How We Built a Custom CRM with Technician Tracking, Automation, and Customer Campaign Management

A fully integrated CRM built to streamline operations, enhance technician visibility, and automate customer engagement across three HVAC companies.

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Team Size

2 Developers

Project Type

Custom CRM Development

Project Duration

10 Weeks

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About The Project

How We Built a Custom CRM with Technician Tracking, Automation, and Customer Campaign Management In today’s competitive HVAC (Heating, Ventilation, and Air Conditioning) industry, customer experience and technician performance play a crucial role in business growth. Companies that manage large technician teams often struggle with fragmented data, high CRM costs, and limited visibility into technician activities and customer engagement.
This case study outlines how we developed a custom-built CRM platform from scratch for George McPherson, the owner of Hales AC, Abraham AC, and Climate Control Services — three leading HVAC companies across Florida. The solution provides complete operational visibility, automated customer communication, and intelligent campaign management, integrating with SuccessWare APIs, GoHighLevel CRM, and Power BI to create a unified ecosystem for data-driven decision-making.
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Technologies Used

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CodeIgniter 4.x + PHP-cURL

For building the full backend, automation engine, and API workflows.

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MySQL

For structured data storage, syncing, and fast query performance.

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jQuery

For front-end interactions, dynamic dashboards, and real-time UI updates.

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GoHighLevel + GraphQL

For campaign automation, customer sync, and external system integrations.

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Project Goals

The development of the custom CRM for Hales AC, Abraham AC, and Climate Control Services was centered on solving operational inefficiencies, automating customer engagement, and improving technician performance visibility across all locations.

Centralized Multi-Company Data Management

I Built a unified CRM allowing leadership to manage operations for Hales AC, Abraham AC, and Climate Control Services seamlessly while keeping data fully segregated and secure.

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Technician Tracking & Operational Automation

Automated technician job assignment processes, bio-sharing, and review-request workflows to eliminate manual tasks and improve customer transparency.

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Customer Engagement & Retention Optimization

Implemented automated email/SMS workflows and integrated GoHighLevel CRM to re-engage inactive customers and improve long-term retention.

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Advanced Reporting & Performance Insights

Integrated analytics dashboards and Power BI visualizations to help management track technician performance, customer satisfaction, campaign results, and ROI trends.

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Challenges We Faced

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Multi-Company Data Isolation

Keeping data separate for three HVAC companies while allowing a unified admin view required advanced filtering and access-control logic.

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Real-Time Technician Data Sync

SuccessWare API delays and inconsistencies made accurate technician tracking and automation triggers challenging.

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Automation Timing & Workflow Dependencies

Coordinating bios, SMS/email alerts, and review requests across multiple APIs needed precise validation to avoid failures or duplicate sends.

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Unified Campaign Insights

Different data formats from GoHighLevel and Power BI made it hard to combine marketing spend, conversions, and retention metrics into one dashboard.

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High Volume Communication Logging

Handling thousands of monthly emails, SMS logs, and technician events required a strong logging system to maintain performance and transparency.

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Solution We Offered

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Multi-Company Dashboard

Created a unified CRM where all three HVAC companies can be managed separately using dynamic filters and secure role-based access.
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Technician Automation

Enabled automated technician bio sharing, job-completion review requests, and real-time updates synced directly from SuccessWare.
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Centralized Reviews & Campaign Tracking

Built consolidated pages to manage reviews, technician activity, campaigns, and field operations, all in one streamlined interface.
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Integrated API Ecosystem

Connected SuccessWare, GoHighLevel, and Power BI to automate workflows, sync customer data, and deliver clear performance analytics.
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The Result

Delivering Automation, Visibility, and Operational Efficiency for Multi-Company HVAC Workflows.
We helped streamline operations across Hales AC, Abraham AC, and Climate Control Services by: reducing dependency on high-cost CRMs through a fully custom platform, centralizing multi-company technician data for real-time decision-making, and automating bio-sharing and review requests that significantly improved customer engagement.
By integrating SuccessWare APIs, we eliminated manual data entry and ensured accurate, up-to-date technician and job information at all times. Connecting GoHighLevel enabled automated reactivation campaigns that boosted returning customers, while Power BI dashboards delivered clear insights into marketing performance and operational trends. These enhancements improved workflow efficiency, increased technician accountability, supported smarter leadership decisions, and created a scalable foundation for future growth across all three companies.

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