At Dispatch, we recently partnered with Mtech-Icon in Austin, TX, to run deliveries to their technicians on jobsites. Previously, when techs needed parts or tools they would have to leave their job and travel to a warehouse or supplier, costing them valuable time. David Hooge, Logistics Manager at Mtech-Icon, was thrilled to learn that Dispatch could give his team a competitive edge. Read on to learn more!
Tell us about Mtech-Icon. What is it that your company does?
Mtech-Icon is a commercial plumbing, HVAC, and electrical service, as well as new construction contractor. Part of Comfort Systems USA, one of America’s leaders in installation and service for building mechanical systems, providing a nationwide reach through 37 subsidiary companies that are prepared to build, service, or retrofit any mechanical, HVAC, or electrical system. No other company offers a wider range of technical expertise and experience. Our foundation of uncompromising integrity, unequaled service, and effective project management make us the valued leader in this market.
How did Mtech-Icon get started and when?
Mtech opened in 1991 and after eight years of service to the Austin community and surrounding areas, Comfort Systems USA acquired the company making Mtech a wholly-owned subsidiary.
Who does your staff consist of?
Our local Mtech-Icon staff of over 100 technicians and field support personnel handle every type of service call from serious water leaks, power outages due to failure, chiller failure, server room A/C failures, and hot water outage to scheduled preventative maintenance and routine service.
What is the culture of Mtech-Icon like?
Agile and disciplined, striving for excellence in everything we do.
What makes Mtech-Icon unique, especially for your area?
We strive to have highly skilled and capable techs who know their stuff and how to quickly diagnose a problem and provide a lasting solution for our customers.
What is the long-term goal for Mtech-Icon?
To provide an excellent customer experience while profitably serving.
How did you get started at Mtech-Icon?
I sold my wholesale supply company and having a long-standing relationship with my former customer Mtech, I identified a rather unique opportunity in the area of purchasing and logistics — joining them just over a year ago.
How did you hear about Dispatch?
We have been using Dispatch for about seven weeks and do not know how we did it without them. It is a bit embarrassing how I found out about Dispatch, but here it is:
I was at one of my vendors who used Dispatch when I received a call from one of my techs needing an electric control. Since I was enduring a tour through the warehouse looking at inventory that I had no clue of what it was, I welcomed the interruption. I showed my vendor host a picture of the control my tech needed. He had one, I gave him an order and boasted, “I need this in Elgin right now.” He responded no problem I can do it. I watched in amazement as he arranged to have Dispatch deliver the control, providing me with up-to-the-minute tracking and delivery status. I was able to track the closing gap between the driver and my tech in real-time and watch when the driver called the tech a few minutes before arriving at the drop-off, even providing a picture of the delivery.
What was your process for sending and receiving inventory prior to Dispatch?
We utilized our own fleet or vendors, normally a slow and cumbersome process, requiring our techs to frequently be pulled off the job to go and get what they needed at local supply houses.
Any special instance where Dispatch came through in a pinch or went above and beyond what you expected?
It has been a pleasure working with Dispatch. Every time I get remarkable service that is exceptionally responsive and almost too simple to use. From delivering a small urgently needed control or tool to a storage shed in a box, Dispatch has made the logistics component of my job and my company much more efficient and competitive.