C.P. Jefferies Ltd Testimonial

"I can't say nice enough things about Commusoft. It made us grow up and actually think about what we really want."

Voity Electrical has operated out of Rutland, Vermont since 2017. Mary-Rachel Voity manages the office while her husband, Matt, leads the electricians in the field. This team provides world-class residential and commercial electrical services. Mary-Rachel met with us to discuss how Commusoft revived their business and helped elevate their workflows.

Before Commusoft

Hard work and passion are two trademarks of Voity Electrical; but while they were working hard, they were drowning under the stress. Mary-Rachel remembers their past workflows:

“It just wasn’t working… there was no open communication. Everything was in Matt’s head. And if we were gonna make the move of hiring someone else, we needed to be able to have a system in place where we would be able to empower the crew leader with information.”

She continues, “It’s about working smarter, not harder… My heart was breaking that my husband was working so hard. He wasn’t able to be part of the family.” Voity Electrical needed to resuscitate their daily operations. Mary-Rachel set out to find a job management solution, and found Commusoft.

She walked us through her decision-making process,

“The most important thing for the crew was having the ability for the system to be offline and still connect when it got into service and still retain all the information. So it wouldn’t stop the workflow; one less thing for them to worry about. That really weeded out what we were looking at.”

Commusoft’s powerful field service engineer app works offline and syncs when a WiFi signal returns.

Growth is important to Voity Electrical, and helping clients grow is important to Commusoft. Mary-Rachel elaborates; “Commusoft allowed us to grow up as a company and allowed us to be able to move forward. I can see this software growing with us, or we’re going to be growing with the software. And that was huge.”

Training With Commusoft

Mary-Rachel describes Commusoft’s training and on-boarding process as “wicked easy”.

She continues,

“I’ve been in CRMs before; the logic of Commusoft was very easy for me to pick up. I was able to catch up really fast and it made me have to think about the things I should be doing. There was a great framework of being able to organise everything in a system. I don’t recall a process or procedure where I wasn’t able to have two different ways to solve it.”

Learn more about our training and onboarding process.

Revamped Daily Workflows

Commusoft’s flexibility and customisation made it easy for Voity Electrical to reinvent their workflows.

Mary-Rachel states,

“Commusoft allowed us to be able to change our process and procedures, because we didn’t know what we were doing. With the flow, who’s doing quotes, and just everything. The system allowed us to do and experiment different ways to do processes and be able to change on a dime”.

Commusoft is all-inclusive and flexible; we take the guesswork out of field service. With important processes standardised and organised, our clients can handle their operations with confidence. Voity Electrical doesn’t wonder what comes next anymore; they’re in control.

Currently, Voity Electrical operates with a “one to five” ratio of office staff to technicians. Mary-Rachel’s office schedule is optimised and efficient. She explains, “I’m able to get a routine in place because I have the reports. I’m posting payments, I’m making my deposit slip all in Commusoft and then I start uploading all the supplier’s invoices and putting it underneath the job numbers.”

She continues,

“Before this, when it was billing time, we were searching through papers, we were trying to pull this, ‘what was the time’? Just absolute craziness. Commusoft allowed us to have processes and procedures. We know we’re not missing any money. We’re not missing and forgetting about invoices. Because everything is a report. I go into my reporting and I see the jobs that are completed that need to be billed, the ones that need attention”.

Commusoft’s reporting software offers 40+ preconfigured reports, the ability to filter data, create custom resorts, and more.

Optimised Remote Operations

Voity Electrical electricians are thriving with their new mobile workflows: “The staff was very excited about the software and finding solutions and having it being so custom. The crew loves the Office Tasks. That’s their favourite one.”

Commusoft’s Office Tasks feature empowers engineers to make requests and tasks for office staff.

Mary-Rachel elaborates,

“With the remote teams, we did get laptops for them, and they also have their clock in and clock out within the system, which eliminated our payroll service because now everything is in Commusoft…Everything is in front of them.”

Commusoft strengthens working relationships and oversight between the office and field.

Commusoft’s timesheets feature automatically logs time spent traveling and at job sites.

She explains, “I’m on top of things…I get to track what’s going on with their time and make sure there isn’t any kind of craziness going on.”

Exceptional Customer Service

Kindness and great service was always at the core of Voity Electrical. With Commusoft, they were able to focus on their customer experiences.

Mary-Rachel states,

“Our customers are amazed that people actually call them back or answer the phone. But also the confirmations, cause we know when the technicians are gonna be there. Because everything’s customisable, we’re able to do some branding within the communication. With the customer journey, we can just bring them along”.

These efforts have paid off. Mary-Rachel was excited to share “12 months ago, our Google rating was a 3.0 and now today we’re a 3.8!” Voity Electrical is continuously improving; as of May 2023, they currently boast a 4.4 rating on Google!

Voity Electrical is Growing With Commusoft

Voity Electrical has hit the ground running and are excited to build on their success.

Mary-Rachel explains,

“We’re able to work on the business, not in the business…We’ve moved into a new warehouse space because we have the ability to track inventory. In the next five years, I would like to hire another office staff. I’ll be able to run three different crews with three different leaders, and be able to control all those things like prices and parts. We want to scan the parts when we start picking parts. And I want to have a part-time job for someone to pick parts. So then the crew can just focus on the job at hand”.

Voity Electrical found their confidence with Commusoft. Their system is organised, and they’re in full control of their growth.

Most importantly, with work details squared away, the Voitys have time to spend together as a family. Mary-Rachel was excited to share, “We get more family time. When I say ’Commusoft saved my marriage’, I’m really not kidding. We very rarely forget the details now that need to make the business run smoothly. We’re able to be proactive instead of reactive.”

She concludes, “In hindsight, we still would make our choice again. Commusoft allows us to streamline everything and make us more meaty instead of fat.”

Voity Electrical is clearly going to electrify the industry, and will continue to thrill more and more customers; there’s no looking back.

Mary-Rachel Voity
Office Manager

"Commusoft was a key component of our growth. Definitely. Because all of a sudden we had data, we could approach things in a different way."

When we first connected with Premier Heating Solutions back in 2020, they were thriving. At the time, they’d grown to hire just over 15 employees and upgraded to manage operations under Commusoft’s Customer Journey Plan. 

Fast forward to 2025 and the company has more than doubled its workforce to over 30 employees and is on the path to achieve staggering revenue growth—up from £1 million to a projected £5 million.

With even greater plans on the horizon, it was inspiring to hear how Phil Mulvenna, their MD, and the rest of the team at PHS are continuing to shape their growth with Commusoft playing a significant role in their ongoing success.

With Commusoft as their operational hub, Premier Heating Solutions have been able unlock new levels of efficiency, profitability, and scalability. 

From improving cash flow with seamless invoicing software, to streamlining parts management with the advanced warehouse app, their story is a powerful example of innovation, determination, and adapting to go beyond the norms that are holding back other businesses within the industry.

Harnessing the Power of Data for Growth

Premier Heating Solutions Ltd have been operating out of the Reading area since 2015 and using Commusoft since 2017.

Phil explained that before using Commusoft, their team were managing just three or four engineers and booking approximately 100 jobs per month. They managed the team through paper diaries and a T-card system, but this strategy was prone to errors, delays, and despite the team’s successes, inevitably led to a lot of missed opportunities.

It became clear that if they wanted to achieve their lofty goals, they’d need something smarter.

Their search for just such a tool led them to Commusoft, and with our software backing their daily operations, they quickly found there were many benefits to having a centralised system that connected their office teams, field engineers, and streamlined customer interactions. 

Instead of managing only 100 jobs a month, they quickly scaled to 400; and this number has continued to climb with minimal added impact to their admin team. It’s a scalable solution: 

“While we had to double our workforce, we didn’t have to quadruple it [to match]. So the features Commusoft offers us has allowed us to significantly grow and take our business to the next level.”

Tools like real-time job tracking and detailed financial management mean they’re better equipped to act decisively, not chase their tails, and instead pursue growth that’s helped them outpace local competition. 

And instead of being like a lot of other field service businesses, who may be used to putting out fires as they come up, having Commusoft as a tool:

“Allows [us] to be reactive; it’s hugely important. We’ve become almost immune to that issue we were dealing with all the time.” – Phil Mulvenna, MD.

With data at their fingertips, the team can plan ahead, anticipate issues, and better prevent  problems that might have once caused set backs.

Reducing Material Costs and Driving Efficiency

Across all aspects of their business, Premier Heating Solutions have been relentless about improving both service delivery and cutting operational costs. 

Their investment in Commusoft’s parts and stock management features, including use of the warehouse app, have slashed material costs from 40% down to around 25%. 

Using Commusoft parts management is the reason PHS were able to begin buying parts wholesale.

By bulk purchasing and meticulously tracking inventory across vans and stock locations, they’ve not only saved money, but created a system that their team can rely on. 

“It’s a really, really, powerful tool, and you could argue it does the job of a warehouse manager.”

Now, if a part is needed, it’s available almost immediately or can be quickly ordered, ensuring jobs get completed on time, more consistently.

“Our parts management is huge,” shared Phil. “Between our warehouse feature and coordination with engineers, Commusoft’s functionality is absolutely pivotal to what we do every day.”

SLAs Support Customer Service

Service Level Agreements (SLAs) are a pillar of a commitment to offering quality customer service. Phil explains, “as we’ve grown, SLAs have become far more important to our business”.

Premier Heating Solutions uses SLAs in two capacities. The first is through a Tiered Membership program in which customers are offered same-day service. The other is for a time limit on return appointments.

Phil details how Commusoft aids this process:

“SLAs are really important for our business; they help us track the service we offer. If the SLA isn’t met, I will get a notification, or my manager will get a notification, and we can look at why that happened, and be on top of the situation before it escalates”.

Ultimately, it’s their dedication to customers that’s contributed to the company’s growth:

“If you’re able to deliver a service, and meet the promises that you’re making to your customers, it helps you scale up further.”

It isn’t just about saving money; operational improvements translate directly into better customer service. 

“We believe in putting the customer at the forefront of everything that we do, and customer service is absolutely key. Working with Commusoft has allowed us to refocus on that.”

In 2025, it’s clear this is still a huge part of their ambition as a company.

1000’s of positive reviews speaks volumes for how their customers react to the services provided and which Commusoft supports from behind the scenes.

Enhanced Scheduling, Visibility, and Customer Experience

For instance, Commusoft’s job scheduling software analyses driving timing and distance for engineers against newly booked appointments, making suggestions to office staff for the most efficient routing and scheduling.

Phil states:

“We can pop in a postcode, and it tells us where our nearest engineer is on a specific day…we can get our travel time down to 10 or 15 minutes in between jobs. And that really helps us in a reactive sense, making sure we’ve got the person closest to that job who’s being booked to carry out the work”.

It’s features like this that really impact customer interactions and the impact engineers have, every day.

As well as catching up with Phil, we also spoke with Premier Heating’s Operational Director, Rebecca Wise, who noted how integral she found Commusoft to help manage her day-to-day workflows. 

Rebecca highlighted how their engineers use Commusoft to plan and execute jobs, all without needing to juggle extra paperwork and without the risk of missing additional instructions. 

“All of the information for a job is in one place and that makes it a really, really invaluable tool for the whole team. It saves a huge amount of time.”

Whether it’s managing complex scheduling, creating insightful reports on job profitability, or ensuring seamless communication with customers, Commusoft is the backbone of their operations.

Onboarding engineers is easy, too, with new staff getting to grips with Commusoft’s platform thanks to our new Training Academy and updated Help Centre that are readily available for all users.

Premier Heating’s Key Milestones, Achieved with Help from Commusoft

There have been many other benefits, including a remarkable improvement  in their payment cycle.

Connor Eccott, Finance Manager, told us that their average time-to-pay has dropped to just two days, thanks in part to the integrated payment tools they use. Stripe and GoCardless integrate directly with Commusoft, giving customers a simple, secure gateway to pay quickly. 

Commusoft’s automated invoicing software has meant “we’re able to automate the whole process, generate an invoice based on the settings we put into Commusoft, allocate parts to the job… and sends it out to the customer.”

Office staff can quickly send accurate invoices and concentrate on growing their business, it boosts the company’s cash flow and significantly reduces admin frustrations for their finance team and customers alike.

“Every single piece of the puzzle only operates as streamlined as it does because Commusoft’s at the heart of it” says Connor.

Additional Achievements and Milestones for Premier Heating Solutions:

1. Employee Growth: From 15+ in 2020 to a team of 30+ in 2025.
2. Revenue Growth: Scaling from £1.5 million to a projected £5 million (and growing).
3. Operational Efficiency: Reduction in material costs by over 15% through advanced inventory and parts management, pushing six-figure savings.
4. Faster Payments: Payment times have dropped to an average of 2 days.
5. Data-Centric Reporting: Increased transparency with communications, job management, and detailed reporting.

Watch their full testimonial playlist on YouTube to learn more!

How Premier Heating are Looking Ahead

Premier Heating Solutions’ success story demonstrates how a strong operational foundation enables exponential growth. By aligning their goals with Commusoft’s comprehensive features, they’ve transitioned from firefighting daily challenges to proactively driving their business forward.

Commusoft has been more than just software for Premier Heating Solutions; it has been their partner in success.

We’ve always appreciated our client’s input and feedback: after all, by learning from them, we can adapt and work on solutions that help them and other businesses like theirs, too!

For business looking to achieve similar success to PHS, Phil has these words:

“If it’s something you can grow into, then I would absolutely go for Commusoft. It’s really powerful for your business when you’ve got all those features and functionality to hand.”

We look forward to their continued success in the years to come.

If their remarkable five-year transformation is any indication, the future holds enormous potential for Premier Heating Solutions and we’re excited to join them on that journey.

If you’d like to see how we can help you on your growth journey, reach out today:

Phil Mulvenna
Managing Director

"There is no way we could run our business efficiently and effectively... we just simply could not run it without Commusoft."

Lincoln Smith, a director at Custom Heat Ltd, sat down to discuss why Commusoft is essential for running their heating and plumbing business.

Custom Heat is a family-run business that started with Lincoln’s parents in 1980 and has been operating for the past 40 years in and around Rugby, UK. Since implementing Commusoft in 2016, the Custom Heat team has grown from 60 in 2020, to over 100 in 2023!

How Was Your Business Run Before Commusoft?

“We had a paper-based system that we’d had for many years. The system was not internet based, so you couldn’t download a mobile app. We had engineers that would call in on a Friday afternoon to ask if they could pick another job up, or we’d have a customer that would all in at 3 o’clock on a Friday afternoon and say ‘We’ve got no hot water, can you come fix the boiler?’. So we’d call the engineer and say we’ve got another job. He’d then jot it down on a sticky label or something in his van – or probably not write it down at all. He’d drive there, do the job – but then we’d never get paid.

“We were growing as a business, our customer-base was growing, the demand for our services was growing, so we needed a system that could cope with the increase in jobs.”

What Was Your Biggest Challenge Before Using Commusoft?

“Before we used Commusoft, our invoicing was done manually. A lady in the office would produce an invoice and at the end of the week she would send all those invoices out in the post. So you could complete a job on a Tuesday – by the Thursday or Friday you’re posting the invoice – by the Monday they’ve received it – and a few days later, they’re paying it. The whole process could be a week or more.”

How Has Using Commusoft Helped You Improve This?

“Now, you click a button – and send an invoice! In fact, the engineers do it from site. Not only do invoices not get missed, but the engineer can go to a boiler service, complete the work, and click a button – all within a second. The office staff doesn’t have to do any of it.”

How Has Commusoft Transformed Your Operations?

“We now have customers call our office, who are ready to handle the call and can book the appointment into a live diary. If it’s a call-out for that day, which happens very often, it will appear in real time in the engineer’s diary. The engineer can then travel to that job and carry out the work. If they need a part, they communicate easily back with the office – just click to select who to communicate with. Once they hit complete, it lets the office know they need those parts. The engineer can then invoice and it will automatically send off the after-care email asking for a review. It’s all made very engineer friendly and very easy to use. The communication between the office and engineer is instant.”

Would You Recommend Commusoft to Other Tradespeople?

“The way that Commusoft tracks every part of every single job – you will not lose anything – it gives you complete confidence in the whole system. Complete confidence to grow. Complete confidence to push on with your business. There is no way that we could run our business efficiently and effectively, presenting ourselves the way we do with our customers, with our reminders the night before, with our text messages that say ‘we’re on our way’… we just simply could not run our business without Commusoft, it would be impossible.“

Lincoln Smith
Managing Director