PLAYBOOK · FIELD SERVICE
From the first call to a closed ticket, without the phone tag.
For HVAC, plumbing, electrical, appliance repair, pest control and property maintenance companies with an office that schedules and technicians who do the work. Three automations that tend to pay off first, and how to pilot the first one in six weeks.
01 / WHERE THE TIME GOES
The three places work gets stuck
If two of these sound familiar, there is probably a pilot worth running. If none do, you may not need us.
Requests get lost or stallService requests come in by phone, text, email and web form. Urgent ones sit next to routine ones, and incomplete ones wait on a callback.
Scheduling is all manualConfirmations, reminders, reschedules and “the tech is running late” messages are typed one at a time, if they happen at all.
Techs arrive without the detailsGate codes, prior visit history, photos and the customer’s actual symptoms are in the office, not on the job.
02 / WHAT USUALLY PAYS OFF FIRST
Three automations, in order
Boring on purpose. Each one connects to tools you already have and keeps a person in charge of anything a customer sees.
MEDIUM COMPLEXITYService request intake and triage
Every request is turned into the fields your scheduler needs, flagged urgent when symptoms match your list, and queued for the office to approve as a draft job. Missing details are requested with a drafted message.
- Connects to
- Website form, email, texting line, your scheduling or field-service software
- People stay in control
- The office approves every booking and every customer message. Urgency rules are yours.
- A good first step
- Write the urgent-symptom list and make address, system type and symptoms required on your web form.
LOW COMPLEXITYConfirmations, reminders and running-late messages
When a job is booked, moved or delayed, the right message is drafted and sent in your voice. Customer replies that need a decision go to a person.
- Connects to
- Your scheduling software, texting line, email
- People stay in control
- Message templates are approved once; reschedules that change a price or a promise are confirmed by a person.
- A good first step
- Count last week’s manual confirmations and reminders to size the win, then approve three templates.
MEDIUM COMPLEXITYTech job packet and checkout
The tech gets a one-screen packet before each job: history, photos, access notes, parts likely needed. After the job, a 60-second structured checkout feeds a draft invoice and the next-visit note.
- Connects to
- Your field-service software, shared drive, techs’ phones, invoicing
- People stay in control
- The office reviews each draft invoice before it is sent.
- A good first step
- Agree the checkout fields with two techs and run it on paper for a week.
04 / BEFORE YOU BUY ANYTHING
Free fixes worth doing first
Sometimes the honest answer is a process change or a feature you already own. These usually are.
- Most field-service platforms already send confirmations and reminders; check what yours does before building anything.
- A written urgent-symptom list helps the office today, with or without automation.
- One intake inbox label for texts and web forms stops the “it was in my texts” problem.