Client Overview
- Industry: Home Services (Residential Maintenance & Preventative Care)
- Location: United States (Kansas & Nebraska service areas)
- Company Size: Small-to-Medium Business
- Key Operations / Services: Subscription-based home maintenance services — HomeFix, SafeHome, SeasonShield plus appointment scheduling, technician dispatch, and customer portal.
- Existing Systems & Processes: Manual scheduling via spreadsheets, paper-based service logs, basic accounting software with no integration to operations, and separate communication tools for customers and staff.
Challenge
FixSure faced major inefficiencies due to disconnected systems. Scheduling conflicts were common, subscription renewals were tracked manually, and there was no unified way to view customer history. Staff spent hours every week on duplicate data entry between accounting, scheduling, and service reports. The lack of automation also limited scalability, making it difficult to expand service areas without increasing administrative overhead.
Objectives
- Automate subscription billing and renewals.
- Centralize customer data, including service history and portal access.
- Streamline appointment scheduling and technician dispatch.
- Reduce manual data entry and unify accounting, sales, and operations.
- Improve customer communication with automated reminders and portal-based updates.
Solution
- ERP Template Chosen: Home Services ERP Template (Odoo-based)
- Modules Implemented: Sales, Accounting, Subscriptions, Field Service, Calendar, Website, CRM, Project, Portal, and Email/SMS Marketing.
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Customizations / Integrations:
- Customer number generation in [Property Type]-[Unit Number]-[6 digit Unique Customer Number] format.
- Automated appointment filtering by active subscription type.
- Consolidated all service visits into a single “Scheduled Visits” project with custom fields for booking type, customer number, and visit details.
- Custom public scheduling page (/schedule) with real-time availability.
- Service history log embedded in Contacts.
- Implementation Approach: Phased rollout over 8 weeks starting with subscription and accounting automation, followed by scheduling, portal, and service history integration. Comprehensive staff training provided.
Results
Quantitative:
- Reduced scheduling errors by 85% within the first two months.
- Cut admin time for subscription renewals and invoicing by 60%.
- Increased on-time service visits from 78% to 95%.
- Reduced customer response time from an average of 24 hours to under 4 hours.
Qualitative:
- Improved technician productivity through real-time scheduling and mobile service logs.
- Enhanced customer satisfaction with automated appointment reminders and accessible service history.
- Management gained complete visibility into revenue, service performance, and customer retention metrics.
Client Quote:
"This system has transformed how we operate. We can now focus on growing our service areas without worrying about admin bottlenecks. Our customers love the portal, and our team works more efficiently than ever." — Ethan Avalon, CEO, FixSure
Lessons Learned
- Early staff training on mobile access and portal functions accelerates adoption.
- A phased approach helped the team adapt to automation without overwhelming them.
- Integrating customer history directly into the CRM reduced back-and-forth between departments.