No more four-hour service windows

I.C.E. heating & cooling boosts efficiency and profits with AT&T solutions

For companies large and small, the rapid growth of mobile technology has dramatically transformed how business gets done. I.C.E. Heating & Cooling, based in Fredericksburg, Virginia, has embraced this trend and is seeing higher sales and profits, thanks to mobile solutions from AT&T.

I.C.E.’s 65 employees install, maintain and repair heating and cooling systems for businesses and homes. Since co-owners Brett and Matthew Miller started the family business back in 1998, they’ve done well. But they realized they’d need to adapt their business processes if they wanted to grow further.

Driving productivity

“Before we started working with AT&T, we handled a lot of tasks manually,” says Brett. “For example, technicians had to travel to the office to complete paperwork and process payments, which cost us valuable time. With AT&T we’ve been able to give our people the tools they need to be more productive in the field. So now each of our technicians completes an additional service call every day.”

“Small businesses are thriving thanks to our innovative wireless and wired solutions, which help them be more efficient, stay competitive, and grow in and beyond their local market. We also serve as a trusted advisor by educating and sharing resources to help take their businesses to the next level.” – Cathy Martine, President, Enterprise Business Solutions, AT&T Mobile & Business Solutions

AT&T’s products and services have made I.C.E. and its team more efficient in many other facets of the business, as well. AT&T’s BOX cloud service enables I.C.E. to send building blueprints and other critical information to technicians’ and project managers’ mobile devices while they’re on a service call. AT&T Mobile Forms lets technicians use tablets, instead of paper forms, for service tickets, repair orders and other documents. This helps I.C.E. process service orders in minutes instead of hours. And Vantiv Mobile Payment lets service techs finish tickets in one call. They can accept payments on the spot instead of returning to the office to process checks and other paperwork.

An integrated solution

Meanwhile, back in the office, employees are using tools from AT&T to easily communicate with technicians and customers in the field. AT&T’s Airwatch Mobile Management lets them keep track of all their mobile devices. They can push out applications and updates to all the devices at once rather than requiring technicians to come to the office and update each device individually. AT&T Fleet Complete helps I.C.E. track the exact location of technicians’ vehicles. So, when a service call comes in, it’s easy for dispatchers to locate the closest technician to get customers the help they need as quickly as possible. Once a technician is on the way, I.C.E. can alert the customer via text message using the AT&T Messaging Toolkit. And, because I.C.E. gets an automatic notification when the customer has read the message, there’s no need for a follow-up call.

Its relationship with AT&T has helped I.C.E. cut costs, better serve its customers and … best of all, increase its profitability.

Ralph de la Vega

Leadership Insight

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“The combination of mobility and business solutions is how business gets done today. Software development, mobile devices and cloud computing are transforming entire industries.”– Ralph de la Vega, President and CEO, AT&T Mobile & Business Solutions