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
90%
Of jobs dispatched automatically
220+
Service technicians across 8 locations
Rick Rogers on going with Probook.
“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
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 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 & ComplianceWhy Probook: a partner that learned the business
Del-Air evaluated several vendors before choosing Probook, in large part because of how deeply Probook understood dispatch.
“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 · CEOThe 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
Looking ahead
By consolidating dispatch, 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 solution “would do themselves well by having a conversation with Probook.”
