How Anthony doubled dispatch capacity and turned its average ticket around

Anthony Plumbing, Heating, Cooling and Electric serves the Kansas City metro area. Founded in 1951 and now part of TurnPoint Services, the company has scaled quickly in recent years. Notably, an in-house apprenticeship program that turns people with no trade experience into technicians in a matter of months feeds every department.

Today Anthony runs ~170 service technicians and salespeople, all managed by Probook.

Before Probook, high turnover left Anthony with an inexperienced dispatch team that frequently sent techs to the wrong jobs. In the four months leading up to Probook, average ticket dropped almost 10% year-over-year.

Anthony had 16 dispatchers, including three full-time researchers who hand-scrubbed more than 300 jobs every day to reconcile booking errors. The highest-value of those are aged-equipment jobs, 10-plus-year systems worth replacing, where a single mis-assigned call represents $9,200 of lost revenue. It wasn’t unusual for Dispatch Manager Jessie Parker to work 13-hour days placing calls herself.

Probook stepped in and immediately took a load off the Anthony team’s plate. Between scrubbing, placing, and updating every call on the board, dispatch as Anthony knew it became more about managing exceptions and taking care of customers.

After some natural attrition, Anthony ended up with a dispatch team of just 8, down from 16 when they started Probook, holding the line ever since. Under Probook, Anthony doubled their tech-to-dispatch ratio from ~11:1 to over 21:1.

Within the first 90 days of launching Probook, average ticket turned positive for the first time in 2025, growing 10% year-over-year, a 20% net improvement from where the year started. By using rigorous historical data to put the right technician on the right job consistently, Probook smoothed the learning curve Anthony’s predominantly green dispatch team faced.

Anthony was jaded by the experience of their previous dispatch automation solution, to say the least. Dispatch Manager Jessie Parker actively tried to poke holes in Probook, wary after her last experience. More than a year into the partnership, the Anthony team confidently says that Probook held up, flexible enough to adapt to the way they run. The Probook team came on-site and worked hand-in-hand with the team to turn Anthony’s hardest critic into Probook’s biggest advocate.

With Probook diligencing every job, Anthony protects its highest-value opportunities, runs a leaner dispatch team, and invests more of its time developing technicians and helping customers.