In this “TPLT Full Access” Release:

• Optimizing capacity + call prioritization during summer

• Activating Flex Crews to chew through backlog

• “6th day” bonus = maximizing profit dollars

Capacity management + call prioritization

The “holy grail” of capacity planning for residential service companies starts with understanding this question:

“What problem are we solving?”

We need to perfectly match our

(1) capacity across each unique business units with our

(2) marketing efforts so our team is operating at 100% utilization in every business unit, every single day.

To do this, we need our capacity planning tools to account for the following:

• Minimum call goal per day, per field pro

• Daily adjustments to available field pros due to illness, full day projects, training

• Cancelled customer calls

• The priority level of each call on the board

We then need our marketing team to be immediately responsive to the unfilled capacity of each business units.

Short 9 calls in electrical service in Nashville today? Need 36 plumbing calls in Denver?

Our marketing team must adjust in real time. This is as much about filling 100% of our capacity as it is about reducing unnecessary spending on marketing when our capacity is full.

A few quick notes on capacity and call prioritization as it relates to our service departments:

• We book 3x calls per day per HVAC, plumbing and electrical field pros

• We book 6x calls per day per appliance field pros

• We book 3x HVAC estimates per day per project manager

• We have 6 priority levels: P1 thru P6, and when we must triage, we reschedule our lower priority calls first.

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