Client identity withheld at their request. Details reflect a real Fieldwire AI engagement with a mid-size regional HVAC contractor.
The company ran a small dispatch team during business hours, but after-hours and weekend emergency calls went to voicemail — a meaningful share of which never converted. Meanwhile, technicians were writing quotes on paper or in notes apps in the field, and office staff spent hours each week re-entering that information into their field-service platform and accounting software before a quote could go out.
Handles after-hours and overflow calls: captures the issue, address, and urgency, checks it against emergency criteria, and either books a technician callback automatically or escalates immediately for true emergencies. Every call is logged and summarized for the morning dispatch review.
Job and quote data entered by technicians in the field now flows directly into the accounting system — no re-typing. Quote drafts are auto-generated from standard pricing rules and routed to office staff for a final check before sending.
"We used to lose a Saturday emergency call to a competitor because nobody picked up. Now it's booked before our team even sees it Monday morning." — Owner, Regional HVAC Contractor (name withheld by request)
Workflow mapping and assessment — reviewed call logs, dispatch process, and quoting workflow.
Built the intake agent's call flows and escalation rules; began the field-service/accounting connector.
Shadow-tested the agent against live after-hours calls with a human backstop before full handoff.
Full go-live on both systems; started the monthly monitoring and tuning plan.
Within the first month, the after-hours agent was capturing calls that previously went to voicemail, and dispatch no longer had to reconstruct job details from memory the next morning. Quote turnaround dropped from an average of two days to same-day for straightforward jobs, since the draft was already assembled before office staff reviewed it. No new hires were needed to support the added call volume.
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