Emergency call triage for a regional HVAC firm
Out-of-hours calls went to an answering service that took messages. They are now triaged by urgency and dispatched to the nearest engineer carrying the right parts.
A message taken at 2am is not a dispatch
Brightflow covered 400 commercial contracts across three counties. Out of hours, an answering service took a name and a number. The on-call engineer picked up messages when they woke, by which point some sites had been without heating for six hours.
Triage first, then match to a van
The agent asks a short structured set of questions, classifies the fault and assigns an urgency band against the contract SLA. It then matches the job to the nearest on-call engineer whose van stock covers the likely part, and sends the address, fault summary and site history to their phone.
Gas and electrical go straight to a human
Any mention of gas smell, smoke or electrical burning skips triage entirely and connects the caller to the on-call supervisor while sending an SMS alert. That path was tested weekly for the first quarter.
Engineers dispatched while the caller is still on the line
Median time from call to dispatch fell 38 minutes. Full out-of-hours coverage let Brightflow sell an emergency response tier it had previously declined to offer, worth around £140,000 in its first year.
The engineer knows the fault and the part before they are out of the driveway.
BMService Manager, Brightflow Mechanical