Atlas Butler Quick Facts
- Founded in 1921
- Based in Columbus, Ohio
- Provider of commercial and residential HVAC services
- 24/7 operation
How CMS Helps
- After-hours customer service
- Online on-call scheduling
- Text (SMS) message delivery and call clearing
- Improved response time
In our first client spotlight, we’re speaking with Atlas Butler’s Paul Johnson about the company’s longevity, community service, and long time partnership with CMS.
Paul, thanks for taking the time to speak with us today. Could you briefly describe your role and responsibilities at Atlas Butler? How long have you been with the company?
My role as Customer Service Manager for the Residential Department at Atlas Butler Heating & Cooling carries with it many duties and responsibilities. I started at Atlas Butler in January 2010 and manage a group of 7 customer service agents/dispatchers, schedule service calls, handle client issues, manage the on-call schedule through CMS, and complete all service inquiries that come through our website.
You have been in business since 1921 and have been named the Best HVAC Company in Central Ohio by readers of Columbus CEO Magazine. With so much competition in your industry, how have you been able to distinguish yourself and earn such praise from the community?
Continuous training. Atlas Butler started its own apprenticeship program called the ABA program (Atlas Butler Academy) in 2003. We do not let a tech in to diagnose a homeowner’s equipment until at least one year of training has been completed. After the year, we continuously train to make sure we are doing a great job. Our repair guarantee has also been well received by homeowners. If you are not satisfied with the repairs we make, they are done at no charge.
You handle service calls 24-7 and partner with CMS to assist with your after-hours customer service and dispatching needs. What key factors make this relationship more beneficial than handling the calls in-house or utilizing a voicemail system?
The response time is better. Homeowners do not have to wait until the next business day if they need emergency service. Plus, because we are a 24-7 company, we are able to run service calls while the office is closed. We retain more clients because they like the 24 hour availability. This is also beneficial for our commercial department as they staff an on-call technician during evening hours as well.
We recently made a big change to your dispatching process, switching from an on-call phone system to text messaging. Was there any hesitation about making this switch? How has the new process been received by your field technicians?
Initially there was some hesitation. Fixing what isn't broke is sometimes viewed as unnecessary. We quickly found out that we were wrong and the field technicians have embraced the latest technology of responding to CMS via text messaging. It’s hassle free and has a quicker response time. They appreciate not having to call in to clear each call they receive.
Last year was an exciting year, as it marked Atlas Butler’s 90th anniversary. How did you celebrate?
In our industry, longevity speaks volumes. Celebrating our 90th anniversary meant a lot to all of us here at Atlas Butler. Mark Sweptson, our President and CEO, has always been very involved in the community and to celebrate he created the “Atlas Butler Awards.” In conjunction with White Castle, who also celebrated their 90th anniversary last year, we were able to provide scholarships to high school students that are involved in the community as well. Giving back to the community is something that has always been very important to Mark and the program will continue into the next school year.