PSG – Achieving Trusted Comfort and Maximizing First-Time Fix Rates

Location: Upstate New York (Serving Westchester County, including Mamaroneck, Rye, White Plains, Scarsdale, and New Rochelle) Industry: Residential Heating, Cooling, and Indoor Air Quality (IAQ)

ClimaCall Go-Live: June 2025

The Challenge: Diminished Operational Velocity

PSG’s growth was being hampered by data fragmentation. Critical service intelligence, including comprehensive equipment maintenance history and customer details, was scattered across various platforms, leading to no single, unified view. This created a bumpy hand-off connecting the initial call intake, triage, and dispatch decisions with the necessary context for technicians on site. This organizational friction resulted in diminished First-Time Fix Rates (FTFR) and an increase in follow-up calls, as customers received few photos or status updates and were often left guessing about the clear next steps.

The ClimaCall Solution: Click-to-Clarity and Evidentiary Service

PSG implemented ClimaCall’s core modules (Calendar Scheduling, Work Orders, Customer & Property, Invoicing & Payments).

1. Data Centralization: ClimaCall established one home for all customer profiles, property records, and comprehensive equipment history, eliminating information silos and ensuring immediate access to diagnostic and preventative maintenance (PM) context.
2. Field Transparency: The Mobile Work Orders feature, which includes required photos, notes, and signatures, allows PSG’s field team to build trust built on evidence. Furthermore, the Live Scheduling Board provides real-time job status and precise ETAs, drastically reducing non-billable time spent on customer phone tag.

Results: Accelerated DSO and Operational Alignment

By establishing one predictable, seamless path—”click-to-clarity”—from the first customer call straight through to the paid invoice, PSG saw immediate and measurable improvements in efficiency and customer satisfaction.

• Improved FTFR Potential: Technicians arrive with the necessary context, maximizing the potential to resolve issues on the initial visit.
• Enhanced Service Visibility: Customers are now actively “in the loop” with photo-rich service updates, cementing PSG’s hallmark of transparency and turning first-time customers into loyal fans.
• Accelerated Revenue Cycle (DSO Reduction): Utilizing Invoicing & on-site payments, PSG ensures closeout on the driveway, not days later, significantly reducing Days Sales Outstanding (DSO).
• Future Scope: PSG plans to further extend transparency via the Customer Portal and automate bookkeeping via QuickBooks sync.

PSG’s success proves that comprehensive field transparency, powered by ClimaCall, is the fastest route to reliable revenue realization and “Trusted Comfort. Every Season.”