We all know the importance of efficiency when running a heating, ventilation and air conditioning (HVAC) service operation. We concern ourselves with every aspect of the task – inventory, technician skills, scheduling, ability to respond to emergencies, and of course getting paid.
That said, the person with a heating or air conditioning issue doesn’t care about any of that. They just want it fixed. And to that end they want to know when you’ll be there, how long it will take and, what it will cost. They may prefer to wait for an invoice that’s mailed or emailed, but often they may want to pay for it with a credit card and be done with it. When you think about it, the customer’s view of the HVAC service you provide should be first on your list of concerns.
Energize your Service with Pegasus
The Pegasus product family by ADD Systems extends your customer service to the field and empowers your staff with all the tools they need with Pegasus Mobile and Pegasus Dispatch. It consists of a mobile tablet for service technicians with wireless dispatching and messaging, point-of-sale invoices and automated billing.
Keep your Customer in the Loop
Customers like to be in control and know what’s going on. With a robust self-service web portal into ADD Energy E3®, a customer can place an order for service online and check the status of that request, including the expected time window. On the scheduled day for that work, you can use Pegasus Dispatch to see how all of the techs are doing, on schedule or behind. If it looks like a tech will be late, you have all the information you need to contact the customer and provide fair warning or assign that call to another technician who can meet your customer’s timeline.
A Pegasus Mobile Tablet is more than Sizzle
Customers want prompt, effective professionalism. Turn by turn directions on the Pegasus Mobile tablet will speed the tech’s arrival, and the tablet’s easy-to-read historical information about the location will speed the repair. When the work is done, a POS flat rate invoice, created on the spot, makes it easy for the customer to pay while the tech is still on site. With a credit card configured in E3, the customer can charge it right then and there, or if the customer prefers, Pegasus tablet can record a check payment.
Need a signature? No problem. Capture it right on the tablet. Want a picture or video of the installation? Use the camera on the tablet and it will become part of the customer’s record in E3 for future reference. Is additional work needed? Enter the details, on the Pegasus Mobile tablet and provide an estimate on the spot, and you can email it to the customer too.
Safety for the Customer, Liability Protection for You
Customers demand safety. For propane installations, Gas Check is a must. Appliances, containers, system tests, pressure and leak tests, cathodic protection… the list goes on; there’s plenty to inspect and test, and those results need to be recorded. The convenient size of the Pegasus tablet screen proves invaluable here as it eases the capture of all this data. When transmitted wirelessly to E3 the Gas Check data becomes part of the customer’s record. The customer knows their facility is safe, and you know all the proper steps have been taken. To help you stay on top of it, comprehensive Gas Check reporting in E3 provides multiple views of this critical data. The reports can verify that you’ve dotted the I’s and crossed the T’s, but they can also notify you when scheduled inspections are due so you don’t fall behind.
It may be a cliché but that’s exactly what’s needed: a win for the customers and a win for you. By putting E3 together with the Pegasus product family, you place your business in the best possible position to take good care of your customers, impress them with your professionalism, and energize your HVAC operation.