MOS Mechanical · aftercare intake · demo
The voice is the easy part. The triage is knowing the house.
Six examples to watch, 2,500 houses to try, and every rule visible.
The conversation
Heat pump codes: H codes are hydraulic and ours, F codes are a supplier warranty call.
What we know
What the caller has told us
- Caller
- needed
- Contact number
- needed
- House
- needed
- Issue
- needed
- In their words
- —
The answer
Decision
The rules decide once the ticket is complete. The conversation only collects facts.
Still needed
- Caller
- Contact number
- House
- Issue
The pattern across a year
Every call ticketed the same way, 2025-10-01 to 2026-09-30. Invented data, realistic shape.
Calls in the year
2,160
41 a week, 79% by phone
Out of hours
31%
Nobody there to answer today
Never became a ticket
313
14% of calls, no record at all
Repeat within 90 days
11%
228 houses with 3+ calls
Recoverable from builders
€67,223
228 chargeable calls inside a builder’s warranty
Calls by month
Winter doubles the load
Heat pump calls per 100 installed
- Thermex Vantage 11kW47
- Thermex Vantage 8kW40
- Nordair Arc 12kW37
- Nordair Arc 9kW27
One model fails at nearly twice the rate of the best. That is a supplier conversation.
Where the calls went
- MOS plumbing team392 (18%)
- Builder / snagging team179 (8%)
- Chargeable, via MSM1020 (47%)
- Supplier warranty claim366 (17%)
- Guidance only203 (9%)