The Smart Thermostat Strategy That Eliminated Return Trips for One HVAC Contractor

Challenge: Wasted Time and Annoyed Customers

For a time, Wilson Plumbing & Heating had been installing a large brand’s thermostats, but it was becoming problematic. There were too many different SKUs. It was hard knowing which thermostats to carry on trucks — and which specific pieces and parts were required to install them.

Technicians often had to leave for additional items. So jobs took too long. Customers got annoyed. And revenue per truck was beginning to decline.

Making matters worse, the brand failed to step up as a go-to resource for questions or training. Ultimately, Wilson Plumbing & Heating needed an easier thermostat on their trucks.

Simplicity and Ease

According to Greg Griffin, service manager at Wilson Plumbing & Heating, it all started when he met his Copeland territory sales manager. “We sat down and discussed Sensi models and what Copeland’s capabilities are. And the capabilities are really great.”

Wilson Plumbing & Heating switched thermostats just as the busiest season was about to begin. Meaning the company had dozens of technicians to train on a brand new thermostat. So Copeland sent its renowned in-house trainer, Jim Fultz, to provide hands-on training and ongoing quick-touch responses to texts and phone calls. 

“Now the Sensi Touch 2 is the primary thermostat we offer,” Griffin said, “and the experience has been absolutely fantastic. It’s a sleek model. I like the Touch 2 quite a bit. And so do our customers.”

The Result: Happy Customers, Zero Callbacks

Wilson Plumbing & Heating has experienced first call resolution on every Sensi product they’ve adopted. “They’re so easy to install and set up. Plus, our customers really enjoy the interface of the Sensi Touch 2. I think that’s the end-all thermostat for us.”

Today, Wilson Plumbing & Heating is rolling out Sensi smart thermostats in all its crews. “We have Sensi products in our packouts for every truck,” Griffin said.

But that’s not all.

He likes the Sensi Touch 2 so much that he’s installed one in his own home. “It’s made a huge difference,” he said. “Especially when taking advantage of room sensors.”

Sensi room sensors help balance temperatures throughout a home, reducing hot and cold spots. “I do notice less of a temperature difference between the first and second floor. The HVAC equipment hasn’t changed, so this improvement is definitely related to the thermostat,” Griffin said.

Wilson Plumbing & Heating is also bringing the new Sensi Equipment Interface Module (EIM) onto its trucks. It’s a wireless fix for applications where the wires aren’t available to connect a Sensi Touch 2 smart thermostat.

“The EIM is very versatile. It does a great job. And like everything Sensi does, it’s easy to configure,” said Griffin.