How Peterman Brothers centralized dispatch for 200 technicians and increased average ticket 22%

Peterman Brothers is an HVAC, plumbing, and electrical company headquartered in Indianapolis, with more than 200 technicians serving 11 locations across Indiana, Kentucky, and Ohio.

Peterman is always striving to make its internal operations team more efficient. With 200 technicians to manage, dispatchers spent their days bogged down with remedial work: updating customers on ETAs, confirming calls, and making sure tags were right. All of it pulled them away from what matters most—supporting the technicians in the field. Coordinating it across 11 locations only made it harder.

Peterman pulled dispatch into a single Indianapolis hub and put Probook in charge of it. Probook now runs the department, handling the bulk of its inbound calls and eliminating the remedial work that used to eat the team’s day. Dispatchers focus only on the issues that need a human, and about 95% of day-to-day decisions now run through Probook.

“95% of all dispatch decision-making in the business is done by Probook.”

Probook now fields Peterman’s non-dispatch inbound calls—the questions that used to pull dispatchers off their work. Last month it handled 2,500 of them, and booked 414 jobs end to end with no human involved.

In the 10 months since bringing on Probook, Peterman’s average ticket on its HVAC service line rose 22%, with similar gains across plumbing and electrical. And the model scales: a more efficient dispatch team means Peterman could roughly double its field technicians without adding a single dispatcher.

Probook met Peterman on-site, spent several days learning the business and the nuances of how Peterman runs, then mapped and implemented its products across Peterman’s business units and complex business rules.

With one team running the department and non-lead inquiries handled automatically, Peterman can keep growing its technician base without growing the team behind it. As Chad Peterman puts it, Probook lets “companies of our size and scale do that as efficiently as possible.”