How Simpson Salute Grew from $3.8M to $17M and Cut Callbacks in Half with measureQuick

Simpson Salute spent 20 years building a $3.8M HVAC company in New Philadelphia, Ohio. Then they grew to nearly $17M in three years, and everything broke. measureQuick became the system that held it all together.

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The Challenge

For two decades, Simpson Salute operated as a tight crew of experienced technicians. Each tech had about 15 years in the field. Callbacks were manageable. Customer satisfaction was high. There was no urgent pain point.

Then the company grew from $3.8M to $17M in three years, adding dozens of new technicians to the roster. The problems arrived fast. Installation callbacks hit 4%. Customer satisfaction dropped. Senior techs spent their days chasing problems created by inexperienced crews who were missing gas pressure, static pressure, and other critical startup steps. Service Manager Ben Chouinard was running 10 to 12 hours a day driving job to job, helping techs who couldn’t diagnose basic issues in the field.

Our installation callbacks went through the roof. Our customer satisfaction started to drop. Our 30-year service technician is upset that he has to go back on an inexperienced startup from an installer that’s only been in the field for a couple of years.

Chad Simpson, Owner, Simpson Salute

The Solution

Simpson Salute spent the first quarter training every technician on measureQuick. They built a learning lab, taught techs how to deploy every probe, use a manometer, run a combustion analyzer, and follow the app’s guided workflows. The mandate was simple: every probe, every time.

Ben Chouinard, the service manager and training director, found that the guided workflows cut onboarding time to a fraction of what it had been. Before measureQuick, onboarding a new tech required 8 to 10 hours of classroom time on probe placement and app navigation alone. With guided workflows, he could hand a new hire the app and say, “Follow it step by step. You cannot mess it up.” New techs with zero HVAC experience were in a truck and running calls solo within 30 days.

The streaming feature changed how the service department operated. Instead of driving 15 to 30 minutes to assist a tech in the field, Chouinard could pull up live diagnostic data from his phone or office and coach three, four, or five technicians simultaneously. One service manager replaced what previously required three or four.

The Results

Within six months of full measureQuick deployment, Simpson Salute saw measurable improvements across every part of the business.

The callback reduction alone paid for itself. At the $17M revenue level, dropping from 4% to under 2% freed up a full-time technician who had been doing nothing but rework. But the bigger impact was on revenue growth. measureQuick’s report cards gave technicians a third-party diagnostic summary to show customers, replacing the awkward opinion-based sales conversation with objective data. When a 20-year-old system scores a D, the repair-versus-replace conversation starts itself. Those warm handoffs to comfort advisors closed at 80%, with zero additional marketing spend.

A lot of this growth from $3.8 million to $17 million has been soft, warm handoffs that closed in that 80% range that we’ve already paid to get in that house. We’re not paying another Google review there. We’re in that house.

Chad Simpson, Owner, Simpson Salute

The training results were equally dramatic. A former cable installer with no HVAC background was running solo service calls and selling complete systems within three weeks. Separately, Service Manager Ben Chouinard credits measureQuick with growing his own prior business from $250K to $600K in annual revenue. A three-month tech diagnosed an undersized vent that would have stumped a less-equipped technician with years of experience. Across the board, techs found 20 to 30% more faults per call, driving average ticket values up while giving customers full transparency on the condition of their equipment. As Chad puts it: “Our bottom line net margin is higher than ever. There’s not a day that goes by that measureQuick is not talked about in every circle of our business.”