PR-4086 · Live
Queue Up
Customers know where they stand in the service queue before they think to call. At the start of the day, every customer with a job on the board gets a text with their place in line and an estimated arrival window. That window updates by text as the schedule shifts. One more text goes out when the technician is on the way, so the customer is at the door ready. The CSR sees the log of everything that went out but doesn't need to send any of it, so the first calls of the day are bookings, not "where is my tech?"
The promise
Every customer with a job today already knows where they stand before they think to pick up the phone. The CSR no longer relays arrival windows off the schedule, fields the same update again when a technician runs behind, or smooths over a missed visit that a heads-up would have prevented. Their morning runs on bookings and the calls that need a real conversation, and every text that went out is on the job if a customer asks what they were told.
How it works
The path from input to value.
- 01
The day's queue is sent
At the start of the day, each customer with a scheduled job receives a text with their place in the queue and an estimated arrival window.
- 02
The queue stays current
As jobs are completed, added, rescheduled, or delayed, the queue updates and customers receive a fresh text reflecting where they now stand.
- 03
Running ahead or behind triggers an alert
When a technician is running significantly ahead or behind schedule, affected customers receive an automatic heads-up before the window passes without warning.
- 04
A text goes out before arrival
Shortly before the technician reaches the property, the customer gets a final text saying the technician is on the way, so they are ready at the door.
- 05
The CSR stays out of it
Every text runs without the CSR sending it. They see the log; they do not manage it.
The day before. The day after.
Same moments. Lived differently.
First call of the day is a 'where is my tech?' The CSR checks the schedule, works out an estimated window, and relays it while the next line is already ringing.
8:00 AMEvery customer with a job today received their queue position and arrival window before the office opened. The first calls coming in are bookings, not status checks.
8:00 AMBefore
First call of the day is a 'where is my tech?' The CSR checks the schedule, works out an estimated window, and relays it while the next line is already ringing.
After
Every customer with a job today received their queue position and arrival window before the office opened. The first calls coming in are bookings, not status checks.
A technician runs behind on a job. Three customers call in the same window. Each one gets a manual update, and none of the callbacks were logged before the queue moved on.
9:30 AMA technician runs behind. Affected customers receive an updated text automatically. No calls come in about it.
9:30 AMBefore
A technician runs behind on a job. Three customers call in the same window. Each one gets a manual update, and none of the callbacks were logged before the queue moved on.
After
A technician runs behind. Affected customers receive an updated text automatically. No calls come in about it.
A customer missed the technician because the window passed without a heads-up. The CSR spends fifteen minutes smoothing it over and rebooking.
11:00 AMA pre-arrival text goes out before each technician reaches the property. The customer is at the door. No missed arrivals logged today.
11:00 AMBefore
A customer missed the technician because the window passed without a heads-up. The CSR spends fifteen minutes smoothing it over and rebooking.
After
A pre-arrival text goes out before each technician reaches the property. The customer is at the door. No missed arrivals logged today.
Afternoon push. Status calls mix in with booking calls. Each one costs two to three minutes the CSR does not have.
1:30 PMAfternoon queue is bookings and real issues. Status calls are not in the mix.
1:30 PMBefore
Afternoon push. Status calls mix in with booking calls. Each one costs two to three minutes the CSR does not have.
After
Afternoon queue is bookings and real issues. Status calls are not in the mix.
End of day. A third of the calls logged were status checks that required no action beyond relaying a time.
4:00 PMThe CSR reviews the notification log. Every customer was touched, with nothing requiring a follow-up call.
4:00 PMBefore
End of day. A third of the calls logged were status checks that required no action beyond relaying a time.
After
The CSR reviews the notification log. Every customer was touched, with nothing requiring a follow-up call.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Does not call the customer. Every leg is a text, and there is no voice agent in this product.
- ×Does not handle inbound customer replies to the text notifications. The texts are one-way, so the pre-arrival text does not collect a confirmation or an access-issue response back.
- ×Does not reroute or reschedule jobs; notification timing adjusts to the schedule, not the other way around.
- ×Does not replace the CSR on calls that require judgment, booking changes, or complaint handling.
- ×Does not notify customers for jobs that were never on the day's schedule.