Four branches each ran their own phone habits - some on legacy PBX, some forwarding to cell phones. Customers could not reach dispatch consistently. ClearConverse delivered one cloud platform with centralized queues, supervisor wallboard, and mobile tools for technicians in the field.
Background
Summit Home Services handles HVAC, plumbing, and electrical dispatch across four branches. Seasonal demand swings are extreme - mild weeks vs heat-wave overload. Each branch had evolved different phone habits, making corporate reporting impossible and customer experience inconsistent.
Business challenges
- No centralized view of queue depth or abandon rate across branches.
- Technicians used personal phones; customers saw random caller IDs and missed callbacks.
- Overflow during heat events went to voicemail; dispatch manually called back hours later.
- Supervisors could not coach agents without call recordings.
- Adding seasonal agents required hardware lead times at two branches still on legacy PBX.
Objectives
- One branded customer experience on a single published service number.
- Real-time visibility for managers during demand spikes.
- Mobile business identity for field techs without personal number bleed.
- Scale agent capacity in hours, not weeks, during seasonal peaks.
- Integrate voice with SMS appointment confirmations.
Our approach
ClearConverse designed a hub-and-spoke model: national service number into skill-based queues (HVAC, plumbing, electrical, billing), with branch overflow pools and geographic time conditions. Wallboard analytics gave supervisors live metrics. CrystalQore provided SMS templates for appointment windows and technician en-route texts.
Implementation
Operations mapping
Shadowed dispatch at two branches during peak day. Mapped call types, average handle time, and escalation paths.
Platform standardization
Migrated Branch 1 (legacy PBX) and Branch 3 (cell-forward chaos) first. Established golden config template for queues and IVR.
Queue & wallboard rollout
Deployed supervisor wallboard at each dispatch center. Trained leads on abandon thresholds and overflow to sister branches.
Field mobile & SMS
Issued softphone profiles to field supervisors. Enabled SMS templates for booking confirmations and 'tech on the way' messages.
Branches 2 & 4 migration
Cloned proven config. Completed four-location unification with corporate reporting dashboard.
Solutions deployed
Technical highlights
- Skill-based routing with branch overflow when local queue exceeds 3 minutes.
- Supervisor barge and whisper for live coaching.
- Unified CDR export for operations review.
- Geo-redundant failover routing on SIP trunks.
- Role-based CrystalQore access for dispatch vs field supervisors.
Business impact
- Corporate leadership finally sees one dashboard for customer contact performance.
- Customers reach dispatch faster during heat waves - when revenue is won or lost.
- Technicians keep personal numbers private while staying reachable on business identity.
- Operations team cites ClearConverse support responsiveness during first major post-launch heat event.
“Daniel at Clear Converse is amazing. He is on top of everything. The service is great. The technology they use is amazing and reliable. Definitely recommend them.”
Director of Operations, Summit Home Services
Composite narrative representing multi-location field-service deployments. Metrics reflect operational benchmarks from phased rollout.