How Genz-Ryan Achieved 100% measureQuick Adoption Across 47 Technicians and Cut Callbacks by 90%

Genz-Ryan is a residential HVAC contractor in the Minneapolis metro area. In under a year, Director of Operations Doug Larson led a company-wide rollout of measureQuick that transformed how 47 technicians diagnose, document, and sell – while surviving the worst HVAC season in Minnesota history.

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The Challenge

Callbacks were an accepted part of doing business at Genz-Ryan. So accepted that the company employed a full-time technician whose sole job was running callbacks. When a repair from two months ago stopped working, Randy went back out to get it going again. It was just how things were done.

Beyond callbacks, the company faced the same problem every growing HVAC operation runs into: inconsistency. With dozens of technicians running their own diagnostic processes, some caught every issue on the first visit and some missed critical findings. Paperwork took 15 to 20 minutes at the end of every job. Phone-based troubleshooting between field techs and managers was a game of telephone where critical details got lost. And experienced technicians who had been running calls the same way for eight years had no incentive to change.

Callbacks actually used to be a pretty accepted part of our company, to the point where we even had a full-time guy that was hired just to run callbacks. His entire job was going back out when something wasn’t working again.

Doug Larson, Director of Operations, Genz-Ryan

The Solution

Larson did not try to roll measureQuick out to all 47 technicians at once. He found two techs who believed in what the tool could do and were willing to put in the work to adapt their call style. Those two champions built the internal process, found what worked with customers, and refined the workflow until they were consistently at the top of the performance board. Once leadership had proof that the approach worked, scaling to the rest of the team became straightforward.

Every technician received a full nine-probe kit through a tool loan program that let them start using measureQuick immediately and pay the cost down over time. Each kit was organized in a hard case with all the hand tools needed for a complete diagnostic: screwdrivers for panel removal, Allen keys for gas valves, and every probe arranged and ready to deploy. A technician could walk in with one case and be set up for a full system evaluation.

Genz-Ryan now has two full-time staff members dedicated to measureQuick optimization. They test different task modes, find ways to streamline probe deployment, and work through the practical challenges of running diagnostics in the field. When technicians went from averaging two hours per diagnostic to completing a full evaluation in 30 minutes, the team started exploring features they had previously set aside.

The company unlocks Premier features on every house they visit. At five qubits per address for unlimited annual reports, the investment pays for itself in the first return visit. When a technician goes back for fall maintenance after a spring tune-up, they pull up the previous report and show the homeowner a side-by-side comparison. If the system dropped from 100% to 75%, they present options to bring it back up before leaving. That conversation, powered by real data, drives their sales process.

The Results

Within a year of beginning the rollout, Genz-Ryan achieved 100% measureQuick adoption across all 47 technicians. The results showed up across every metric the company tracks.

Callbacks dropped by 90%. The full-time callback technician position was no longer needed. Diagnostic time went from two hours per call to 30 minutes. And the end-of-job paperwork that used to take 15 to 20 minutes disappeared entirely – when a technician walks out of the customer’s house, the report is already uploaded to the job in ServiceTitan.

Our technician’s average ticket is higher than anybody else in this area. Our closing rate is higher than anybody else in this area. Even though we have a company-ending season that has taken a lot of companies down throughout the last year, we’re seeing our statistics and our growth continue to go up.

Doug Larson, Director of Operations, Genz-Ryan

The timing proved the value. Minnesota recorded one of the mildest summers in HVAC history – 70-degree days all season while Chicago, six hours south, hit 100. Companies across the state closed. Genz-Ryan’s average ticket and closing rate climbed. Larson attributes that resilience to the combination of measureQuick data, a coaching strategy built around those reports, and the cultural transformation the rollout required.

Remote streaming changed how the company supports field technicians. Before measureQuick, a field manager had to drive to the job site to troubleshoot. Now call coaches monitor eight to ten technicians at a time, triaging problems in real time. They see the diagnostic grades, help build repair options at different price tiers, and guide the sales conversation while the technician is still with the customer. Genz-Ryan also gave their manufacturer tech support representatives streaming access, so factory expertise is available on every call without a site visit.

The ServiceTitan integration closed the loop on the back end. When a customer calls back with questions about a quote, the customer service team pulls up the measureQuick report and answers directly instead of promising a callback. Larson’s goal was to remove as much friction from the technician’s day as possible so they could focus on the customer and the equipment, and let the technology handle the documentation.