Streamlining Operations at Vacinek Plumbing, Heating & Roofing
Client Profile
Vacinek Plumbing, Heating & Roofing, Inc. is a full-service contractor serving residential and commercial clients with comprehensive roofing, plumbing, and HVAC solutions. Operating for over two decades, the company has built a solid reputation for quality workmanship and reliable customer service.
Challenge
As Vacinek expanded its service offerings from primarily plumbing to include heating and roofing services, the company faced significant operational challenges:
- Inefficient scheduling across three distinct service departments
- Technicians lacking cross-departmental visibility
- Increased customer wait times
- Difficulty managing seasonal demand fluctuations (heating in winter, roofing in spring/summer)
Solution Implemented
The company implemented a three-phase approach to streamline operations:
Phase 1: Integrated Management System
Vacinek adopted a comprehensive field service management platform that integrated scheduling, dispatch, customer history, and invoicing across all three service departments.
Phase 2: Technician Cross-Training
Select technicians received training in complementary service areas, creating a more flexible workforce that could respond to seasonal demand shifts.
Phase 3: Preventative Maintenance Programs
The company developed year-round maintenance packages that bundled services, helping to balance workload throughout the year.
Results
Within 12 months of implementation, Vacinek Plumbing, Heating & Roofing experienced measurable improvements:
- 32% reduction in response time for service calls
- 27% increase in overall technician utilization
- 41% growth in preventative maintenance contracts
- 18% reduction in operational costs
- Customer satisfaction scores improved from 4.2 to 4.8 (out of 5)
Key Takeaways
The Vacinek case demonstrates how integrated systems and strategic workforce planning can transform multi-service contractors’ operations. By breaking down the silos between plumbing, heating, and roofing departments, the company created a more responsive and efficient organization.
The preventative maintenance programs proved particularly valuable, converting unpredictable emergency service calls into scheduled maintenance visits, allowing for better resource allocation and improved customer relationships. This approach has positioned Vacinek as a comprehensive home services provider rather than three separate specialty contractors under one name.