To many home services businesses, delivering a superior customer experience from start to finish on every job seems more like a pipe dream than a realistic goal. Whether it’s a mismanaged intake, dispatching the wrong technician, miscommunication across teams or barely breaking even with margins – smooth operations can feel like a crapshoot at times.
For these reasons, Sera’s Field Service Management (FSM) software helps home service businesses manage and streamline their operations, offering an all-in-one booking platform that uses AI to ensure the correct technician gets the right job at the right time.
But making appointments and dispatching field technicians is only part of the picture. Taking, making, and managing contact forms and phone calls — both from customers and between employees — is central to running a business in this industry.
And while Sera’s FSM could help contractors work jobs efficiently, phone calls weren’t connected to the platform, and records of customer communications had to be kept manually.
As larger companies in the FSM space took call tracking capabilities in-house – Sera wanted to remain true to its strengths while aligning with a partner who could scale along with their customers’ growing businesses.
Enter Call Tracking by CallRail.
Sera identifies gap, acts quickly to improve visibility into phone calls
As a growing company in the FSM space, Sera sought a dynamic call tracking partner that was able to innovate and scale alongside them and their growing customers. That’s why they partnered with CallRail, integrating their FSM with CallRail’s industry-leading call tracking capabilities.
Robinson Air is Oklahoma’s highest-rated HVAC service company for homeowners — and a top Sera customer. The company is renowned for its high standards, but until recently, its customer communication didn’t match the quality of its work.
“We have a bunch of field technicians who are always out of the office on jobs. It used to be a challenge coordinating with them and trying to piece together all of their communications in Sera,” says CJ Boydstun, Controller at Robinson Air.
“Some messages inevitably slipped through the cracks, leading to angry customers and complaints. It made us look unprofessional.”
To satisfy Robinson Air as a customer of its platform – and home services businesses like it – Sera partnered with CallRail to improve their product’s visibility into phone calls and other communications.
A single source of truth for all communications, both in the office and in the field
Sera wanted to make it as easy as possible for home services businesses to track, record, and analyze phone calls and contact forms without needing to leave their platform.
Using CallRail’s open API, Sera was able to integrate call data directly, transforming their platform into a robust Customer Relationship Management (CRM) platform with records of customer interactions and a built-in phone for taking and making calls.
Sera’s fresh call tracking capabilities made life easier for customer support representatives — and made them more productive. Plus, linking call data to jobs allows home service businesses to analyze which marketing campaigns, landing pages, or search keywords lead to more jobs booked.
According to Alexis, Customer Service Representative at Robinson Air, “I no longer have to open tons of separate tabs just to piece together who’s calling and what they want. The CallRail and Sera integration means everything’s right there in front of us — all the information is super easy to find.”
Alexis’ colleague CJ agrees. “Before the integration between Sera and CallRail, we used to do a ton of back and forth in the office. When customers would call with a request, we’d have to update the job in Sera, then call to let our field agents know about the changes — and finally, we’d confirm with the customer that we’ve communicated the changes. Now, because of the integration, we can do this all from one place,” CJ says.
Robinson Air’s field agents also leverage CallRail’s Lead Center app to communicate with both their customers and support agents while out on jobs. Lead Center, CallRail’s unified communication inbox, provides a one-stop-shop where home services businesses can contact customers or analyze previous customer communications. With the Lead Center app, field agents can stay on top of customers’ requests at any time, from anywhere.
Providing the missing piece of the puzzle for Sera’s customers
As CJ comments, “When someone comes to me and says ‘Hey, there’s an issue with this customer,’ I can use CallRail’s call transcripts to skim through the conversation and find the context around the issue. I no longer need to sift through entire conversations to get to the bottom of why a customer is unhappy.”
Sera’s partnership with CallRail delivers more than just time-savings. CallRail's Conversation Intelligence automatically transcribes all calls, outbound and inbound, and uses AI to surface key insights. This allows customer service representatives to quickly and easily identify and troubleshoot problems.
“Sera customers now can link every aspect of their operations — customer calls, bookings, and invoices — together in a single platform. They have everything they need to manage their business and keep customers happy,” Chris says.
Helping Sera’s customers deliver outstanding customer service
Sera and CallRail’s integration has taken Robinson Air’s customer service to new heights. Field agents can communicate with customers directly via the Lead Center mobile app. Better yet, everything they speak about is automatically logged in Lead Center — meaning in-office customer support representatives can stay up to date and in the know.
This drastically cuts down the time field agents spend on the phone. “They used to have to ring the office and let us know of any changes or updates to bookings. Now, they can just take care of this in the Lead Center app and we automatically see any changes,” adds CJ.
Throughout developing the Sera x CallRail integration, Chris Meseke was impressed with the support he received from the CallRail team.
“Anybody I talk to at CallRail takes ownership, which I greatly appreciate. Even if it’s not their area, they’ll connect me with the right person to solve my issue. It’s incredibly refreshing. Their service is seamless.”
Learn more about becoming a tech partner with CallRail
The best partnerships are mutually beneficial, where partners leverage each other’s tools and technology – and where possible – provide insights that help improve one another’s offerings.
Find out how CallRail can support your business. Reach out about becoming a CallRail technology partner today.
