Technician cleaning a wall-mounted air conditioner

Case study

TopTec

An AI-powered operating system for field service businesses.

Industry: Field and home services
Year: 2026
Platforms: iOS, Android and Web
Engagement: Strategy, design, engineering and launch

Customer app tracking a technician on a map

Overview

Turning fragmented field-service operations into one connected revenue engine.

TopTec brings customers, technicians, service operations and AI-powered communication into a single ecosystem for HVAC, plumbing, maintenance, cleaning and other field-service businesses. We designed it to cut the manual work behind every job while helping companies capture more demand, use their technicians better and build stronger recurring relationships.

100%Inbound call coverage through the AI receptionist

2Operating models: company-managed and marketplace

4Connected product layers on one backend

3Platforms shipped: iOS, Android and Web

TopTec case studyOverview

The industry problem

Field service businesses lose revenue between the call and the completed job.

Delivering the service is only part of the work. Around it sits a heavy operational load: answering calls, qualifying customers, finding an available technician, scheduling, communicating changes, invoicing, collecting payment and following up months later.

As companies grow, adding more admin staff does not fix it. The operating model itself has to become connected.

Technician repairing an air conditioning unit

Where the revenue leaks

Unanswered calls
Late lead follow-up
Idle technician hours
Scattered customer history
Disconnected payments
Repeat work left to memory

TopTec case studyProblem

The challenge

Not another booking app. A system for the whole service lifecycle.

Customer experience, technician operations, company admin, payments, scheduling and AI communication all had to run against the same service data.

1Customer enquiry

2Booking

3Technician assignment

4Service delivery

5Invoicing

6Payment

7Follow-up

8Repeat service

Company-managed

Service companies run their existing customers and technicians through TopTec.

Marketplace

Consumers discover technicians on TopTec and book services directly.

TopTec case studyChallenge

Our approach

Designed around the service lifecycle, not individual features.

The customer record became the centre of the operating model. Bookings, assignments, invoices, payments, communication and service history stay connected to it for the life of the relationship.

The result is not four separate interfaces, but four views into the same operating system.

Customer recordSingle source of truth

Company operations

Customers, technicians, schedules, services, invoices, payments and engagement.

Technician operations

A mobile workflow to finish jobs without calling the office for every step.

Customer experience

Discover, choose, book, chat, track and pay digitally.

AI CRM and automation

Handles inbound demand, reactivates customers and turns conversations into bookings.

TopTec case studyApproach

Solution architecture

One operating layer connecting demand, operations and delivery.

When a booking is created, the same record drives availability, scheduling, customer communication, job execution, invoicing and payment. Nothing is re-entered between teams.

Customer and CRM

Profiles, service history, communication, campaigns and repeat-booking opportunities in one place.

ProfilesHistoryCampaigns

Scheduling and dispatch

Availability, leave and bookings feed one central calendar for rescheduling and capacity planning.

CalendarLeaveCapacity

Field operations

Technicians get job details on mobile, navigate, communicate and close out the job from the field.

JobsNavigationChat

Payments and revenue

Invoices built from actual services and items used. Digital payments, payment links and cash.

InvoicesStripeCash

Engagement

SMS, email, chat and AI voice form a continuous communication layer around operations.

SMSEmailAI voice

TopTec case studyArchitecture

AI-powered customer operations

Automating the front desk without disconnecting it from the business.

An AI receptionist that can answer questions but cannot see technician availability or create a booking only moves the manual work somewhere else. So TopTec's AI was designed around actions, not just conversation.

Inbound calls become structured operational activity instead of isolated transcripts, increasing call coverage without adding front-desk headcount.

100%inbound call coverage recorded through the solution

AI receptionist on callIncoming, 7:42 PM

Hi, my AC stopped cooling. Can someone come out tomorrow morning?

I can help. I have a technician free tomorrow between 9 and 11 AM. Shall I book that for you?

Yes please, that works.

Written straight into the operating system

ServiceAC repair

SlotTomorrow, 9 to 11 AM

StatusBooked and assigned

TopTec case studyAI receptionist

Turning existing customers into new demand

The CRM does not stop once the first job is done.

An existing customer base is one of the most underused assets in field service. Instead of manual list building and outbound calling, companies run structured reactivation campaigns where AI agents make the calls and book the work.

Spring AC tune-upCampaign

Segment: HVAC customers, last visit 6+ months ago
Offer: Seasonal maintenance discount
Channel: AI voice, with SMS and email follow-up
Outcome: Bookings created on the call and attributed to this campaign

Step 1

Segment

Pick customers by service type and last visit.

Step 2

Script

Define what the agent says.

Step 3

Offer

Attach a promotion or plan.

Step 4

AI calls

Agents present the campaign.

Step 5

Booking

Interested customers are booked on the call.

Step 6

Attribution

Revenue is tied back to the campaign.

HVAC: a customer serviced six months ago is due for seasonal maintenance.

Plumbing: a past customer is ready for a follow-up inspection.

Maintenance: a regular customer is a fit for a recurring plan.

TopTec case studyReactivation

Company operations

One place to run the whole operation.

The web platform brings together areas that usually live in separate systems.

CustomersProfiles, contact details and service activity
TechniciansAvailability, hourly rates, leave and assigned work
BookingsDrag-and-drop rescheduling on a central calendar
Services and itemsWhat gets sold and what gets used in the field
InvoicesFrom completed job to collected payment
CRM campaignsOutbound AI voice, SMS and email
InsightsReports plus conversational access to company data

toptecpro.com / dashboard

Company dashboard with revenue, completed jobs, bookings and ratings

TopTec case studyCompany operations

Company operations

Live field visibility and the numbers behind it.

Dispatchers see every technician and active job on one map, while owners track registrations, completed jobs, revenue and booking status over any period.

Technicians tracking

Map showing live technician locations and an active job card

Technician location trackingActive jobs, time windows and assignments pinned on a live map.

Reports

ReportsWeekly, monthly and yearly views of the metrics that matter.

TopTec case studyDispatch and reporting

Direct bookings / view

Completed booking view with technician, customer, job, photos and vehicle

One record per job

Everything about a job, on one page.

A completed booking carries its full context, so no one has to chase details across tools.

PeopleTechnician and customer details side by side

Proof of workJob summary, amount and photos from the field

LogisticsTechnician vehicle details for the visit

MaterialsEvery item used, who added it and when

TopTec case studyBooking record

Technician app listing ongoing and scheduled jobs

Technician experience

Bringing the operating system into the field.

Field software only creates value if technicians can use it without adding admin to their day. The app is designed around the job itself.

1Review assigned work

2Start and navigate

3Chat with the customer

4Add services and items

5Invoice and collect

Marketplace customers

Pay digitally inside the platform once the job is complete.

Company-owned customers

Receive an invoice and payment link, or the technician records cash.

Technicians also request leave from a calendar, keeping scheduling data accurate.

TopTec case studyTechnician app

Customer experience

Making home services easy to discover, book and manage.

A phone-driven journey becomes a digital one that continues after the technician leaves.

Map of nearby technicians with ratings and rates

DiscoverNearby pros with ratings and rates

Live tracking of the assigned technician

TrackLive location, ETA and chat

Customer jobs list with ongoing and scheduled bookings

ManageJobs, estimates and history

Job invoice with itemised charges and pay bill button

PayItemised invoice and secure payment

TopTec case studyCustomer app

Building recurring revenue into the product

From one-off jobs to predictable revenue.

Maintenance-heavy industries like HVAC create recurring needs by nature. TopTec supports maintenance subscriptions so businesses can build long-term service relationships instead of treating every request as a one-time transaction.

Technician servicing an indoor air conditioning unit

Service historyEvery visit on record

RemindersAutomated and timely

CampaignsAI reactivation calls

PlansMaintenance subscriptions

Repeat
servicebuilt into the product

TopTec case studyRecurring revenue

The business impact

Less coordination around every job. More revenue from every customer.

Capture more demand

AI call handling cuts the opportunities lost when no one can pick up.

Reduce admin workload

Booking, scheduling, dispatch, invoicing and messaging run as one workflow.

Raise technician utilisation

Central scheduling gives clear visibility into field capacity.

Get paid faster

Invoices move from job completion straight into digital payment.

Win more repeat bookings

History, campaigns and plans bring customers back systematically.

Scale without headcount

AI voice, chat, SMS and email handle growing volume.

TopTec case studyImpact

The result

From a collection of processes to one connected operating model.

Before

Acquisition separate from scheduling
Scheduling separate from field work
Job completion separate from invoicing
CRM blind to real booking capacity

With TopTec

Demand flows straight into the calendar
Dispatch and field work share one record
Completed jobs become invoices instantly
Campaigns book against live availability

TopTec case studyResult

Solution ecosystem

Four products, one platform.

Company platform

Web, for owners and dispatch

Customer management
Technician management
Bookings and scheduling
Services
Invoicing and payments
CRM

Customer app

iOS and Android

Service discovery
Technician selection
Booking
Live tracking
Messaging and payments
Maintenance plans

Technician app

iOS and Android

Job management
Navigation
Customer chat
Service completion
Invoice and collection
Availability

AI and automation

Across every surface

Inbound AI receptionist
Outbound AI campaigns
Customer reactivation
Booking automation
SMS and email
AI chatbot

TopTec case studyEcosystem

Technology behind the solution

Chosen for the operation, not the other way round.

Customer, technician, booking, payment and CRM activity all run on one connected backend, while each audience gets a distinct experience on mobile and web.

MobileFlutteriOS and Android from one codebase

WebReact and Next.jsCompany platform and marketing sites

Backend and dataNode.js and PostgreSQLOne shared service data model

NotificationsFirebaseReal-time job and status updates

PaymentsStripe ConnectMarketplace and company payouts

SchedulingCustom-builtCalendar and booking infrastructure

TopTec case studyTechnology

TopTec is live

Built end to end by JinnByte.

Strategy, product design, engineering and launch for a field-service platform now live on the web, App Store and Google Play.

For customerstoptec.us For businessestoptecpro.com Built byjinnbyte.ai

Thank you