Case study · Heating / HVAC

Heating / HVAC: Sophie R.'s journey with the ORKYO Business Scan.

During extreme heat or cold, requests spike suddenly and maintenance deadlines still have to be met.

These case studies are examples designed to illustrate how ORKYO works.

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The illustrative case

Sophie R.

Owner — Heating / HVAC company

Sector: HVAC business: maintenance, troubleshooting, installation, and seasonal calls
Headcount: 10 people
What the business does: Three activities coexist: scheduled maintenance contracts, unplanned troubleshooting, and new installations.

The starting situation

A typical week during peak season: emergency calls pile onto already scheduled maintenance, installation quotes wait for a follow-up, a postponed maintenance visit isn't rescheduled, visit reports come back late, and invoicing follows the pace of the information received.

During peak season, requests spike suddenly.
Emergencies, scheduled maintenance, and installations compete for the same resources.
A maintenance visit postponed by an emergency isn't always rescheduled.
The information needed for a job isn't always gathered before heading out.
Visit reports come back to the office unevenly.

Information requested to put the Business Scan in context

Sector — Heating / HVAC

Headcount range — 6 to 20 employees

Company context

Current setup: Three activities managed by the same team of technicians
Illustrative activity: Maintenance contracts, seasonal troubleshooting, and installations
Main difficulty: Available capacity isn't visible before a date is promised

These details describe the scenario shown. Not all of them correspond to fields requested in the Business Scan, and no data is automatically retrieved from the company's software.

What the Business Scan reveals

The owner answers the ORKYO Business Scan V3: 17 questions covering customer acquisition and engagement, planning and execution, billing and money, and infrastructure and continuity. Each question has two parts and four answer levels. The questionnaire is the same for every business; results are then put in context based on sector, headcount, reported impacts, and the owner's validations.

The four sections

1. Customer acquisition and engagement
2. Planning and execution
3. Billing and money
4. Infrastructure and continuity

How it works

• 17 questions
• 2 parts per question, so 34 parts total
• 4 answer levels per part
• About 10 minutes
• Available without an account; creating one is optional
• Can be saved to an ORKYO space and resumed securely
• Explanatory guide available throughout the questionnaire
• An overall maturity score and 8 scores by dimension
• A reported-impact step, followed by context from sector and headcount
• Owner validation, then an optional choice of 0 to 3 priorities
• A personalized summary distinguishing ORKYO's urgency ranking from the recommended operational order

Dimensions likely to come up in this scenario

Clients et demandes
Planification et capacité
Exécution / intervention
Processus / documents

Actual results depend solely on the answers and impacts reported by the owner.

Example of possible findings

Seasonal requests scattered

Peak-season calls arrive through several channels and aren't grouped together.

Capacity barely visible

The week's workload is estimated rather than read off a schedule.

Postponed maintenance not rescheduled

A postponed maintenance visit doesn't automatically reappear among the deadlines to handle.

Incomplete job information

The details a technician needs are spread across several sources.

Owner validation

ORKYO doesn't decide on the owner's behalf. Every finding is put to them, and they respond using the options shown in the app:

Yes, it's important
Yes, but not a priority
No, that doesn't apply
I'd like to discuss it

The priorities chosen

Centralize emergency and seasonal requests
Balance capacity between maintenance, troubleshooting, and installation
Gather the information jobs need

In this example, the owner chooses these priorities. A real user can select 0, 1, 2, or 3.

Why were these priorities chosen?

Centralize emergency and seasonal requests

Finding: Seasonal requests scattered
Impact on the owner or team: Requests handled in order of arrival rather than by importance
Why this priority was chosen: Without a single intake point, prioritizing happens over the phone.
Desired benefit: One single list of requests to handle.
First concrete action: Log every request received in the same place.

Balance capacity between maintenance, troubleshooting, and installation

Finding: Capacity barely visible
Impact on the owner or team: Dates promised without a view of the workload
Why this priority was chosen: Capacity is the truly limited resource during peak season.
Desired benefit: Decide with full knowledge of the workload already committed.
First concrete action: Make the week's workload visible on the calendar.

Gather the information jobs need

Finding: Incomplete job information
Impact on the owner or team: Jobs slowed down by missing information
Why this priority was chosen: Missing information costs time in the field.
Desired benefit: Prepare every job with the same set of details.
First concrete action: Attach documents and reports to the customer's file.

A file, from request to payment

1. Customer request
A customer asks to replace an air conditioning system; the request is centralized.
2. Preparing the quote
The site visit, equipment, and labour are gathered in the file.
3. Sending the quote
The quote is sent and the decision deadline is noted.
4. Following up on the quote
An unanswered quote shows up on the list of follow-ups to do.
5. Customer acceptance
The acceptance is logged along with the requested installation date.
6. Scheduling the work
The installation is weighed against the week's maintenance and troubleshooting.
7. Doing the work
The team installs the system and attaches the visit report to the file.
8. Preparing and sending the invoice
The invoice is prepared as soon as the job's completion is confirmed.
9. Following up on an unpaid invoice
An unpaid invoice is flagged in the collections follow-up.
10. Receiving and recording payment
Payment is recorded and the installation file is closed.

This example describes a recommended path, from the customer's request to payment. It does not describe an automation already performed on the owner's behalf.

The gain being sought

Immediately find the status of a file.
Know which quote needs a follow-up.
Spot finished work that needs to be invoiced.
Identify an unpaid invoice to follow up on.
Limit duplicate data entry and information searches.
Reduce follow-ups done from memory.
Spend more time on clients, operations, and growth.

If 15 jobs a week each require 10 minutes of avoidable searching or follow-up, better organization could free up about 2 h 30 per week.

This illustrative estimate is not a promise of results. The actual gain depends on the business's volume and organization.

Before / with a more structured organization

Before

• Scattered information
• Follow-ups done from memory
• Forgotten quotes
• Delayed invoicing
• Irregular follow-ups
• Limited visibility into payments

With a more structured organization

• File status visible
• Next action identifiable
• Quote tracked
• Finished work passed on to invoicing
• Invoice followed up on
• Payment recorded
• Owner less dependent on memory

ORKYO urgency ranking

1. Centralize emergency and seasonal requests
2. Balance capacity between maintenance, troubleshooting, and installation
3. Gather the information jobs need

Recommended operational order

1. Requests centralized
2. Capacity planned
3. Jobs prepared
4. Execution tracked

Where is your business losing time between the customer's request and payment?

The ORKYO Business Scan helps you spot the main administrative friction points and choose up to three improvement priorities. About 10 minutes, no account required.

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