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Industry
Engineering & Construction
Country
US
Comfort Systems: Enabling Service Teams and Scaling Success with AI
About Company
Comfort Systems USA is a leading building and service provider specializing in mechanical, electrical, and plumbing building systems. The company's expertise spans construction, modular construction, building services, and building automation systems.
Challenges
Hypergrowth Demand and Talent Gap
Experienced growing complexities across technical equipment, plus a lack of qualified technicians to meet customer needs.
No Simple Way to Measure KPIs
Lacked full visibility on key metrics such as the First Time FixRate and Resolution Time — plus overall service team performance.
Large Number of AssetsAcross all Products
Needed to leverage information from 41,000+ key assets, plus different manufacturers of components and equipment.
Combating the Skills Gap
One of the primary challenges organizations face in the service industry is a talent gap, coupled with the escalating complexity of technical equipment. The scarcity of qualified technicians has necessitated the development of scalable solutions to serve an expanding customer base with limited talent resources. Comfort Systems is no exception. Finding the optimal solution from among 41,000important assets is time-consuming and nearly impossible.
“Aquant has allowed us to capture the experiences of our technicians and build an ecosystem of information. This allows us to instruct a technician on what to do and walk them through the process with Aquant’s troubleshooting capabilities.”- Joe Lang, VP of Service Technology and Innovation, Comfort Systems
Enabling Teams and Scaling Success with AI
By leveraging Aquant, Comfort Systems created an extensive knowledge database, harnessing the collective expertise of over 2,400 technicians. This digital ecosystem stores vast amounts of data and actively aids technicians in real-time problem-solving, regardless of their experience level. With Triage, they established more efficient first-time fixes and reduced resolution costs, enhancing customer satisfaction. Service teams can address issues with greater confidence and much faster.
Improved First-Time Fix and Technician Productivity
By ingesting assets and experts' knowledge, Comfort Systems built a rich knowledge base and increased First-Time Fix Rate by 9%.
Improved Operational Efficiency
By improving onboarding and productivity for technicians, as well as enabling the Support team, Comfort Systems reduced Resolution Costs by 49%.
Built an Extensive Information Ecosystem
Aquant became the foundation of the decision-making process for leaders at Comfort Systems.
