Case Study: Lampien Mechanical Services
Georgia HVAC business finds springboard to growth
ServiceChannel
Highlights
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PROVIDER OF CHOICE for 14 big-brand customers
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SOLID GROWTH despite a labor shortage
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STREAMLINED OPERATIONS for increased productivity and profit
Quantifiable Results
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YOY GROWTH IN 2021
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OF BUSINESS ON SERVICECHANNEL
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FASTER PAYMENTS
“The great thing about ServiceChannel is that it’s a true meritocracy. You just focus on doing good work and you get rewarded with more customers. There isn’t anything else like it out there.“
Chris Lampien
Operations Manager, Lampien Mechanical Services, Inc.
Background: ServiceChannel Track Record Brings Rewards
Lampien Mechanical Services, Inc., based in Jasper, Georgia, is a leading provider of heating, ventilation, air-conditioning and refrigeration repair service for all of northern Georgia.
The company’s reputation for honest, reliable service, says Operations Manager Chris Lampien, has not waivered since his father founded the family owned and operated company some 15 years ago.
- A seasoned team of eight certified technicians, each with 15 to 30 years of experience, is dedicated to putting the customer first.
- Great customer engagement is a top priority.
- “Our customers know that when we fix something, it stays fixed. And they’ll never be sold something they don’t need.”
Challenge: Sustain Growth in a Tight Labor Market
Turning the company’s well-earned reputation into new work with the right kind of customer presented Lampien with some formidable challenges:
- Balancing the time-intensive work of enterprise sales with day-to-day operations
- Managing their growing workload in the tight labor market for skilled HVAC technicians.
- Having a single source of truth for technicians’ check-in and time spent at customer’s locations.
“We are competitive, we don’t like to see those metrics dip. Last time I checked we had As across the board.”
Chris Lampien
Operations Manager, Lampien Mechanical Services, Inc.
Solution: Streamline Operations and Reap Rewards for Great Service
Lampien was first brought onto ServiceChannel by their biggest customer in 2015. Today, their reputation for excellent service is solidly documented and amplified through the ServiceChannel Marketplace. Their dedication to quality has earned them status as a ServiceChannel Preferred Provider and with it, a steady stream of new work from top brands.
Lampien has engaged fully with every offering and feature ServiceChannel has for service providers, including:
- Provider Search: The company is regularly discovered and invited to work by facilities managers searching for top-performing providers in their region.
- ServiceChannel Scout taps them for customers looking for hands-on help to upgrade their provider networks.
- ServiceChannel Managed relies on Lampien as a preferred provider
- ServiceChannel mobile app allows Lampien to stay on top of 70 or 80 work orders at a time. Chris can log in from anywhere and the app brings a new level of accountability to his techs. A nearly 100% check-in rate shows just how seriously they take their SLAs.
ServiceChannel Development Manager monthly consultations gives Lampien a solid path to continual improvement. “We are competitive, we don’t like to see those metrics dip. Last time I checked we had As across the board.”
Results
Through ServiceChannel, Lampien has been able to meet their growth goals in spite of the labor shortage. “Becoming a more efficient company has been a game changer for us,” explains Chris. Since coming on board with ServiceChannel, the company has:
- Experienced 21% year-over-year growth in 2021 from ServiceChannel customers, with 10 new top-brand, multi-location companies.
- Profited from a dramatic boost in productivity to deliver on the influx of new business, even while handling the backlog of post-COVID maintenance work — all with the same number of technicians.
- Enjoyed a 50% decrease in time to get paid.
