Residential HVAC Service, Install & 800-Member Care Plan · Wesley Chapel, FL
01 · The "Before" Reality
Before Manuela mapped Fulfillment, iCare tracked job status after the tech left the driveway by slapping various tags onto jobs inside Housecall Pro. Because tags have no visual board, no stage aging, and no single owner, jobs sat unclosed for weeks, warranty parts and county permits were forgotten, and Tim had to personally review every completed ticket at night to close jobs and calculate technician spiffs.
02 · Single Constraint Diagnosis
Two-Stage Constraint Evolution: 1. Constraint #1 (Sprints 1-2): Owner Throughput Bottleneck in Fulfillment & Tag Chaos - every completed HVAC job closing, commission/spiff calculation, new-system estimate when suppliers didn't answer, and biweekly payroll had to route through Tim because Housecall Pro relied on a chaotic web of manual tags (Needs Review, Spiff, Warranty) with zero single-owner accountability. 2. Constraint #2 (Sprints 3-4): Missed After-Hours (5-9 PM, 50% Missed) & Sunday (90% Missed) Emergency HVAC Calls - historical audit revealed 129 after-hours runs generated $53,000 in gross revenue and $27,900 in net profit, yet the company was missing half of evening calls and 90% of Sunday calls because the 7 techs lacked a structured on-call rotation and playbook.
Kill the multi-tag system and move 100% of post-visit workflow into the Housecall Pro Pipeline where every column has one single owner (Shauna owns Job Closing / Final QC; Carmen owns AR & Permit/PMI Portal Billing; Manuela audits the board daily).
03 · What Was Built in the Sprints
Replaced iCare's broken tag-based tracking in Housecall Pro by building and launching the visual Housecall Pro Pipeline (Live October 12, 2026 - HCP Pipeline Playbook v4), transferring daily job closing to Shauna (Closing / Final Review Playbook with a hard scorecard rule: 0 open cards older than 2 business days) and AR follow-up to Carmen (Track & Collect AR Playbook, including PMI Portal property management billing and County Permit pulls).
04 · Real Rollout Friction & Course-Correction
It took four iterations (Playbook v1 through Playbook v4) to get the Housecall Pro Pipeline right! In v1 and v2, the team tried to mirror every old tag as a pipeline column, which made the board way too wide for Shauna and Carmen to use daily. Manuela simplified the pipeline in v3 and v4 (launched live Oct 12) down to the essential action stages, and built a 3-Tech Compiled New System Estimating Playbook (interviewing 3 different field techs to standardize how they quote replacement HVAC units, and adding Ballpark Draft Pricing directly into the Housecall Pro Pricebook so techs can present a draft estimate on the spot even when the office cannot reach equipment suppliers on the phone).
05 · Before vs. After Operational Shift
| Operational Dimension | Before EdgeOS | After EdgeOS Install |
|---|---|---|
| Owner Involvement | Tim personally closed every job in HCP, calculated every tech spiff/commission, and untangled biweekly payroll. | Shauna closes jobs daily via HCP Pipeline Playbook v4; Carmen runs Track & Collect AR Playbook; Manuela compiles biweekly payroll/commissions with a tech pre-approval form. |
| Workflow Execution | Chaotic Housecall Pro tags with no stage aging; replacement estimates stalled when suppliers didn't pick up. | Live Housecall Pro Pipeline (Oct 12) + Ballpark Draft Pricing in HCP Pricebook from the 3-tech New System Estimating Playbook. |
| Visibility & Cadence | Dozens of unclosed jobs sitting in HCP; 50% of 5-9 PM calls and 90% of Sunday calls missed. | Hard Scorecard Target: 0 open HCP cards > 2 business days + On-Call Playbook built to capture the $53,000/yr ($27,900 net) after-hours market. |
06 · In Their Own Words
"Before, everything in Housecall Pro was done with tags, so nobody knew what was still open or who was supposed to touch it next, and Tim was the bottleneck on closing jobs and payroll. We went live with the new Housecall Pro Pipeline on October 12th on version four of the playbook - Shauna owns closing cards every day so nothing sits more than two business days, and Carmen owns the AR and permit playbook."
Additional Sprint Workstream 01
Additional Sprint Workstream 02
