“This tool has taken out a lot of stuff that causes frustration and confusion in the office and has allowed the technician to focus on meeting the customer’s needs.” 


Chris Martin has been using NSB’s service software at The K Company in Akron, Ohio for 19 years. When NSB decided to go completely web based, Chris realized this could be an ideal solution for the three most important areas in his business: 

• Field efficiency
• Communications
• Employee - customer relationships

“NetServiceBooks has enabled us to grow our business and to grow the right aspects of our business. We are expanding it as quickly as possible.” 

Chris uses NSB’s web based tools to help the technicians communicate more effectively with the office staff, which improves customer relations. “The technicians can see new work orders as they are scheduled. They can also see the status of parts that they’ve ordered for jobs. If a technician ordered a part one day, and we’ve received it overnight, he can see that when he logs in and drive in to get it.” Field technicians work from a specialized Schedule Board that allows them to communicate with sales, dispatch and purchasing instantly. Invoicing is also done at the customer’s door – instant credit card authorization from the invoice makes everyone’s life easier.

There are more benefits to NSB’s Quick Invoice. Chris also added: “It used to be that technicians used time cards that they turned in, which then had to be checked against invoices; now, hours are automatically sent to payroll when an invoice is electronically saved.” When a technician creates an invoice in the field, he/she also places the time spent on the job, which moves over to their payroll time. Technicians have a special time card built into NSB where all hours worked are accounted for.

Mike Yacobucci, NetServiceBooks’ System Administrator states: “What we are really trying to do, in its simplest form, is make that technician an extension of the office in the field.”
The K Company uses NSB’s Customer Portal to supply their customers with instant online access to the Dispatcher and account information. “The HVACR market is the same: You pick up the phone and schedule a service call. NSB gives us the ability to give an online solution to all of our customers. The more information we can deliver up to them, the better partner we are,” says Chris. At the end of the day, The K Company stands out by being able to provide superior customer service.

Chris’ decision to use web based software for the entire company has increased efficiency, improved communications,  and created a positive atmosphere for employees and customers.“We were thinking about adding people inside to support the field. With NetServiceBooks, we’ve been able to add more people in the field with a slimmer office staff.”