FOR THE CSR
Data Cleanse
Booking-category check that catches miscategorized calls.
The booking leaves the call with the right job type and business unit already on it. The rep no longer circles back to fix a category days later when dispatch sends it back.
- Time back
- 2 min
- per call
- Cost
- 4.5¢
- 9 Rivets per call
How it works.
4 steps, and your team only touches the ones that need a person.
- 1.
Book the call the usual way
The rep takes the call, books the job, and picks the job type and business unit, exactly how they work today.
- 2.
Check the choice against the call
When the call ends, Data Cleanse reads what the customer described and compares it to the job type and business unit on the booking.
- 3.
Flag only the mismatches
Calls where the category matches pass without interruption. Calls where it does not match surface for the rep, showing the call, their category, and the category the call points to.
- 4.
Confirm or correct in one step
The rep picks the right category or confirms their original choice. The corrected category saves back to the booking, and the check is written to a record the office can review.
Try it.
A small working model of Data Cleanse. Nothing here touches a real customer.
You're the CSR. Book an incoming call into a category and see whether it holds up.
A day for the CSR.
- 8:15 AM
The CSR takes the first calls of the day and books each job in a couple of minutes. They pick a job type and business unit fast, then move to the next caller. Most choices are right, but a few are made before the real problem is clear.
- 11:00 AM
A caller describes a problem that could be a repair or a routine maintenance visit. The CSR picks one, books it, and moves on. Nobody checks the choice against what the customer actually said.
- 2:30 PM
Dispatch sends a job back. The category was wrong, the wrong crew was lined up, and the booking lands in the CSR's queue again.
- 3:15 PM
The CSR reopens a record they have not seen in two days. They work out what the call was really about, fix the job type and business unit, and call the customer back to be sure.
- 4:45 PM
The day ends with a handful of these reworks done out of order. The CSR is not sure how many more bookings are still sitting wrong in the system.
- 8:15 AM
The CSR takes the first calls and books each job the same way as always. The booking flow does not change.
- 11:00 AM
The same ambiguous call comes in. The CSR picks a category and books it. When the call ends, the check runs in the background and compares the choice to what the customer described.
- 11:02 AM
The booking does not match. A flag surfaces with the call, the category they chose, and the category the call points to. The CSR sets it right in about half a minute, while the call is still in their head.
- 2:30 PM
Nothing comes back from dispatch. The booking that would have bounced was corrected hours ago, at the source.
- 4:45 PM
The day ends with no stale reworks waiting. The CSR spent the afternoon on live calls instead of reopening old ones.
What it won't do.
So nobody's surprised later.
- Standardizing or reformatting customer names, addresses, or phone numbers
- Geocoding locations
- A general data-quality sweep across existing records in the CRM
- Writing call notes, applying tags, or creating follow-up tasks
- Booking the job or choosing the category on the rep's behalf
- About 220,000 calls a month analyzed across 31 shops
- 139 shops use Graphite Lab tools
- 108 ServiceTitan data types synced, including for multi-location operators
- 66 to 93 mobile PageSpeed, from a contractor's old site to the preview we built in under 10 days
Let’s talk about your shop.
No slide deck. Tell us how your team runs today and we'll show you what we'd build first. If it's a fit, we send you a quote.
