How a heat pump contractor plans to answer every call, book online and follow up every quote without another dispatcher
A family-run contractor installing ducted heat pumps, ductless mini-splits and heat pump water heaters, highly rated by its customers and serving them in more than one language. In the busy season the owners are on roofs and in attics while the phone rings. Lorryn mapped five connected tools to fix that.
The whole system
From first ring to finished install, and back for the yearly tune-up
On a 104° day, calls get answered and booked
When the crew is on a roof and the office can't pick up, an AI voice agent answers in the caller's language. It says it's the company's digital assistant, asks what's wrong, and books the visit straight into the schedule. A no-cooling call with elderly family at home is flagged as urgent and passed to the owner. If the caller hangs up first, they get one text back.
Customers book the visit themselves, with the details the tech needs
The website booking asks for the service (ducted heat pump, mini-split, repair, water heater, smart thermostat, air quality, whole house fan), the home's size and the current system, then shows open windows. The tech arrives knowing it's a 2006 gas furnace with attic ducts.
Big quotes get decided over weeks, so follow-up runs on its own
A full heat pump install is a big decision. After the estimate, the homeowner gets a clear page with good, better and best options, monthly financing, and any utility rebates that apply. Gentle reminders go out on day 2, 7 and 14, and the owner sees who opened the quote so he calls the right people.
Typed once, then the customer comes back every year
No re-typing the same job into the calendar, the supplier order and the invoice.
5 → 0 min per job (target)Asks every customer for a review, and books tune-ups before each season.
3 → 0 min per reminder (target)What should change, task by task
Target times for each job, and what we’ll measure once it’s live.
Target time per task
Each bar is one job, done once. Targets from timing the current process with the contractor.
What we’ll measure at launch
Numbers the contractor’s own systems will show
Two more tools, once the basics are running
Both use the job records the system already keeps, so nobody types anything twice.
Seasonal tune-ups
Replacement offers
Planned with the owner. Times are targets, not results. Texts and calls go only to customers who contacted the business or agreed to hear from it, and they always say they are automated.
Questions contractors ask
Will customers know they're talking to an automated system?
Yes. The voice agent and the texts say they're automated, and a person takes over for anything beyond booking and basic questions.
Do we need new field-service software?
No. The tools connect to the calendar, phone and invoicing the business already uses.
This project is planned. Times shown are targets, worked out by timing the current process with the contractor, not results. We will publish measured times once it is live. Quote prices and conversations are examples.