Background
Schneller Knochelmann serves the Greater Cincinnati and northern Kentucky area. Founded in 1928, the company runs over 50 service technicians and remains 100% locally owned.
How Schneller Knochelmann doubled their tech-to-dispatch ratio while launching a new electrical department
Run on Probook2x
Increase in tech-to-dispatch ratio
+9.3%
YOY increase in sales per job
+1
Electrical department launched, no new dispatchers
Jeremy Lee on doubling their tech-to-dispatch ratio.
“We doubled our tech-to-dispatcher ratio while adding a whole new electrical department.”
Jeremy Lee · General Manager, Schneller Knochelmann
The challenge
Schneller Knochelmann wanted to grow without having to grow its dispatch team. Four dispatchers were setting the board by hand, keeping customers up to date, and making sure no opportunities fell through the cracks. Scaling had always meant hiring dispatchers, but every new hire took months to ramp and chipped away at margins.
The team evaluated point solutions, but wanted a partner built around dispatch that also kept customers informed. Probook was the only partner that fit the bill.
Before Probook
4 dispatchers setting the board by hand
Inconsistent appointment updates
Dispatch, validation, and customer updates
Probook runs two workflows for Schneller Knochelmann on one platform:
Dispatch builds the batting order, deep-scrubs every call, and constantly reshuffles the board to ensure techs are sent to the right jobs.
Customer Chat fully automates ETAs, confirmations, and replying to 90% of inbound chats through one local Northern Kentucky number.
A launch built for change management
Probook custom-built a new operating model with Schneller Knochelmann leadership
Rewrote job descriptions and trained dispatchers prior to going live
Sat shoulder-to-shoulder with the team during an on-site launch week, implementing feedback in real time
Providing ongoing support directly inside Schneller’s internal Discord channel, with response times in minutes
The results
2x tech-to-dispatch ratio with the same call volume and number of techs in the field. The smaller dispatch team was freed to help launch the new electrical department.
9.3% YOY increase in average ticket within the first 3 months on Probook
New electrical department launched in early 2026, supported by an existing dispatcher whose scope expanded to cover electrical
Looking ahead
Adding an electrical department without adding dispatchers showed the Schneller Knochelmann team what’s possible when teams don’t have to scale linearly with the business. Leadership now spends less time managing day-to-day operational tasks and more time focused on growing the company. The team is operating with leverage they simply didn’t have before.
