Boosting transparency for field technicians improves close rates and customer service

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Customer: Lazer Home Services

Industry: Home Repair Services

Result: 10% increase in close rate, average sale increase of 60%

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Lazer Home Services provides plumbing, electrical, heating and cooling services using only high-quality materials. While they guarantee 100% reliability, they look to deliver a great customer experience first and foremost.

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The challenges

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“I can't be everywhere,” said Service Manager Jarod Skau. “I'm out in the field, helping on projects. I'm helping this business grow, and at the end of the day, I don't have the bandwidth to get with everybody to make sure we're delivering that service we're promising.”

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A big part of success at Lazer Home Services is their consistency of service, but it was hard to translate training into customer homes. The service department was also stretched too thin. Service Manager Jarod Skau needed a pulse on how field technicians delivered the service experience to customers, and where to improve. “Every tech's a little bit different on how they approach our customer, how they approach a solution,” Jarod said. “I don't want to see their individuality come out of them at all, but I do want to see them follow our process and what we expect.”

Rilla offers better training accountability

Jarod can’t be everywhere, and adopting Rilla means he doesn’t have to be. He no longer has to worry about ride-alongs, and he can quickly pinpoint any weak spots in processes. He’s gained a better understanding of how technicians deliver services in customers’ homes—and that’s translated into increased revenue.

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“[Rilla] gave me a better sense of pain points, how to best close those calls, help our customers, and see what we’re missing,” Jarod said. “I'm able to fill in the blanks and prepare for training.”

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There’s always a moment of friction when adding an element to an existing process, but Lazer Home Services technicians saw the benefits. “Instead of, ‘Oh no, I’ve got my boss in my pocket all the time,’ they quickly found out that wasn't the case,” Jarod said. Now it's just routine: a customer clicks the company’s software, dispatch arrives, technicians open Rilla, and they do their job. “At the end of it all, what they saw was an opportunity for me to help them,” Jarod said.

The results

Since Lazer Home Services began using Rilla, they’ve seen a marked improvement in average sale and close rate, and quickly onboarding new members.

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“Our close rate, which is up on average about 10%, went from about a rolling in the upper sixties to almost 80% across the board, and our average sale has increased by about $250 across the board,” Jarod said.

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Jarod can zoom in on the things that need to be introduced to the group on a weekly basis or on a 1:1 basis. He can take the time necessary to dive into the technical aspects of the job, and it allows him to be a better service manager.

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“I have a better sense of how we're doing, and I have a better sense of how effective my coaching is. I can spend a whole lot more time on the ‘why’ instead of just the ‘what’ and the ‘how,’” Jarod said. It frees up a lot more space for Jarod to create better technical technicians and, ultimately, work on delivering great customer service.

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“Partnering with Rilla was a great decision. It allows me to coach and train these technicians on the areas they need to be trained—a lot of areas I can't physically see,” Jarod said. “Now I'm able to get the feedback almost immediately from these calls and even be able to coach them almost in real time.”

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