For heating and boiler servicing firms
The service call that arrives after the office has closed.
We help independent heating and boiler servicing companies answer routine enquiries out of hours, and hand them to the office in a form the team can act on first thing.
Where we start
Routine service enquiries, on one phone line.
A good fit if you have engineers in the field, a small office team, and customers who book servicing by phone.
What the agent does
- Answers evening and weekend calls
- Answers the questions you have approved
- Captures name, contact details and the request
- Sends a structured handover by email or into your CRM
- Offers approved slots, once booking has been tested
What stays with your team
- Emergency and safety-related calls, routed the way you approve
- Any diagnosis or technical advice
- Exceptions and sensitive conversations
- The decision to switch routing on or off
- What the agent is allowed to say
Five questions we will ask you.
You do not need to prepare. If any of these is hard to answer, that is usually where the opportunity is.
- What happens to an enquiry at 7pm? Who follows it up the next morning?
- Which information gets copied from one system to another?
- How often do engineers arrive when the customer is unavailable?
- What prevents a finished job from becoming a completed record and invoice?
- Where do existing automations break or need someone to intervene?
What we look at together
Four weeks of call data tells most of the story.
- Missed calls, by time of day
- Your most common call types
- How quickly callbacks happen
- How many enquiries become booked jobs
- Your phone, calendar and job-management setup
No call data to hand? We can start from what your office team already knows and build the baseline during the first weeks.
Where it can go next.
Once the first call type is working and measured, these are the usual next steps.
Daytime overflow
The same agent picks up selected calls while the office is busy, and passes everything else to a person.
Appointment reminders
Confirmations and reminders before a visit, with changes fed back to the office, so fewer engineers arrive to an empty house.
Job notes to office handover
An engineer’s visit notes turned into a structured job summary, so finished work becomes a completed record sooner.