The HVAC industry's use of advanced field communications technology has skyrocketed in just a few short years. That growth has been nurtured by software's ability to interact with the many mobile devices now used by more technicians, and by software's convenience and efficiency.

One of the customer service functions most enhanced by these software innovations, is the place where it all begins: in the dispatching zone.

The days of radio-only communications are disappearing, and "Mr. HVAC," James Leichter, president, Aptora Corp., Lenexa, KS, couldn't be happier about that. Leichter, who has worked as a field technician and business owner, says dispatching software eliminates everything that's wrong with radios: from garbled communications, to writing down notes on reams of paper, and a potentially less safe procedure for a technician driving a vehicle.

Dispatching software, Leichter says, has helped improve HVAC customer service in four dispatch-related areas: the dispatch itself, the arrival at the home, the invoicing, and the communication of the day's business to the business owner.

"The process of having the dispatcher immediately see who's available for the call, and handing it off to them on a screen, is much more efficient," Leichter says.

"Once the technician arrives at the home, they've already seen much more information than they ever had before about the customer, such as what type of air filter size they need, and service history. The technician arrives at the home more informed, and more empowered to make better service decisions," Leichter says.

Aptora's Total Office Manager® field service software was written by actual contractors. Its features include complete accounting, customer relationship management, dispatching, inventory control, mobile field service management, and more, in one service management software program for more efficient service business management.

Goin' Mobile at a Swift Pace
"The best field service programs now make it easy and affordable to provide online communication between the office, field technicians, and customers," says Daniel Restivo, CEO, Intac International, Inc., Burlington,MA, makers of Wintac™ business automation software.

"Five years ago, less than half of our customers used the mobile computing features of our software," Restivo reveals. "Today more than 90% of them communicate job information between the office and field with wireless. As mobile devices — such as smart phones, notebooks and tablets — become more accessible and affordable, field service companies are realizing the productivity benefits."

Restivo says contractor office support staff and field technicians can now rely more on online technology to help support the dispatching function.

"A majority of our users require that their technicians have online access to their current work orders, but also the details of each job location, including a list of installed equipment, complete service history, material and parts required for maintenance, and more," he says. "Technicians must have the capability to update any of this information remotely, as well as process credit or debit card payments online at the customer site, and allow customers to provide signatures electronically using tablets.

"With the latest innovations in dispatching software, a truly paperless operation is now a very practical reality for any size HVAC company," Restivo says.

"We couldn't live without it," says Mark Baker, president, Air Waves Heating & Air, Columbia, SC., whose company uses the Wintac product.

"I like its versatility, and the fact that we can transmit work orders and invoices from the office to the vans out in the field," Baker says. "The technicians can service customers, get signatures on invoices, and send them back to the office electronically. At the end of day, we know where every dollar went, and who owes us anything. It doesn't let any moss grow under our feet."

'Sizing Up' the Information
"Many people want software that provides full invoicing for an iphone or similar smaller device," says Nate Tuttle, president, TEAM Management Systems, Fort Myers, FL. "But, if you think about everything that's involved with a service call: viewing customer information, viewing a description of the problem, past history, equipment, which materials are used, what was done to solve the problem, generate an invoice, capture signature and print out a receipt — think about doing that on a two-inch screen. With the smart phones, there isn't enough screen space. The alternative is to have an ipad or tablet version. The technician can download the information/invoice. Our system looks like a generic paper workorder."

Team Management Systems' Mobile Work Order not only looks like a standard paper work order, but also works like one. The technician simply enters dispatch times, material used, equipment serviced, and what was done to resolve the problem on one easy-to-navigate screen. A copy of the signed invoice can be printed for the customer, and all of the information is downloaded back at the office.

BuddySmith, president, Russell's Heating & Cooling, Chesapeake, VA, uses Team Management System's ACOWIN and ACOTRUCK.

"It's a huge time saver," Smith says. "When it's busy, it's nice that the dispatchers don't have to talk the technician through every detail of the call, repeat words, or clarify spelling. They just touch a button, and the information appears on the technicians' field tablets.

"In summer, we used to get behind on paperwork. When invoices came in we'd have to find parts codes. With this, everything's coded off, and it's done."

Jonathan Frei, marketing director, dESCO, LLC, Fort Myers, FL — makers of ESC Software — agrees that dispatching makes paper a thing of the past.

"As service calls come in, they can be sent right to the mobile device, along with the customer's service history. It’s a 'real time' event.

"The real key to dESCO's dispatching software, however, is the flexibility it provides to the dispatching situation," Frei adds. "It's easy to grow into the mobile world as fleets grow. Contractors can mix and match devices. One technician might be use an ipad, another a laptop, or another an Adroid phone."