When Harold Case bought Sonlight Services in 2021, it was already one of the most proven septic services and drain cleaning companies in the broader Lancaster County, Pennsylvania, region.
The company had three trucks, a dedicated team of technicians, and consistently healthy annual revenues. But there was one thing Sonlight Services lacked: A smooth and efficient way to keep up with work orders, to dispatch trucks effectively and to follow-up with customers after their initial service call.
To say that Sonlight Services relied on primitive methods might be an understatement. Their system involved work orders written on strips of paper that were then affixed to an old bulletin board. In the morning, technicians would simply grab the slips they wanted to handle that day — a dispatch method that was haphazard, to say the least.
With this old-fashioned system, Sonlight Services was inconsistent in how quickly it responded to job requests. Even more problematic was the fact that there was no way of recording customer histories, making it challenging to provide customized care or follow-up for recurring appointments effectively.
Erasing skepticism
Case knew that embracing a more cutting-edge system would help streamline scheduling, enhance customer service and ensure more consistent follow-ups. He chose Housecall Pro on the basis of its competitive price point and overall value, plus the easy and intuitive interface.
Case says some of his technicians were initially skeptical about abandoning a familiar methodology in favor of more advanced tech, but they acclimated quickly and ultimately found that Housecall Pro made their jobs easier. The software has provided Case and his team with a better handle on scheduling, managing customer relationships, tracking calls and ensuring jobs are completed in a timelier manner.
Case says he and his team have especially benefited from Housecall Pro’s automated follow-up capabilities, which make it seamless for Sonlight Services to send emails, text messages and phone calls to potential leads and past customers.
“Being able to follow up and say, ‘Did you know it’s been three years since your last septic service’ has been a game-changer for generating repeat business,” Case says.
Customer service assist
Housecall Pro offers a number of other features that have helped Case and his team ensure higher standards of customer service, all while dispatching trucks more efficiently and keeping their sales pipeline full. Examples include:
AI call answering, making certain that anyone who calls after-hours is given the information they need (and verifying that their information is captured for prompt follow-up).
Automated dispatching, ensuring trucks are sent to job sites in a timely manner and technicians are equipped with detailed information about the customers they are serving.
Online appointment-setting, providing local home and business owners with an easy way to get the septic care they need, when they need it.
All these features have transformed the way Sonlight Services nurtures leads and builds out a robust database of recurring customers, says Case.
Expansion opportunities
After abandoning the corkboard in favor of Housecall Pro, Sonlight Services has dramatically increased its ability to retain customers and build the business. Since turning to Housecall Pro, the company has expanded to five trucks, a broader market and annual revenues totaling more than $1.8 million. Housecall Pro has also empowered the company to increase its favorable reviews on Google from 50 to more than 800 — a significant reputational advantage.
Additionally, the team’s improved efficiency has opened new opportunities for service diversification. Sonlight Services now not only cleans but also offers portable restrooms and septic repair and installation.
