The challenge
Emergencies needed instant dispatch, but assignment took 28 minutes of phone tag. Homeowners with water on the floor kept calling back, because nobody could give an ETA. Reviews after a rescue happened only when someone remembered to ask.
What we built
- Emergency dispatch drafted from the intake, nearest available tech first, for a person to approve
- Live text tracking, so homeowners see the ETA
- Job records and pricing on the tech's phone at the door
- A review request after every job, sent automatically
The results
An emergency call now reaches an approved tech dispatch in < 6 minutes, and the homeowner gets 1 live tracking link. Each approval takes < 15 seconds, and automated post-job review capture rose from < 5% to 25%+.
How we did it: Configured, not custom-coded. We built the emergency path first and everything else around it, then rolled out with the on-call crew.
Frameworks at work: Nothing Leaves Unsigned · The Never List
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