“They have that information on their phone before they even get out of the car” – AMPER Flow at TechServ HVAC
“Before AMPER Flow, our technicians called the office three or four times per job just to check whether the equipment was still under warranty. Now they have that information on their phone before they even get out of the car.”
Marek Kowalski, Service Operations Manager, TechServ HVAC
A company that grew faster than its processes
TechServ HVAC is an air conditioning and ventilation service company – 45 employees, hundreds of sites in their portfolio, and a dozen or more service jobs every day. The company grew organically over the years: new contracts, new technicians, new buildings to look after. Operational problems grew alongside the business, just more slowly – for a long time, they were simply “part of the job.”
Marek Kowalski, who oversees service operations, knows exactly when he started looking for a solution. “For years we treated those calls as a normal part of the day. Technicians call, the office checks, technicians go. It wasn’t until we started counting how much time it actually took – both for the technicians and for the people in the office – that we realised it was a real cost.”
A problem that costs more than it looks
Every service job at TechServ started with a question nobody could answer from memory: is this piece of equipment still under warranty?
It sounds like a minor detail. In practice, it looked like this: a technician arrives on site, stands in front of the equipment, and doesn’t know how to bill the work. If the warranty is active, the repair is free for the client and handled differently internally. If it has expired, the client pays. If the equipment is covered by a service agreement, the procedure is different again. To find out, the technician called the office. The office searched through spreadsheets, emails, sometimes paper folders. It took anywhere from a few minutes to a quarter of an hour.
With three to four calls per job and a dozen jobs a day, the scale of the problem was significant. On top of that came the frustration – the technician waited, the client waited, the office dropped whatever they were doing.
“It wasn’t just lost time,” says Kowalski. “Mistakes happened. Someone searched too quickly and said the warranty had expired when it was still valid. Or the other way around. Then came conversations with the client, explanations, credit notes. Every situation like that cost us time and damaged the relationship.”
The decision to implement
TechServ was looking for a system that would solve a specific problem – not a general-purpose management platform. The requirements were clear: technicians need access to equipment and warranty information without calling the office, and the office needs to manage that data in one place.
AMPER Flow met those requirements. Every piece of equipment in the system has a complete history attached to it: technical specifications, installation date, active warranties – both manufacturer warranties and those arising from service contracts – and the full history of previous jobs. When a technician opens a work order in the mobile app, all of that information is right there. Before they get out of the car.
What the rollout looked like
The first step was moving equipment and warranty data out of spreadsheets and into the system. “That was a job we’d been putting off, because we knew it had to be done properly in one go,” Kowalski admits. “But once we did it, we noticed the difference almost immediately.”
Technicians received the mobile app on their phones. Training took a few hours – the interface is simple enough that it didn’t require days of onboarding. The office started managing jobs, warranties, and contracts from a single panel.
The change in day-to-day operations was visible within the first week.
What changed
The most noticeable change was – as Kowalski puts it – “calm.” Technicians stopped calling with warranty questions. The office stopped interrupting its own work to search through documents. Everyone knew what to do, because the system delivered the right information at the right moment.
There was also an effect they hadn’t expected: better communication with clients. “When a technician is on site and says – ‘this unit is under warranty until next March, so the repair is free’ – no searching, no calling, right there on the spot – the client feels it. They feel that the company is professional and has its processes under control.”
Another change involved maintenance scheduling. TechServ has contracts that commit them to regular equipment inspections. Previously, tracking those deadlines fell largely on one person in the office. AMPER Flow generates inspection tasks automatically – the system reminds you two weeks out that a specific piece of equipment at a specific site is due for a review.
“We stopped worrying about missing something,” says Kowalski. “And that’s something you can’t put a price on – until the day you have a client problem because an inspection slipped through.”
Numbers that speak for themselves
Marek Kowalski doesn’t share detailed financial figures, but he’s clear on one thing: the time that technicians and the office used to spend on calls and document searches is now spent on things that create value.
“We have the same number of people and we’re handling more jobs. Not because we work faster – because we stopped wasting time on things the system can do for us.”
For companies that recognise this problem
If your technicians are calling the office for information they should already have – that’s exactly the problem AMPER Flow solves. Not just for HVAC companies. Elevator service, fire protection, renewable energy, facility management – anywhere a field technician needs context and the office needs order.
The Free plan costs nothing and lets you try the system with no commitment.
