TR Miller is one of Chicagoland's leading home service brands, with 40 service technicians and two dispatchers. After a rapid growth period, TR Miller has turned to operational initiatives to aid their continued expansion plans throughout the midwest.
The Challenge
Being a longtime Nexstar member, TR Miller has always been about dispatching for dollars. However, the high-maintenance batting order they used didn’t tell the full picture, especially when it came to blending their techs' TGL sales with their more traditional average ticket numbers."We used to set the board based on general knowledge rather than data. Seeing the exact dollar amounts really opened my eyes" — Dispatch Manager, Ryan Freeman
Probook Helped TR Miller Get Through Summer With Less Dispatchers
The month of June— TR Miller’s busiest season— saw them down to just two dispatchers. How did only two dispatchers manage 40 technicians so efficiently?
With Autopilot turned on, TR Miller saw its dispatch board build itself without having to lift a finger.
When one of our dispatchers left and two went on maternity leave, we were stuck and planning on hiring just to get through the Summer. This couldn't have came at better timing with Probook’s new AutoPilot product, which allowed us to get through without any additional hires” — General Manager, Jim Sloan
Probook Increased Average Tickets, Flip Rates and Billable Hour Efficiency Company Wide
Probook manages TR Miller’s service and sales teams, so flip rate, average ticket, and total sales per job were the natural metrics to measure. June was an unusually strong month for HVAC, with 54% of TR's calls being demand, so we compared it to July and August 2023, which saw a similar, combined 53% demand rate. This revealed a 9.4% increase in total HVAC sales per job, a 12.1% lift in flip rate, and a 50.1% uptick in billable hour efficiency. Plumbing saw similarly strong results over June 2023, with a 10.7% increase in average ticket and 44.5% lift in billable hour efficiency.
“Probook made us an extra $190,000 this June by increasing our average HVAC sale.” — President, Brian Sloan
TR Miller attributes this growth to getting their technicians to the right calls more precisely. Particularly, funneling more jobs to top performers. Probook reduced TR Miller's HVAC average drive time per job by 22.3%, allowing the top half of their HVAC batting order to run 61.8% more jobs per day, while the bottom half of their batting order remained constant at 3.2 jobs per day compared to last June. Technicians certainly noticed."The service team is performing better, handling more calls with the same staff, and getting home at the same time” said Marty Schulz, Operations Manager.
TR Miller has even leveraged Probook to hire more A players. TR Miller’s field supervisor, and technician of over 10 years, Ryan Laske, can be heard saying “When Aaron and I tell new prospective hires we’re dispatching based on objective metrics, we see that those who react positively end up being true A players”.
Ultimately, Probook brought significant benefits to TR Miller’s top line, dispatchers, technicians, and customers.
“Probook gave us a triple win: more revenue, happier dispatchers, and satisfied customers" — General Manager, Jim Sloan
