The company operates in the home services sector and specializes in the sale, installation, and maintenance of climate control equipment. It has a team of 50 employees and serves both private and corporate clients.
Before implementing Upservice, the company used two well-known systems at once: one for internal tasks and another for customer communication. However, they lacked a single workspace where they could manage requests, track execution, communicate with clients, and collaborate within the team.
Michael was tasked with finding exactly this kind of system. That is how, in 2023, he discovered Upservice and joined an online demo.
Before implementing Upservice, the company used two well-known systems at once: one for internal tasks and another for customer communication. However, they lacked a single workspace where they could manage requests, track execution, communicate with clients, and collaborate within the team.
Michael was tasked with finding exactly this kind of system. That is how, in 2023, he discovered Upservice and joined an online demo.
About Company:
Client: Michael Carter, Engineer
Industry: Climate control equipment maintenance
Experience with Upservice: 2 years
Company size: 50 employees
Industry: Climate control equipment maintenance
Experience with Upservice: 2 years
Company size: 50 employees
Implementation goals:
- Combine service, installation, and customer communication tasks and requests in one system;
- Automate task assignment among field technicians;
- Track request progress and analyze employee performance through reports.
Frequently used Upservice features:
- Mobile app for engineers;
- Processing requests through WhatsApp, Telegram, and email;
- Requests with routes, prioritization, and reminders;
- Customer database and object directories;
- Recurring requests for scheduled maintenance;
- Reports section.
What Upservice replaced: two separate tools — one for internal team collaboration and another for processing customer requests.
How it all started
According to Michael, the company had been working in two services for a year: one for the team and another for customers. But this created constant difficulties:
“We planned tasks in one system and received customer requests in another. Engineers got confused, and it was difficult for the manager to stay in control. There was a lot of information, but it was scattered across different places.”
The company decided to find a more universal system. After a demo with an Upservice manager, the team started a trial period and later fully switched to the platform.
How the implementation went
The launch was completed in several stages:
- Employees were invited to the company workspace;
- Objects and equipment were added to directories;
- Request intake channels were configured;
- Prioritization was set up using labels;
- The mobile app was installed for every employee.
“At first, it was not clear how to use all the functionality. But after the demo with Ilya, we started working. The main thing is that everything is in one place — from the request itself to the field visit report.”
What changed after the company switched to Upservice?
- Requests are now received centrally and immediately recorded in the system;
- Field technicians receive specific tasks with descriptions and geolocation;
- Clients receive status updates on their requests and can rate the quality of service;
- The manager can see each employee’s output and workload, as well as track customer satisfaction;
- Scheduled maintenance and warranty requests are now created according to a schedule and no longer get lost.
Results after six months of using the system, according to Michael:
- Request processing time was reduced from 3 hours to 30 minutes;
- All requests are now recorded and no longer get lost;
- Engineers started closing tasks on time — previously, 20% of tasks could remain unresolved for weeks;
- Clients noted better communication and greater transparency;
- Management can now see statistics in real time.
After 2 years of working in the system, we asked Michael to share his feedback:
“Upservice is a universal solution. We brought our internal and external work together. Engineers, the office, and clients are now all in one system. It has become much easier to control and manage service operations. Overall, work has become simpler and calmer.”
— Michael Carter, Engineer
If your company installs, services, or repairs climate control equipment or other types of equipment, Upservice can become a universal solution for you as well.
We will show you the system in action and explain how to build a service process without losses or chaos — where requests do not get lost, employees work in sync, and clients stay satisfied.
Make your work simpler and more productive — just submit a request.
We will show you the system in action and explain how to build a service process without losses or chaos — where requests do not get lost, employees work in sync, and clients stay satisfied.
Make your work simpler and more productive — just submit a request.
