One schedule for 600 technicians.
Proposal for CALDER MECHANICAL
Moving four dispatch desks and every field crew onto one platform, one region at a time, with the old system off before the summer rush.
28jobs on this board
2moved, customers told
0calls to dispatch
Updates as crews close jobs
Where Calder's week goes
What your four desks told us in September
Four dispatch desks, three systems and a lot of phone calls. Your dispatch leads walked us through the same week from four offices, and it went the same way in every one.
1 in 5
jobs is moved at least once after it's booked. That's about 420 a day across four desks, and each move takes two or three phone calls.
3
systems hold every job. Dispatch, billing and the parts desk each keep their own copy, and they disagree about once a week.
52 min
between a technician closing a job and the office seeing it. Most of an hour, on every visit, where the next job can't be confirmed.
From Calder's September discovery sessions, Harlow, Seabright, Millbrook and Ashby desks
In your dispatch leads' words
We kept these on the wall while we planned the rollout. Every chapter that follows answers one of them.
"By ten o'clock the board on the wall and the board on the screen don't match."
Dispatch lead, Harlow"Half my morning is calling customers to say we're running late."
Dispatch lead, Seabright"Billing finds out a job is done when the paperwork comes back on Friday."
Dispatch lead, Millbrook"When a tech goes home sick, I rebuild his day from memory."
Dispatch lead, AshbyRun Thursday at 11:00 yourself.
A working board for six Northern technicians, with this morning's calls still waiting
Three calls came in after the trucks left. Drag each one onto a technician, or tap a call and then tap a row. Fernhill only offers the rows where the skills match and the afternoon has room.
Waiting for a technician
Pick one up. The rows that can take it light up.
Thursday so far
Each move the old way is a call to the technician, a call to the customer and a note for billing.
Four desks, then four regions.
The desks move first, together. Then one region goes live at a time, each with a week of the old board running alongside.
Signed and ready to start
Live everywhere before the first heatwave.
Twenty-four weeks, drawn over a year of Calder's call volume
Pick a start date. Every go-live moves with it, and the chart flags any that would fall over the holidays or inside June to August, when every technician you have is already booked.
Four people sign. Each gets an answer without a call.
Every chapter below is written to one of you, around the question you asked us in September, with a tool to check our working.
What does each technician cost us?
$56a technician a month in year one, everything included. $50 in year two, once setup is paid.
One extra completed job, from the time the desks stop spending on rebooking. Your own numbers go in the sliders.
Setup is the same $40,000 in every option, so the more technicians share it, the lower the cost of each. The pilot is the most expensive way to buy Fernhill, and we'd only pick it if the board wants proof before it commits.
Which weeks will my crews feel?
Four weeks out of twenty-four take any technician off the road, and never for more than two hours. Tap any week to see what happens in it.
What do we have to connect, and who owns it?
Where is our data kept?
In a US data centre, in two locations a region apart, backed up every hour. Nothing leaves the country.
Who at Fernhill can see it?
Your support lead and two engineers, each access logged and shown to your admins. Nobody else.
How do we review security?
An independent audit report, last year's penetration test and our answers to your questionnaire, sent the day you ask.
What if Fernhill goes down?
Every technician's day is cached on their phone. Crews keep working, and changes send when the service is back.
Can we set who sees what?
Yes. Desks see their region, managers see their crews, finance sees closed jobs. Your admins change it any time.
What happens to the old system?
Read only from week 22, switched off in week 24. We export its history into Fernhill first and give you a copy.
What happens in my region, and when?
One price, built line by line.
Setup is the same in every option. Choose how many regions go on Fernhill this year, then add only the extras that earn their place. Every line says what you'd lose without it.
Platform setup, four desks
$40,000
All four desks set up once, two years of job history brought across and billing linked. You pay it once, so adding regions later never costs a second setup.
Technician licences
$360,000
On-site training
$18,000
Priority support, named lead
$24,000
Parts desk sync
$16,000
Customer arrival texts
$14,400
What you're choosing between
The pilot proves Fernhill on one region and leaves three desks on the old system. Two regions moves most of your technicians but keeps Central and Southern apart from everyone else. The full rollout is the only option where all 600 technicians share one schedule, which is the thing your dispatch leads asked for.
We'd choose the full rollout as priced, with no extras in year one. Training is the extra we'd add first if Coastal's crews are newer to the trade, and it's the only one we'd fight for.
The terms, in plain words.
The full agreement follows the same order, clause for clause
Term
Two years from signing. Your price per technician is held for both years.
Renewal is a new conversation. Nothing rolls over without your signature.
Fees
Setup is invoiced at signing. Each region's licences are invoiced the week it goes live, so you never pay for a technician who isn't on Fernhill yet.
Thirty days to pay every invoice.
Headcount
Add technicians at any time at the same rate. Your count can come down once a quarter, billed from the next quarter and never backdated.
Pilot exit
If Northern's rebooking calls haven't fallen by a third by week 9, you can stop there. You'd pay setup and Northern's licences and nothing else.
We measure against your September week, with your dispatch lead in the room.
Your data
Calder owns its data. Export it any time in open formats. We delete it within 30 days of the agreement ending and confirm in writing.
Service levels
Scheduling is available 99.9 percent of every month. If we miss it, a credit goes on your next invoice without you having to ask.
Ending early
Either side can end the agreement for a serious breach that isn't fixed within 30 days of written notice.
Four things we don't know yet.
None of them changes the price. Each one could move a week, so we'd rather ask now than find out in January.
Can the parts desk send a daily stock file by week 3?
If it can't, parts sync moves to week 7 and Northern goes live without it.
Needed from the parts deskDoes your billing vendor allow two-way access on your current plan?
If it doesn't, we send closed jobs every 15 minutes by file and say so in the security pack.
Needed from Sunil's teamWho signs off the pilot at week 9?
We've assumed Ana and Teresa together. The exit clause depends on that review happening on time.
Needed from AnaWill Southern crews keep their own phones?
Company phones aren't in this price. We'll tell you by week 12 if any model in the region can't run the app.
Needed from MarisolSign by November 21 and Harlow starts November 30.
This is the proposal as you've set it. Accepting holds the price and the start date, and our rollout lead calls Ana the next morning.
- Day 1Rollout lead calls Ana and books the week 1 workshops.
- Week 1Kickoff with all four dispatch leads, two sessions.
- Week 9Pilot review with Ana and Teresa, measured against September.
Accept the proposal
Type your name to sign for Calder Mechanical Services. You'll get the signed PDF straight away.
Signature
Name and title, for Calder Mechanical Services
Date