HVAC & Trades
The job is won or lost on the phone. An after-hours call that goes to voicemail is a booked job lost to whoever answers next, and the office cannot staff every hour a boiler fails.
At VivanceData, we build call handling, dispatch and follow-up workflows around the way a service business actually runs — the phone first, the schedule second, and the paperwork last.
A real emergency still reaches a person. What changes is that routine work gets booked instead of sitting in a voicemail box until morning.
Answer the calls that currently reach voicemail, take down the job details, judge urgency, and either book the slot or escalate a genuine emergency to the on-call tech.
Match jobs to technicians using skills, parts on the van and travel time, and propose a schedule the dispatcher adjusts rather than builds.
Draft a quote from the job description, prior work at that address and current supplier pricing, ready for the tech to adjust.
Chase the maintenance intervals, unapproved quotes and review requests that get dropped when the office is busy.
Built around the call, not a web form
Covers the times the office cannot
Dispatch that knows who carries what
Real emergencies reach a human fast
Illustrative Residential HVAC Contractor
Calls placed after the office closed went to voicemail, and by the time anyone listened the next morning the customer had already booked someone else.
Set up an after-hours intake that answers the call, records the fault, address and access details in a fixed format, books routine work into open slots, and pages the on-call technician when the description reads as an emergency.
Illustrative Plumbing and Heating Company
The dispatcher rebuilt the day's board by hand every time a job overran, and technicians were sent to work they did not carry the parts for.
Proposed a schedule from technician skills, van stock and travel time, and re-proposed it when a job overran, leaving the dispatcher to accept, edit or ignore each suggestion.
Illustrative Electrical Services Firm
Quotes went out late and unapproved ones were never chased, because the only person who could do it was also running the office.
Drafted quotes from the technician's job notes, prior work at the address and current supplier pricing for the technician to adjust, then followed up on the ones left unapproved and on lapsed maintenance intervals.
We walk the path a job takes from first call to invoice, find where it stalls — usually the phone outside office hours — and agree what a captured job has to contain to be useful.
We define the intake script, the urgency rules and the escalation path, so it is clear in advance which calls book themselves and which reach a person immediately.
We run the workflow on a defined slice — one shift, one branch or the out-of-hours window — while the office keeps its current process, and compare the two. Typical pilot scope is 3-6 weeks.
We extend to more hours, more crews and the follow-up work, and keep tuning the urgency rules against the calls that actually came in.
Let's discuss what happens to your calls after hours today, and what it would take to have them answered, triaged and booked.