By Eamonn Ryan
In a recent SAIRAC Johannesburg Centre Tech Talk presented by Charles Freedman, CEO of ServCraft, the focus was squarely on how technology is able to revolutionise operations within the HVAC industry – if businesspeople use it. This is Part 1 of a two-part series.
He presented scenarios where augmented reality (AR) could streamline on-site diagnostics and repairs, offering precise guidance to technicians through wearable devices. This forward-looking approach, he argued, could empower HVAC businesses to operate with greater efficiency and confidence.
Throughout the session, Freedman facilitated lively discussions among attendees, encouraging them to share their issues and aspirations within the HVAC sector. He highlighted the continued prevalent use of traditional methods such as paper documentation and multiple WhatsApp groups for communication. Participants cited practical issues such as the difficulty of integrating digital tools in environments where technicians handle equipment with oily or dusty hands. These challenges often lead to inefficiencies in job tracking, customer communication, and administrative tasks.
One attendee, speaking from his experience as a contractor, emphasised the operational bottlenecks caused by paperwork, including lost documents and inefficient scheduling processes. His remarks underscored a broader industry concern about the need for digitisation to streamline workflows, enhance operational efficiency, and reduce administrative overheads.
Responding to these challenges, Freedman highlighted features such as digital job cards, automated scheduling, and real-time data capture that empower businesses to centralise operations, improve customer service, and optimise resource utilisation.
He pointed out that manual processes often result in weak controls, leading to delays in customer follow-ups, quoting, and invoicing. By adopting integrated software solutions, HVAC businesses can establish stronger operational controls, ensure timely service delivery, and enhance customer satisfaction through better communication and feedback mechanisms.
By automating administrative tasks and improving operational controls, HVAC businesses can redirect their focus towards customer satisfaction and business expansion. Freedman underscored software’s role in facilitating customer feedback and leveraging positive experiences to bolster reputation and attract new clients. He cited statistics showing that a significant majority of US trade service businesses attribute their growth to adopting job management software—a competitive edge that South African businesses can capitalise on.
Freedman acknowledged the apprehension many business owners feel towards adopting new tools. He emphasised the role of supportive interactions and expert guidance in demystifying technology and empowering businesses to embrace digital transformation confidently.