From 73% to 94% On-Time: How Chen HVAC Eliminated Missed Appointments
Chen HVAC Services · Owner: Mike Chen
The Challenge
Missed appointments were costing Mike Chen real money. With a 73% on-time rate, double-bookings were constant, dispatch was handled on paper and phone calls, and his crew had no visibility into the day's schedule until they showed up to the shop each morning.
The Solution
Chen HVAC implemented ServBuilder's scheduling module, dispatch dashboard, and mobile app. Technicians now receive their daily route on their phones before leaving home. The dispatch board gives Mike real-time visibility into every crew member's location and job status.
The Results
- On-time rate jumped from 73% to 94%
- Zero double-bookings since going live
- Crew can see their full schedule from the mobile app
- Dispatch time cut by more than half
By the Numbers
| Metric | Before ServBuilder | After ServBuilder |
|---|---|---|
| On-time rate | 73% | 94% |
| Double-bookings | Weekly | Eliminated |
| Dispatch method | Phone + paper | Real-time dashboard |
| Crew schedule visibility | Morning briefing | Mobile app, night before |
“We were drowning in missed appointments. ServBuilder gave us real-time visibility into where every tech was and what they were doing. We haven't had a double-booking since.”
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