Technology’s role in shaping the future of HVAC businesses

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.

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.

Drawing insights from extensive interactions with industry professionals, Freedman highlighted common business challenges including operational inefficiencies, marketing strategies, financial management, workforce management, and customer experience. Recognising the need for a holistic approach to business growth, ServCraft developed the Mastery program to equip HVAC professionals with the tools and knowledge to excel in these critical areas.

Scheduled for launch in August, ServCraft Mastery encompasses six core themes: personal mastery and vision, sales and marketing, operations, finance, people management and customer experience. The program will offer a structured curriculum supplemented by engaging content, aimed at elevating participants’ skills and strategic thinking across these vital business domains.

Responding to attendees’ interest, Freedman proceeded to demonstrate the program’s capabilities, showcasing its intuitive interface and functionality. The demonstration aimed to alleviate concerns about technological complexity, reaffirming ServCraft’s commitment to supporting businesses of all technical proficiencies.

ServCraft’s web and mobile applications seamlessly integrate digital tools tailored for both office administrators and field technicians. The web platform caters to administrators, offering a comprehensive dashboard that provides real-time insights into every facet of business operations. From managing leads to generating quotes and invoices, the interface aims to streamline workflow processes significantly.

“One of the standout features of our system is its offline capability,” Freedman explained, addressing concerns unique to the South African context. “Technicians can continue their work even during mobile network outages caused by load shedding. Data captured offline is automatically synced with the cloud once connectivity is restored.”

The mobile application, designed for technicians operating in the field, enhances efficiency by enabling real-time updates and job status notifications. “This eliminates the need for paper job cards, allowing technicians to manage appointments and tasks directly from their smartphones. It’s about empowering your teams to respond faster to customer needs.”

Central to the platform is its jobs management screen, where administrators can allocate tasks swiftly and monitor progress effortlessly. Each job is meticulously documented, allowing for detailed tracking of technician activities and job statuses in real-time. This visibility ensures that any delays or issues are identified promptly, enabling quick resolutions.

During a live demonstration, Freedman illustrated how technicians receive job assignments instantly on their mobile devices. Through the app, technicians can update their status, notify customers of their arrival, capture site conditions and document job progress using integrated features such as photo documentation and real-time messaging.

“The ability to track job durations accurately not only enhances billing transparency but also aids in optimising technician productivity. This data-driven approach allows business owners to make informed decisions and foster continuous improvement. This eliminates ambiguity and ensures prompt invoicing, improving cash flow and customer relations.”

During the demonstration, Freedman showcased how technicians can initiate customer feedback requests and obtain digital signatures directly through the app, ensuring a seamless end-to-end service experience.

“Beyond operational efficiency, ServCraft enhances service transparency and customer trust. Technicians can capture site conditions, document work progress with photos, and obtain customer signatures digitally, all directly through the mobile app. This capability ensures clarity in service delivery and expedites payment processing.”