Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

Stop Truck Rolls: Remote Monitoring for HVAC Success #shorts

15 Mar 2026 · 1 min

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1:14

In this short conversation, Bill Brown explains the challenge his HVAC company faced after installing new systems: technicians, motivated by commissions, would revisit customers within months to push additional upgrades, which frustrated customers who had already been presented with all options. Seeking a better approach, Brown looked for a way to monitor installed systems remotely, providing customers with assurance that their equipment was operating correctly without unnecessary service calls. A colleague describes how the Smart AC platform enables remote login to verify system health, send messages or videos confirming everything is fine, and even receive feedback about temperature issues. Brown emphasizes that this remote monitoring builds trust, shows the company cares, and eliminates the need for sales-driven follow‑ups, ultimately preventing unwanted truck rolls and improving customer satisfaction.

Chapters

When I was looking for a solution, what I was trying to do is prevent truck rolls on new systems we'd installed. So as we got better at sales, we would, as we got our average tickets up to $15,000, the customer heard about every single option, every add-on that we had, all the IQ. So we'd install this system, we'd do a great job, we'd do a great quality audit and checkout, and then we come out 6 months later and my experienced techs would want to try to sell them something because they made commission. And customers were like really turned off by that. They were like, you know, they had heard everything that we offered at that point and they either bought it or they didn't. So I didn't feel like there was a lot of opportunity, uh, you know, within that 6 months, 1 year, maybe even 2 years. So I was searching on the market for a solution that I could monitor the systems remotely. Give the customer the peace of mind and know that their system was operating good, but didn't have to go out and try to sell them something to make money.
You know, on the new systems with the, with the Smart AC, it's like we can just log in, hey, the unit's working fine. Send the customer a message, send 'em a video or a message and say, hey, everything's working great.
No, no issues.
Unless they, you know, sometimes we'll get feedback, hey, this room's hot or this room's cold. Which is great because sometimes you don't get all that feedback either.
It helps with the customer, uh, knows that you care, you're watching. You just didn't sell them something and leave.