HVAC technicians at Lee’s Air, Plumbing, Heating, Roofing are busy enough. That’s why it was always a pain when they needed more customer information before a job.
Because it was their responsibility to find it.
“When you needed customer information, (such as) information on units, you had to go digging,” said James Buschman, operations manager at Lee’s.
Sometimes that looked like calling a CSR and asking, “Hey, I’m going to this customer. Can I get some info?” But as Buschman says, “Time is money,” and throughout a busy day, all of this frequent digging amounted to one thing:
“There was a lot of time wasted trying to get information.”
That’s one reason why Buschman and Lee’s techs enjoy one of Field Pro’s newest AI features: Equipment Documentation & Specs. It’s one of several tools enhanced by Atlas — the AI sidekick built to help techs work smarter in the field.
Equipment Documentation & Specs gives your techs instant access to the right info. Access relevant manuals, service histories, and equipment specs automatically — so techs can show up prepared and stay efficient on every job.
“With Field Pro, it's all right there,” Buschman said. “Techs can grab the materials they need versus going to the customer's house and realizing, ‘OK, I need this, this, this.’ And then either needing someone to bring it to them, or leaving the customer's house, getting the materials, and going back.
“It saves both time and money.”
Lee’s Operations Manager Steve Michaelson estimated that this feature alone has decreased the amount of tech visits per job.
“On 75% of the jobs, it's at least saving one visit — which is huge,” Michaelson said.
But that’s not the only new Field Pro feature that’s saving time and money.
More clarity in the field
Technicians have a set of skills. Being a wordsmith is not necessarily one of them.
“We've got a lot of good technicians here, but being able to translate what’s in your head into words so that the customer can understand what's going on can be difficult,” Buschman said.
Alfredo Ramirez, Lee’s HVAC service manager, has seen this challenge play out again and again. His techs’ post-job summaries were only two or three sentences long, with little detail and too much simplification.
“It was frustrating, because we want to make sure that the customer reads and understands everything that the technician documents,” Ramirez said. “And it wasn't very well-written.”
That’s no longer an issue with Field Pro’s Instant AI Transcripts and Summaries.
With Instant AI Transcripts and Summaries, every call is automatically transcribed and summarized, so managers can review conversations in minutes and spot coaching opportunities fast.
“(This feature) documents everything in detail. (Now, managers and) customers have a really good (idea) of what (the tech is) actually doing,” Ramirez said.
But what if, while the tech is doing their job, they themselves have a question about a unit they’re unfamiliar with?
That’s where Field Pro’s AI Diagnostics & Troubleshooting comes in.
AI Diagnostics & Troubleshooting brings real-time, intelligent troubleshooting to every job. Through Atlas, ServiceTitan's AI-powered assistant, technicians can ask questions and get instant answers to questions about equipment information and documentation, get guided diagnostic steps, and identify replacement parts — all in one seamless experience that helps them solve problems faster and with greater confidence.
“The AI tool works great for getting (unit) information and for getting the schematics,” Michaelson said. “I've gotten feedback from the technicians that it's been really good with giving them the right filter sizes, (and) confirming information that they think they knew.”
Uncovering a blindspot
The techs at Lee’s are supposed to offer good, better, best options. But for years, managers had no way of knowing if that actually happened on a call.
Sure, they’d do ride-alongs and observe the tech in action.
“But when you do ride-alongs, (technicians) act completely differently than when they're on their own,” said Fernando Ibarra, the underground plumbing manager at Lee’s.
Ride-alongs were also a massive time-suck. Ibarra estimated they could sink four to six hours of his workday.
That’s why he loves Field Pro’s Auto-Recording on Arrival feature.
Field Pro auto-records every call on arrival, with built-in consent reminders, instant AI transcripts, and full job context in ServiceTitan. You’ll see exactly how each customer interaction plays out — so you can protect your techs, reduce callbacks, and coach your team to deliver in-home service experiences that your customers will rave about.
“(This feature) opened up a whole new area for us to actually see how (techs) go about their calls when they're with the customer,” Ibarra said. “They act more natural, and then we can actually have a better coaching session — (instead) of going over (what they said) happened at the call.”
Another benefit?
“It’s a time-saver,” Ibarra said. “We're able to listen in on more jobs and do more of our coaching. In a two-hour span, we can almost go through most of the (customer) interactions.”
Since integrating Field Pro’s features with ServiceTitan’s full suite of tools, Michaelson said Lee’s customers have a better understanding of the scope of work, technicians are more efficient, and coaching is much easier.
The result? An increase in close rates across Lee’s HVAC and plumbing divisions.
“We're somewhere between a 5% to 10% (increase) in our close rates,” Michaelson said. “For technician pay, that equates to (an additional) $15,000 to $20,000 a year.
“...(And Field Pro) basically reduces our overhead cost from a financial perspective. Not only are we managing more technicians, not only are our margins going up, but we're doing it with the same headcount that we had last year.”
To get started with Field Pro, book a demo today.
