# Field services firm: 38 percent fewer missed callbacks

Source: https://getstartedwithai.net/case-studies/field-services-scheduling-38-percent-fewer-callbacks
Site: Get Started With AI
Tagline: Build AI automations that actually run your business.
Audience: solo professionals, freelancers, consultants and AI implementers in training
Contact: hello@getstartedwithai.co.uk

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# Field services firm: 38 percent fewer missed callbacks

A field services firm with 85 staff and a fleet of engineers struggled with missed callbacks: customer requests for follow-up that never made it into the schedule. The build was a scheduling automation that lived inside the existing job management system. Three months in, missed callbacks were down 38 percent against the baseline.

## The before

The dispatch team handled scheduling out of the existing job management system. Callbacks (customer requests for follow-up after the initial visit) were captured by phone, email and in the engineer's notes. They were tracked in three different places, none of them the schedule. Some made it into the next available slot. Some did not.

## The build

A small automation watched all three sources for callback requests, normalised them into a single queue, and proposed a slot in the existing schedule with the right engineer pre-selected. Dispatch confirmed or adjusted; nobody had to remember to chase.

- Callbacks captured automatically from email, phone notes and engineer reports.
- A single queue with proposed slot and engineer.
- Dispatch approval in two clicks.
- No change to the customer-facing process.

## The outcome

- Missed callbacks down 38 percent against the prior-quarter baseline.
- Average time to first follow-up reduced by 4 days.
- Customer satisfaction up; the cancellation rate on planned visits dropped 12 percent.
- Build paid for itself inside the first quarter on retained revenue alone.

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## Questions people ask before they start

### Why was the baseline so important?

Without a baseline the saving could not be defended. The dispatch team had a sense the problem was getting better, but until the build measured against the prior quarter, the team had no way to defend the investment with the finance partner.

### Could the team see the queue at any time?

Yes. The queue lived inside the existing job management system as a tag, so dispatch did not need to learn a new tool. The Bus Test held because anyone in dispatch could pick up the queue without needing a hand-over.

### Why did engineers not just put callbacks in the schedule themselves?

Some did. Most did not, because they were on a job and the easiest place to capture the request was the notes field. The build met them where they were rather than asking them to change behaviour.