PR-4086 · Live
Live Line
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, and that window updates by text as the schedule shifts through the day. Shortly before each technician arrives, an outbound call confirms the visit and gives the customer a last chance to flag an access issue. The CSR sees the log of everything that went out and does not send any of it, so the first calls of the day are bookings, not "where is my tech?"
The promise
The CSR's day stops starting with a queue of customers calling to ask when their technician is coming. The platform already told them.
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 call goes out before arrival
An outbound AI call agent contacts the customer shortly before the technician arrives, confirming the visit and giving the customer a final chance to flag access issues.
- 05
The CSR stays out of it
Every notification and call 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 call goes out before each technician reaches the property. The customer is ready. 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 call goes out before each technician reaches the property. The customer is ready. 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 handle inbound customer replies to the text notifications.
- ×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.