A new booking on a unit serviced in the past 30 days is tagged as a callback and set to no charge. The service manager gets the original job details, and a monthly list shows which faults and parts cause repeat visits.
Typical results
30 days
Window checked for each new booking
≈90%
Fewer credit notes for repeat visits
Same day
Service manager sees every callback
Figures reflect typical results for this kind of automation.
The challenge
When a customer calls back about the same AC unit two weeks after a repair, the new job often gets booked and billed like any other. The customer is annoyed at paying twice, the office issues credit notes later, and nobody tracks which technicians, parts or job types lead to repeat visits.
Before and after
Credit notes for repeat visits per month
−90%Callbacks per month
−20%The automation
Each new job booked in the field service app is checked against completed jobs at the same address. If the same unit had a completed job in the past 30 days, the new job is tagged as a callback and set to no charge. The service manager gets a message with the original job, the technician and the parts used, and the callback is added to a monthly review list.
How it works
- 01
New job booked
A job is booked in the field service app as usual, by the office or by the customer online.
- 02
History checked
The address and unit are checked against jobs completed in the past 30 days, using the unit's serial number or location tag.
- 03
Tagged as callback
A match tags the new job as a callback and sets it to no charge, so no invoice is raised at the end of the visit.
- 04
Service manager told
The service manager gets a message with the original job, the technician who did it and the parts used.
- 05
Monthly review list
Each callback is added to a review list by technician, fault and part, which the team goes through once a month.
Starts from
- New job booked
- Completed job history
Delivers
- Callback tag, no charge
- Alert to service manager
- Monthly callback review
The impact
Customers are not billed twice for the same fault, and the service manager sees every callback on the day it is booked. Credit notes for repeat visits drop from about 10 a month to 1, and with the monthly review, callbacks fall by about 20% within six months.
Questions about this automation
How does it tell that it is the same unit?
It matches the address first and then the unit, using the serial number, model or location tag recorded on the job, such as the rooftop unit or the bedroom split. If the office booked the job without a unit, the match uses the address and job type, and the service manager confirms the tag.
Can the service manager remove the callback tag?
Yes. If the new visit is for a different fault, such as a new unit or unrelated work, the manager removes the tag from the message and the job goes back to normal billing. The change is kept in the review list, so the monthly numbers stay accurate.
Is 30 days the right callback window?
It is the most common choice, and you set it. Some HVAC companies use 60 or 90 days for compressor and installation work and 30 days for routine repairs, so the window can differ by job type. The check runs on every new booking. Simple automations like this are usually live within days.