A Spaid engineer maps where communication gaps generate inbound status calls, automates customer touchpoints from FSM job status changes, and monitors completion rate daily.
Inbound status calls are the most visible symptom of a broken communication process — but the cost goes further. Every customer who doesn't hear from you is a retention risk, a review risk, and a membership renewal risk. The fix is in the FSM data, not in training people to call more.
A 50-tech shop generating 40–60 inbound status calls per day is absorbing 3–5 hours of CSR capacity that could be handling inbound sales calls. Each status call is a direct cost of the communication gap — entirely preventable with FSM-triggered automation.
40–60 inbound status calls/day for a 50-tech operationThe highest-frequency customer complaint in field service isn't tech quality — it's “I didn't know when they were coming.” ETA communication failures drive negative reviews, cancellation calls, and repeat booking hesitation.
ETA uncertainty is the #1 driver of field service negative reviewsCustomers who don't receive post-service follow-up renew memberships at 30–40% lower rates than those who do. The connection between post-service communication and retention LTV is direct and measurable.
30–40% lower renewal rate without post-service follow-upAsking CSRs to proactively communicate every job status change at scale doesn't work. Building automation that fires from the status changes already happening in the FSM does.
Depends on dispatcher bandwidth during peak periods. Inconsistent — some customers get the call, others don't. Doesn't scale.
Training techs to call ahead generates compliance for 2 weeks. Not reinforced, not monitored, reverts to baseline.
Shows up after the experience, doesn't improve it. Survey completion rates low, action rates lower.
Manager or CSR manually reviews completed jobs and assigns follow-up. Fails under volume, falls through between shifts.
Dispatch confirmation, ETA update, job completion, follow-up offer — each fires automatically when the status changes in your FSM. No manual step required.
Maps inbound status call volume to communication process failures — which job types, which dispatchers, which time windows generate the most “where's my tech” calls.
How your best CSR communicates job timing, ETA windows, and what to expect — encoded into onboarding and rep-level coaching.
Daily flag when communication completion rate drops below baseline — surfaces patterns before they become a volume problem.
FSM-triggered automation. Rep-level coaching. Daily completion monitoring.
Connects to FSM job status via API. Dispatch confirmation, ETA update, job completion, and post-service follow-up all trigger automatically from status changes your team is already making. No new step, no new tool, no new training required for your CSRs or dispatchers.
Analyzes inbound call transcripts to identify which job types, which dispatchers, and which time windows generate the most status inquiries. Maps the communication gap to a dollar value — CSR time absorbed, booking capacity reduced, customer experience degraded.
Scores each CSR's customer expectation-setting against top-performer patterns. Surfaces which reps leave customers without a clear ETA window, which reps don't confirm the appointment, which reps don't offer membership at the right moment.
Tracks communication completion rate across all job types and branches daily — dispatch confirmation rate, ETA communication rate, post-service follow-up rate. Flags when any stage drops below baseline, with enough lead time to address root cause.
Our Full-Operation Audit (Days 1–30) maps every revenue leak — field and back of house. If we don't identify at least $200,000 in recoverable annual revenue, we refund Phase 1 in full. You keep all audit deliverables.
After kickoff, we ask for about 30 minutes a week of your ops leader's time.
We'll start with a recent export or sample call data from your FSM and call system, show you the biggest leaks, and scope the engagement. Full access happens only if you proceed to the audit.