Background
Del-Air is a full-service HVAC, electrical, and plumbing provider with eight locations and more than 220 service technicians across Florida. Founded in 1983, it has grown into one of the largest home services contractors in the state.
22 → 10
Dispatchers, consolidated across 8 locations
16,000
Calls handled by AI monthly
74%
Containment rate
“Probook was the only AI company we trusted to run our dispatch function. It let us consolidate across all eight locations, and we more than doubled our tech-to-dispatch ratio.”
Steve Ramthun · VP of Sales, Del-Air
Rick Rogers on going with Probook.
The challenge
Coordinating 220-plus technicians across eight locations is a hard problem for any team. Del-Air’s dispatchers were perpetually stretched thin between finding opportunities on the board, talking to technicians in the field, and scrambling to keep customers up to date.
And the company kept growing, organically and through acquisition, so call center and dispatch overhead kept climbing with no end in sight. Del-Air needed a better way to scale.
Consolidating eight locations into one
Del-Air started with dispatch. Within the first three months on Probook, they centralized the entire function at their Lake Mary office, going from 22 dispatchers across eight locations to a central team of 10. That more than doubled their tech-to-dispatch ratio, and today about 90% of their call assignment happens automatically, without human intervention.
“The process used to require three people, from taking the call to placing the job to dispatching it. Now with Probook, our people focus on everything after the technician arrives.”
Terrence Fraser · Manager, Performance & ComplianceA call center they could finally scale
Del-Air also needed a CSR solution it could grow with. Its previous setup had grown prohibitively expensive as the business grew. After a thorough vendor evaluation, they chose Probook, in large part because of how deeply Probook understood dispatch, the foundation everything on the front end is built on.
“They provide best-in-class support. They understand not every business is the same. We’re very unique at Del-Air, and they took the time to come in, learn our business, and adapt their product to our strategy.”
Rick Rogers · CEOAI on the front line
Today Probook is the front line for Del-Air’s inbound calls. In May it handled 16,000 calls, containing 74% of them without human intervention. Every inbound call now touches AI first, and Del-Air is among the first contractors its size to go fully AI on inbound.
The results
Dispatch consolidated from 22 to 10, centralized across all eight locations (more than 2x tech-to-dispatch ratio)
90% of dispatching now happens automatically
16,000 inbound calls handled by AI monthly
74% containment rate on AI-handled calls
Looking ahead
By consolidating dispatch and going AI-first on inbound, Del-Air built a model that scales with its growth instead of straining against it. As CEO Rick Rogers puts it, “anyone looking for an AI dispatch or AI CSR solution would do themselves well by having a conversation with Probook.”
