Lion Home Service is Northern Colorado’s premiere HVAC, plumbing, sewer, and electrical company. Based out of Fort Collins, their technicians serve the Interstate 25 corridor all the way up through southern Wyoming.
Lion is a Metrics-Driven Organization
“We’re a metric-driven organization and have always run a tight ship,” said Operations Director Alyssa Porta. Alyssa regularly posts technician performance metrics, updated daily, for the entire dispatch team to see. When the Probook team first came onsite on May 28th, Alyssa fell in love with the insights that instantly became available to her team. But she was even more excited about the lift in performance she had heard so many others experience.
Probook Increased Average Sale 18% YOY
“Since integrating Probook into our operations, we've seen our average ticket value soar by an impressive 18%” said Alyssa.
Flip rate was especially higher over the same period last year, which is a by product of how Probook tracks sales all the way through the install, accurately crediting techs who flip.
"Probook has made our dispatching more efficient, allowing us to handle more calls without increasing staff. The results speak for themselves." — General Manager, Bart Palmer
Dispatchers Love Probook’s Structure
Dispatcher Krystin Hines enjoys how structured Probook makes assigning the board.
“Probook has halved the amount of work we do daily." — Lead Dispatcher, Krystin Hines
Monica Ramos, another member of Lion’s dispatch team, explained that she’s noticed an increase in 5-star Google reviews now that they have more time to spend on the phone with customers, answering their questions and giving them more accurate arrival windows. “The positive feedback from customers has been amazing,” said Monica.
Putting It All Together: The ROI
Probook delivered measurable success across all service lines when compared to June 2023, as well as January 2024’s Arctic Freeze, which brought similar demand volumes as this June.
Since launching Probook, HVAC flip rate is up 49.7% over the same period last year, while overall sales per job is up 19.7%. Lion employs a selling tech model, which means Probook funnels their top technicians a combination of estimates and their best service calls.
Probook also made a heavy dent in Lion’s driving time. Before Probook, Lion’s average route was 27 minutes. Since launching Probook, their average drive is now less than 21 minutes.
“All the dispatchers are trusting Probook. They quickly learned how to make it work, and it's been driving our dispatching decisions since our first day with them." — General Manager, Bart Palmer
Conclusion
Alyssa explains, “Their exceptional customer service has been a game-changer, consistently exceeding our expectations. Our dispatch team is now more efficient and evolving as a department, thanks to the positive impact Probook has made”.
