How Rescue Air and Plumbing Tripled Plumbing Department Revenue Through Rilla

About Rescue Air and Plumbing

Rescue Air and Plumbing operates HVAC and plumbing service businesses, managing operations with multiple technicians in the field handling 30 to 40 calls per day. The company manages both air conditioning and plumbing service lines, with complex operational demands around scheduling, call handling, and customer communication. Before implementing Rilla, the team struggled to provide consistent coaching given the volume of field calls and the impracticality of physical ride-alongs across their entire service operation.

Virtual Coaching Driving Exponential Growth and Service Excellence

Rescue Air and Plumbing faced a fundamental operational constraint: with 30 to 40 service calls happening daily, it was impossible for managers to physically ride along with technicians to coach them. This operational reality left significant potential on the table. Virtual ride-alongs through Rilla became the solution to scale coaching across their entire service operation.

"There's just not enough hours in the day to ride with every single technician on every single call," explained the company leadership. "When you're trying to run 30, 35, 40 calls a day, you just can't do it. With Rilla, you can." The platform transformed coaching from an impossible task to a manageable, continuous process.

One of the most revealing discoveries came when the company used Rilla's keyword tracking feature to search for mentions of "family plan" and "membership" in service calls. The findings were eye-opening: 60% of the time, technicians weren't even mentioning the membership program during their customer interactions. This single insight unlocked tremendous revenue potential.

Once technicians and managers realized this gap through Rilla data, behavior changed immediately. The team began discussing family plan and membership benefits as a matter of course. The impact rippled through the organization as technicians understood exactly where they were falling short and what they needed to improve.

The results were transformational. Rescue Air and Plumbing achieved consistent 10 to 20% week-over-week improvements, particularly in the first 4 to 6 weeks of intensive Rilla engagement. The company observed that technicians who fully bought into the platform and actively reviewed their own data experienced the most significant gains. As one manager noted, "When they see that the product helps them get better, they use the product more, and it just steamrolls."

"Rilla gives you a third set of eyes in the conversation so you can address any issues, overcome objections. That's why we've doubled our reviews. Customers are happy, they give us good reviews, word of mouth goes from there."