Call Smart


The Power of Call Smart

When we selected a component on our original screen, we had an opportunity to answer some questions from the customer. If for example on the motor, the motor showed excess wear on the bearings, at the end of the service call we would print out a What Our Customer Ask Report. This tells a customer that we found an area of concern, here is why this happened, how our technician found it, what we would do to repair the situation, how you can prevent it from happening again and does this repair make good economic sense. At the end of the service call, instead of the customer receiving an incompletely filled out invoice that is difficult to read, your customer can receive an invoice, a report of what you found and a diagnostic summary from a third-party. This expansive information allows you to be the consummate professional in your market area!

The Power of Call Smart

Courtesy of TKworldwide.com

In addition to all this, you get other powerful reporting through the web portal of Call Smart. You can see how many times your tech presented an agreement, how often it was accepted and the average revenue per ticket. You could be sitting on the beach thousand miles away from your shop and see what your techs are doing, as long as you have access to the Internet.

Callahan Roach carries this a step further by assigning you an analyst who runs monthly reports and makes a brief phone call to review the information with you. This helps you maximize opportunities to make revenue, while doing a thorough diagnostic job. It’s like having your own consultant on call, and these individuals have years of experience in the field.

The final question remains, how much is Call Smart? First of all, there are no out-of-pocket expenses so it is very cost-effective. You tell us what you want your flat rate pricing based on, we calculate the repairs and when the repair goes to the ticket, we put in a small $2 fee on top of your charge. We get paid out of that fee and only get paid for service tickets that generate revenue. No more monthly payments, especially in slow months. If you are not creating invoices, we are not getting paid. Because the fee is on top of what you charge, it is a direct pass-through to the customer. The more volume of service tickets you generate, the less the dollar amount of that $2 you will pay to Callahan Roach. Call us today and put the power of Call Smart to work for your business!


Call Smart – Invoice, Payments and Receipts Screen

Sample of invoice generated on a smart phone

Sample of invoice generated on a smart phone

After the customer has authorized the work to proceed with their signature, the system converts the estimate into an invoice. The invoice has been broken apart by system, so it is extremely detailed. We can accept payment by credit cards, cash, check or return to the office so the invoice can be handled another way. If we accept payment on the jobsite, it will be marked paid and the type of payment is recorded. Now we can mark the ticket complete – or incomplete if we have to order parts or need some type of follow-up. The technician can also add notes that can’t be seen by the customer and are only visible by the office. You can print an invoice for the customer at the jobsite if you are so equipped, have an invoice mailed from the office or e-mail the invoice to the customer, generated in a PDF format. Now the service tech can close the service call.

Summarizing Call Smart’s Best Features

  • It is highly customizable
  • It runs on multiple platforms
  • It comes with unlimited free support on Internet and phone as long as you own the product
  • It has extremely high visible impact which encourages interaction with the consumer
  • It tracks recommendations versus accepted repairs, allowing for same story to be told amongst varying service technicians
  • It incorporates an incredible tool called Total Performance Diagnostic, which calculates how the system is functioning without the need for putting gauges on the unit. If the Total Performance Diagnostic tool tells you the system is operating at 90-95%, there’s probably not much you can do to improve it. If in turn this allows you to avoid putting gauges on every unit and only on those which need it, that saves you time and the customer money. In addition, it provides third-party validation about operation of equipment to your customer. They can see both the capacity and efficiency that their unit is operating at, along with suggestions for how the operation of their system may be improved.

 


Call Smart – Estimate And Service Agreement Screen

Call SmartWhen we go to the estimate screen, the system has the ability to look back at previous calls. For example, in this case, the system looks back and sees that a contractor was recommended but declined by the customer on the last service call. The system provides the tech with the opportunity to again make this recommendation to the consumer. Regardless of which technician makes the call, the system allows them to be consistent in their conversation and recommendations to the homeowner, not only for the type of work that needs to be done but for the cost of the repair as well. Once the work is done, the repair is removed from the pending list. The estimate screen provides the customer with everything they need to make a good decision. If a recommendation is declined, it goes to the bottom of the page in a pending status until the next service call. It doesn’t simply languish on the service ticket somewhere sitting in a file cabinet.

Now the service technician is well positioned to present a service agreement. The service agreement screen shows the details of your customized program in a way that allows any technician to present the pertinent features and benefits succinctly, yet completely. It also means that no matter who the technician is on the call, they will present your service agreement program the same way to every customer. The system will automatically track the service agreement regardless of whether it was accepted or declined. If it was accepted and your program allows for a discount on the invoice, the system will automatically compute the correct amount.

At this point the customer has the opportunity to authorize the work by signing the invoice. They first accept the terms and conditions on the screen, then they provide their signature which converts the estimate into an invoice. A review of these two screens yields the following key opportunities for enhanced profit.

  • Previous work needed but declined by the customer is brought to the attention of the technician, regardless of which one is on the call, who can then present this again to the consumer
  • The service agreement screen will prompt every technician to offer your customized agreement in a way that will clearly and concisely allow the consumer to make a decision
  • If the consumer agrees to a service agreement, any potential discounts are automatically computed for the technician
  • Every invoice will have a recorded signature which also shows that the consumer has agreed to your terms and conditions

In the next Call Smart blog, we will discuss the invoice, payment and receipt screen.


Call Smart –Flat Rate Lookup Screen

Call Smart –Flat Rate Lookup ScreenThe first point to make about the flat rate lookup screen is that each component screen has a camera function that allows you to replace the cutaway illustration with a photo of the exact unit. That can help another tech from your company on a future service call to be sure they have identified the proper piece of equipment. On either side of the equipment picture is a list of component categories. (I.e. motor, electrical, valves, refrigerant circuit etc.) Let’s walk through an example for a motor. First we press on the red motor button and we are presented with a question screen. Bypassing the questions for a moment, let’s simply press the replace button and we are presented with a lookup screen which allows us to search for a specific OEM part or a generic part. Let’s say we don’t know the specific part number, so we select a 1075 RPM motor and are presented with a number of choices of different horsepower condenser fan motors that are all 1075 RPM. If we choose a 1/3 hp motor, we are presented with a picture of such a motor along with its associated price. Once we press the select repair button, the information immediately goes to our estimate page.

 

Call Smart serves as a point of sale system by making things easy for the customer to understand in a highly visual way that gets the point across quickly. All of this translates into the customer’s ability to more easily make a decision. Earlier in the service call as we were performing our diagnostic, we made notations about the condition of various components in the unit. Now as we look at the equipment picture with its list of component categories, the components are colored red, yellow or green. Red means dead, green means good and yellow is an area of concern. This is a highly visual and very simple way to translate our diagnostic for the consumer.

 

That’s all there is to it. We knew the condenser fan motor was bad and we knew that it was a 1/3 hp motor. Following the easy steps outlined above we were quickly able to communicate this information along with the price to our customer in a highly visual way. We were also able to communicate areas of concern that can be addressed via a maintenance agreement or during a future service call. In the next Call Smart blog we will discuss the estimate screen.


Call Smart – Your Smart Service Call

In the last blog, we talked about what Call Smart is and how easy it is to customize.  In this blog, we will walk through the preauthorization and marketing portion of a typical service call using Call Smart.

Call Smart - Your Smart Service CallThe first screen the service technician will utilize is a preauthorization screen.  Using this screen, the service tech will ask for the customer’s permission to conduct a diagnostic check on the equipment, while letting them know they will be charged a diagnostic fee for this service.  Both the verbiage and the screen are customizable, and can be turned off if so desired.  Following the preauthorization comes a marketing questions screen.  Companies often ask their technicians to gather this information, but the information garnered is typically nonexistent or insufficient.  The reason companies want this information is so that they can better target solutions for their customers.  These questions can be customized and this screen encourages your technician to gather the information that you want.  For example, you can ask questions about areas that are too hot or cold, whether the customer feels their energy bills are too high etc.  This information allows for subsequent messages which are highly targeted to your consumers.  If a home has multiple or unique components, the next screen allows you to set up a service history by each system or component.  Once the tech clicks on the icon for the type of unit, (furnace, condensing unit etc.) a screen comes up that allows them to input specific information pertinent to that unit.  For example, they can input information such as unit location, make, model/serial number, capacity, age, physical condition, type of refrigerant used and so on.  If that information already exists, the tech can simply bypass that screen.

What comes next is the fastest and easiest flat rate lookup in the industry!  In the next blog, we will talk specifically about the flat rate lookup screen and show you exactly why we say this.  In the meantime, look through your service tickets over the past six months and see how many of them reveal marketing information that allow you to target specific products and services to individual customers.  I’ll bet you will find you are missing opportunities to more precisely assist your customers, thereby helping to distance yourself from those companies who market themselves strictly on price.

Get more info on Call Smart


Call Smart Flexibility– Your Smart Service Solution

Call Smart Flexibility– Your Smart Service Solution

Image courtesy of talentintelligence.com

In the last blog, we discussed the problem with service tickets.  All too often they can be sloppy, and the information they convey is often insufficient both for office and customer use.  Worst of all, they can potentially be booby-traps which cause your customer to become very upset.  We finished that blog with a discussion about a solution called Call Smart, a revolutionary point of sale, mobile system from Callahan Roach Business Solutions.  We also finished that blog by asking you to look through your service tickets.  Did you identify any of the problems that we talked about?  I’ll bet a number of you did, so let’s begin to look at the flexibility of the Call Smart program.
Call Smart is an electronic program that runs on both Droid and iPad.  It features a unique and secure logon for each tech, and can be customized with your graphics and information.  Once a tech logs on to the system, they are positioned to capture the customer’s complete information – and it only has to be entered once.  In the event you have integrated with a service dispatch software or QuickBooks, you can look up the customers information from there.  Once this information is in front of the technician, they select the correct call type, the diagnostic fee and any discounts or taxes which may apply.  From there they press the start call button.
It is important to note that Call Smart is extremely customizable.  From any web portal you can change parameters ranging from call types to diagnostic fees and discounts.  You can also input your own customized service agreement program, as well as marketing brochures and videos.

Get more info on Call Smart

In the next blog we will walk through a typical service call using Call Smart.  Following this blog, you will likely begin to wonder how you ever made it using paper forms!


The Problem with Service Departments

Does your service department suffer from the following symptoms:

  • Incomplete or sloppy service tickets
  • Low service ticket revenue
  • Customers who feel the need to shop the Internet after the diagnostic



Yes, but what do you do about it?
Call SmartYou train your technicians but you are still not achieving uniform results.  You talk with other owners and they have the same issues, so you resign yourself to live with it.  After all, you don’t receive that many customer complaints about it.  Not so fast.  Let’s examine this issue in a little more detail.

Let’s take the example of a service tech who went out on a no cooling call and found a bad capacitor.  After replacing it, he wrote the words “25 MFD Cap Bad” in the area of the ticket detailing the work performed.  Then he showed the price of the capacitor at $118 and labor at $69 for a total ticket invoice $187.  What might your customer do?  They might just get on the Internet and surf for 25 MFD Cap and correctly determine that a capacitor was replaced – only to discover that a 25 MFD capacitor can be purchased online for about five dollars.  Now they’re hot!  Obviously, they don’t understand your cost of doing business so what do they do?  Call you and complain?  Probably not.  In all likelihood, they simply stop using your services and tell everyone they know that your company is a ripoff.  Studies show that a satisfied customer will tell 2-3 people about their experience with your company, but a dissatisfied customer will tell 8-10 people about their experience.  The odds are not in your favor.  And the worst part about it?  You have no idea it’s going on!

So what is the solution?  Consider Call Smart

What is that, you ask?  Call Smart is a revolutionary point of sale, mobile system from Callahan Roach Business Solutions that runs on both Droid and iPad.  It features a unique and secure logon for each tech, and is customizable, utilizing your graphics and information.
Stay tuned for more blog posts on this subject.  In the meantime, take some time to go through recent invoices generated by your service technicians to see if you are fully satisfied – or if you think there is a better way to go.