fieldproxy, including predictive analytics for demand forecasting and automated inventory management for key blanks and lock hardware. These capabilities will further optimize operations and reduce costs as the business scales. The data insights generated by the platform have already informed strategic decisions about service area expansion, technician hiring, and equipment investments, demonstrating the value of comprehensive field service management beyond basic dispatch functionality.

Lessons Learned and Implementation Recommendations

SecureLock's successful implementation offers valuable lessons for other emergency service providers considering field service management technology. The company's leadership emphasizes the importance of comprehensive technician training and change management to ensure adoption, noting that early engagement with field staff helped overcome initial resistance to new technology. The rapid deployment timeline proved beneficial by minimizing the transition period and quickly demonstrating tangible benefits to skeptical team members.

Management also recommends focusing on quick wins during the initial implementation phase to build momentum and stakeholder support. For SecureLock, the immediate improvement in dispatch speed and customer communication provided visible evidence of the platform's value, making it easier to gain buy-in for more advanced features. The company advises other service businesses to carefully document baseline metrics before implementation to accurately measure improvement and justify the investment to stakeholders and team members.

The transformation achieved by SecureLock 24/7 demonstrates the profound impact that modern field service management technology can have on emergency service operations. By leveraging Fieldproxy's AI-powered platform, the company not only solved their immediate operational challenges but also created a foundation for sustainable growth and market leadership. The combination of faster response times, improved customer satisfaction, and enhanced operational efficiency has positioned SecureLock as the premier emergency locksmith service in their region, proving that the right technology can be a true competitive differentiator in service-based businesses.