HVACBossPro Blog — Maintenance Agreements

The Customer App for HVAC Maintenance Plan Members

Members pay you to look after their heating and air. The more they can see of that care, the more the plan feels worth it. The customer app gives members one place to see when their tech is coming, what they have been billed and how to reach you, without calling the office.

Members Want to See What They Pay For

Reports help you see the program from the inside, as covered in Tracking HVAC Maintenance Plan Members in Reports. The customer app is how members see it from the outside.

The HVACBossPro customer app runs in the browser on the member's phone. No app store download. It is the same app any of your customers can use, and it is especially useful for members because they deal with you regularly.

Watching the Route on Tune-Up Day

On the day of their tune-up, members can open the app and see the route on a live map: “You're stop 12 of 20 — the crew is 5 stops away.” That one line saves a lot of phone calls asking when the tech will get there.

It is also practical. A member who sees they are three stops away knows it is time to put the dog in the bedroom and clear the boxes in front of the furnace closet. The tech arrives to a house that is ready.

Choosing Their Alerts

Members pick which alerts they want:

• The night before their visit.
• When they are next on the route.
• When the tech arrives.

On-the-way and arrived texts go out automatically as the tech works through the day. Letting members choose means the ones who want every update get them, and the ones who find texts annoying are not bombarded. The reminder side is covered in more detail in HVAC Tune-Up Reminders by Text and Email.

Requesting Service

When something breaks, members can request service right from the app. The request goes to the office, which sees it is from a member thanks to the Maintenance Plan tag and can book it according to your priority policy. Members do not have to find your number or wait on hold during the busiest week of the summer.

The equipment on their address is already on record, so the tech who takes the call knows the system before arriving.

Signing Up for Services and Plans

The app lets customers sign up for services and see your pricing. That works in two directions:

• Non-members who used you for a repair can sign up for your maintenance plan from the app when they are ready.
• Members can add services, like a plan for a second property or an additional system.

Every sign-up path you offer makes it a little easier to say yes. Some people would rather tap a button in an app than talk to a tech at the end of a repair call.

Card, Invoices and Payments

The billing side of the app matters a lot for an agreement program:

• Update their card. When a card expires, the member can put in a new one without calling the office. That alone prevents a lot of lapsed plans.
• See invoices. Every tune-up and repair invoice is there, so members can see what they paid and when.
• Pay online. Members who are not on auto-charge can pay invoices from the app.

Landlords on monthly account billing see their statements here too, with each line labeled by address.

Rating and Referring

After a visit, members can rate the service and refer friends and neighbors. Plan members are often your happiest customers. They see you twice a year, the tech knows their system, and nothing has broken in a while. Those are exactly the people you want telling their neighbors about you.

Ratings also give you a quick read on how visits are going. A tune-up tech who gets consistently good ratings is doing something right. A drop in ratings on one route is worth looking into before it shows up as cancellations.

Less Phone Time, Better Members

Every question a member answers for themselves in the app is a phone call your office does not take. When is the tech coming? What did I pay last fall? How do I update my card? The app answers all of them. That frees the office to work the Waiting List and book the next route.

If you are moving members over from another system, the next guide covers it: Moving HVAC Maintenance Agreements Off Spreadsheets and Paper. For the full set of agreement tools, see the HVAC maintenance agreement software page.