TechValidate Research on Verizon Connect


WORK Case Study

Texas Ace Heating & Air

Introduction

This case study of Texas Ace Heating & Air is based on a March 2018 survey of WORK customers by TechValidate, a 3rd-party research service.

“We do more service calls, about 3 more per week per technician. Time spent dispatching jobs to the field has decreased by around 65%. Missed scheduled jobs has dropped to almost zero.”

Challenges

Texas Ace Heating & Air sought a field service management solution to improve customer service and response time.

Use Case

Texas Ace has benefited from Verizon Connect Work in the following ways:

  • Increased the productivity of fieldworkers
  • Improved customer service and response time
  • Increased efficiency in the office
  • Improved communication around jobs

The company improved their scheduling and dispatching with Verizon Connect Work in the following ways:

  • Made it faster/easier to schedule expected jobs
  • Made it faster/easier to schedule un-expected jobs
  • Allowed them to complete more jobs/day
  • Allowed them to get jobs to employees faster

More than 75% of their mobile workers use the Work mobile app regularly.

Results

Texas Ace has improved against key top-line goals since using Verizon Connect Work:

  • Productivity: more than 20% improvement
  • Cost savings: more than 10% improvement
  • Revenue: more than 20% improvement

The company has also improved against key operational goals using Verizon Connect Work:

  • Customer satisfaction: more than 30% improvement
  • Scheduling efficiency: more than 20% improvement
  • Dispatching time: more than 30% improvement

Customer Support Manager Phil Seward adds, “I have been very pleased with the results of working with [Verizon Connect] Work. It has greatly increased customer service & decreased my workload.”





About This Data

This data was sourced directly from verified users of Verizon Connect by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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