How DRF increased operational efficiency by 25% with Praxedo

Briefly tell us about your company and what you offer.

DRF Water Heating Solutions serves customers in crisis due to hot water issues or leaks. We handle the entire process—coordinating the property owner, technician, product, permitting, and payment—and complete same-day installations, up until 2 PM, across 14 states. DRF has a unique partnership with Home Depot and Lowe’s. As a “sell, furnish, and install” provider, DRF handles everything after the retailers generate a lead, including selling, furnishing, and installing water heaters.

What challenges were you facing before implementing Praxedo?

Before Praxedo, we faced real challenges. In our business, it’s about pulling together the ‘Five Ps’—the person (property owner), the pro (technician), the product, permitting and compliance, and payment—fast. Everything was manual. Our routing process relied heavily on human intuition and experience, which made it inconsistent. On top of that, our technicians were scattered across multiple states, and job assignments would constantly change based on inventory, traffic conditions, and the emergency nature of our services.

The manual system not only left room for error but also placed an enormous mental burden on our dispatchers. It wasn’t sustainable as we expanded into more remote markets, and we were losing sales and missing installations, which hurt both our customer satisfaction and employee morale. The pressure was mounting, and we knew we needed a solution that could optimize our operations.

What set Praxedo apart from other solutions?

Praxedo’s advanced algorithm takes all the variables we were struggling with—technician skills, real-time traffic, job urgency, and even local compliance requirements—and automates the entire process. The system could dynamically route our jobs based on real-time factors, such as the exact location of our technicians and available parts, without anyone manually adjusting routes.

What set Praxedo apart was not just the dynamic routing, but the seamless integration with our existing systems. We needed software that could easily integrate with our CRM, inventory management, and compliance systems. Praxedo’s open API made that process effortless. The platform also enabled us to automate job scheduling and dispatching, taking into account real-time updates like inventory availability, technician proximity, and even regulatory requirements for each region.

One feature that stood out was the ability to create custom workflows based on the unique needs of each job. Praxedo’s system wasn’t a one-size-fits-all solution; it allowed us to configure it according to our needs. For example, our technicians needed detailed checklists for compliance, and Praxedo’s app allowed us to build those right into the job orders. This level of customization was something we hadn’t seen in other platforms we evaluated.

How did you overcome initial user adoption challenges?

Introducing new technology always comes with resistance. Our technicians and frontline workers are tradespeople—they’re used to doing things a certain way, and change can be tough. At first, people were skeptical. But thanks to Praxedo’s intuitive mobile app, we found that even the least tech-savvy technicians could quickly adapt.

The mobile app was a game-changer. Technicians now receive real-time job updates, complete with directions, customer information, and any special instructions—all in the palm of their hand. It even supports offline mode, so they can continue working without connectivity. As they completed jobs, they could instantly update the system, take photos, capture signatures, and even request parts, all from the field.

I remember one technician telling me, ‘I didn’t realize how much stress this was taking off until I wasn’t the one responsible for making every decision manually.’ That’s huge because now they can focus on doing their job—installing water heaters and resolving emergencies—without worrying about all the other details.

Where are you seeing the biggest benefits and results since implementing Praxedo?

Since implementing Praxedo, we’ve seen a 25% increase in operational efficiency. What used to take months of training to get someone up to speed now takes weeks. Our dispatchers, who were once overwhelmed with complex routing decisions, now trust Praxedo’s algorithm to make those decisions in real-time. The result? Fewer mistakes, faster installations, and a massive reduction in stress for everyone involved.

We’ve also been able to improve our first-time fix rates, which means more satisfied customers. With real-time inventory updates and automated part ordering through Praxedo, technicians arrive at a job fully prepared. We’re also seeing faster compliance checks—thanks to Praxedo’s built-in forms, we’re able to ensure that every job meets local regulatory standards before the technician even steps foot on-site.”

For us, it wasn’t just about solving today’s problems; it was about scaling nationwide. The complexity of what we do—installing compliance-heavy components like water heaters across 7,500 municipalities with unique codes—is immense. Praxedo’s platform gives us the flexibility to manage these local nuances while scaling our operations across 14 states. The system’s scalability and adaptability allow us to enter new markets without worrying about breaking under pressure.

Would you recommend Praxedo?

Today, our team is delighted, and we feel a sense of joy knowing that we have a scalable platform in place. Praxedo has lifted a huge burden off our shoulders. With features like dynamic routing, mobile app capabilities, and seamless integration with our systems, our operations are running smoother than ever. Praxedo has been essential in helping us grow, and I can say without hesitation, we couldn’t have done it without them.