What Delegic is and where we’re starting

Delegic takes the service request, opens the work order and suggests the technician. That’s what the receptionist, the team lead and a couple of phone calls do today. We’re not selling software yet: we’re starting with a pilot, using real cases from a handful of companies, to make sure we get it right before we build anything else.

The journey nobody looks at

At a maintenance, HVAC or installation company, breakdowns run the day. And before a technician heads anywhere, the service request has made a journey that isn’t written down anywhere:

It comes in however the customer chooses. A call, an email, a WhatsApp message to someone’s cell phone, and at night, the on-call phone.
Someone asks the same old questions. What equipment it is, where it is, whether it affects customers, who will meet the technician.
Someone decides who gets it. Who’s nearby, who has the lightest load and who knows that installation.

None of that is hard. It’s just done many times a day, interrupting people who should be doing something else, and that’s why service requests get lost, work orders get opened half-done and technicians show up without knowing what they’ll find.

What we want to do

We want to take that journey off your plate. Not with another tool someone has to learn and fill in, but by doing it: taking the service request wherever it comes from, recognizing the customer and their equipment, asking for whatever’s missing, opening the work order in your software and suggesting the right technician. The same goes for the quotes nobody follows up on and the invoices nobody chases.

There are three things we never want to change:

You approve anything irreversible. Nothing goes out in your company’s name without you seeing it, and if a technician turns down a work order, the team lead decides.
We talk the way you talk. The customer is talking to your company, not to us.
We know when to hand off to a person. An unusual question, a customer we don’t recognize or anything off-script: we stop and let you know.

And one we left out on purpose: we don’t score technicians. We recommend who’s a good fit for a specific job; we don’t keep a percentage next to each name.

What the pilot looks like

We’re starting small, with a single job, to learn from your cases before our own ideas:

You pick the job that slips through the cracks most: service requests, dispatching, night calls, quotes or collections.
You tell us how you’d do it: what to ask, who’s on call, the trip charge and when not to write. We put it in writing.
We do it and you approve. At first without touching anything: we review the work order together before it goes into your ERP.

Before we receive any data, we sign a data processing agreement. Your customers’ data is used only for your cases.

What we want to learn

We’re honest about where we are: we don’t have customers yet. With the pilot, we want to answer three questions with real cases, not assumptions:

How many service requests come in each day, and how much time goes into taking them?
Is the work order we open usable as is, or does it need to be redone?
Is the technician we suggest the one you would have sent?

If the answer to the last two is no, we’d rather know early. If it’s yes, the next step is for each service request to take less of your time.

Who we are

Our team comes from companies like EY, PwC, Accenture, Dentsu and Cobee, across consulting and technology, and we now work with AI. We’re starting with maintenance and HVAC because it’s an industry where the office work around each job weighs a lot and almost nobody pays attention to it.

If this sounds familiar

If service requests at your company come in through three different channels and always end up with the same person, write to us at hola@delegic.com. One day of service requests is enough for us to get started.