We Built This Company
by Listening.

We talked to customers. We talked to Dispatchers. We talked to managers. We asked one question: What's broken?

Here's what they told us...

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SEC. 2.0THE CUSTOMER PERSPECTIVE

"I called six companies. Six. All voicemail."

FIG. 2.1 — CUSTOMER FRUSTRATION

REF:January. 60 degrees inside. Kids freezing. Six calls, six voicemails. $15K lost.

"My boiler died in January. 60 degrees inside my house. Kids were cold. I started calling heating companies at 7am."

"First company: voicemail. Second company: voicemail. Third, fourth, fifth: voicemail."

"By the time someone called me back three hours later, I'd already found someone else. I gave my $15,000 to the guy who picked up."

FIELD REPORT

"Answer the phone. Remember me. Understand urgency. Make me matter."

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SEC. 3.0THE DISPATCHER REALITY

FIG. 3.1 — DISPATCH OVERLOAD

REF:Two calls, one dispatcher. $500 tune-up or $15K emergency? Can't tell until you answer.

"Two calls come in at the same time. One might be a $500 tune-up. One might be a $15,000 emergency replacement."

"But I don't know which is which until I answer. And I can only answer one."

"Sometimes I pick up the small job while the big job hangs up and calls someone else. There's no way to know. I just guess."

FIELD REPORT

"We're overwhelmed—not incompetent. We need a system that captures information for us."

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SEC. 4.0THE MANAGEMENT BLINDSPOT

FIG. 4.1 — DATA GAP ANALYSIS

REF:Bad review: 'Couldn't reach anyone.' When? Who? What happened? No data. Can't fix it.

"Someone writes: 'Couldn't reach anyone. Terrible service.'"

"Okay. But when did they call? Who did they talk to? What happened?"

"I don't have that information. I just have the complaint. So I can't fix it. I can only apologize and hope it doesn't happen again."

FIELD REPORT

"We can't fix problems we can't see. We need a system, not just good people."

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SEC. 5.0OUR FIRST PRODUCT

FIG. 5.1 — SYSTEM OVERVIEW

REF:Answers overflow calls. Screens for emergencies. Never miss a $15K job again.

Answers Overflow Calls: So your dispatcher never drowns and no customer ever hits voicemail.

Screens Every Caller: Using the same questions your technicians would ask—identifying emergencies & safety risks.

Instant Priority Alerts: Sends priority ratings and full details to dispatcher before they pick up.

Auto-Booking: Books routine appointments automatically, keeping simple calls off the priority line.

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