How Top HVAC Companies Run Dispatch
The 5-step dispatch workflow used by leading HVAC companies to respond 10x faster
Step-by-Step Workflow
How Top HVAC Companies Run Dispatch
Call Intake & Intelligent Triage
AI-powered call routing instantly categorizes emergency vs routine calls, captures detailed customer information including location, equipment type, and issue description. The system automatically creates a service ticket with all relevant data pre-populated, eliminating manual data entry and reducing intake time from 5 minutes to under 30 seconds.
Smart Technician Matching
Advanced algorithm analyzes technician skills, certifications, current location, availability, and parts inventory to find the optimal match. The system considers factors like travel time, skill level required, customer priority, and workload balance. This intelligent matching reduces response time by 40% and ensures the right technician is assigned every time.
Instant Push Notification
Selected technician receives real-time push notification with complete job details including customer info, location with GPS navigation, equipment specifications, service history, and any special instructions. They can accept or decline with one tap. If declined, the system automatically reassigns to the next best match within seconds.
Automated Customer Communication
Customer receives automated SMS with technician photo, name, ETA, and real-time tracking link. As the technician travels, the system sends updated ETAs if needed. After service, automated messages include invoice, payment link, and feedback request. This reduces customer calls by 60% and improves satisfaction scores.
Real-time Status Updates
Live status updates flow automatically from technician mobile app to dispatch dashboard to customer. Updates include: en route, arrived on site, diagnosis complete, parts needed, work in progress, and job complete. Dispatchers have complete visibility without calling technicians. Customer portal shows real-time progress, eliminating "where is my technician?" calls.
Digital Invoice & Payment
Technician generates invoice on-site using mobile app with before/after photos, parts used, labor hours, and detailed work notes. Customer receives digital invoice via email/SMS with secure payment link. Payments are processed instantly with automated receipt generation. This accelerates payment collection from 30+ days to same-day payment in 70% of cases.
About This Blueprint
Leading HVAC companies have perfected their dispatch workflows to minimize response times while maximizing technician utilization and customer satisfaction. This blueprint shows you the exact 5-step process they use, from call intake to technician dispatch.
Key Metrics
Expected Outcomes
10x Faster Response
Reduce average response time from 2 hours to 12 minutes
Higher First-Time Fix
Match the right tech with right skills and parts
Better Utilization
Optimize technician routes and reduce windshield time
Happier Customers
Keep customers informed with automated updates
Implement How Top HVAC Companies Run Dispatch in Your Organization
Stop struggling with inefficient workflows. Fieldproxy makes it easy to implement proven blueprints from top hvac companies. Our platform comes pre-configured with this workflow - just customize it to match your specific needs with our AI builder.
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