How The Trusted Toolbox Keeps Customer Answers One Question Away With FieldPulse Maverick

Getting up to speed at a service company means learning where everything lives, and the answers don’t always sit in one obvious place. At The Trusted Toolbox, customer service rep Misty Blair has Maverick, FieldPulse’s built-in AI assistant, which puts appointments, invoices, and customer records one question away.

Customer Spotlight: The Trusted Toolbox

• Industry: Residential handyman services
• Location: Norcross, GA
• FieldPulse customer since: 2024

What Maverick Does at The Trusted Toolbox

• Gives a new CSR a first place to look before asking a coworker
• Pulls up appointment and invoice details when a customer calls to confirm a visit or ask about a payment
• Logs comments to a customer’s account within seconds, so the next call can start
• Drafts a full customer record for a first-time caller from the call transcript
• Pulls time-and-materials records by author and searches the web for products a job needs

The Trusted Toolbox is a residential handyman company in Norcross, Georgia, and customers who call reach Misty first. She answers the phone, takes notes, books appointments, quotes time-and-materials work from the office, handles complaints, and follows up with customers.

Learning the Job While the Phone Rings

The phone rings all day at The Trusted Toolbox, and whoever answers needs the schedule, the invoices, and the customer history in front of them. A new CSR has a lot of ground to cover before all of that is second nature.

Misty joined with 15 years of customer service behind her, little exposure to field service software, and only light experience with AI. She knew how to talk to customers. The job around the conversation was new: confirming appointments, checking invoices, logging what each caller said. Any office that adds someone to the front desk goes through this. Before Maverick, a question Misty couldn’t answer meant getting up from her desk to ask a coworker.

A First Place to Look

General manager Kirk Sweet introduced Maverick to the office team, and Misty started small. She asked it to look up a customer by name. “And I’m like, oh wow, it pulled it up.”

From there, Maverick became her first stop, and she asks it something different every day. She types in her own basic lingo, and Maverick figures out what she means. When a customer calls to confirm an appointment for tomorrow or next week, she asks for the visit and pulls it up.

When someone asks whether an invoice has gone out or been paid, she asks Maverick with the invoice number. When a customer says they’re ready to move forward, she tells Maverick to find the account and log it, and the comment is on the account within seconds.

For a first-time caller, Maverick drafts an entire customer record from the call transcript. She also uses it to pull time-and-materials records by author, to search the web for a product a specific job needs, and to find answers in FieldPulse’s help articles.

Before Maverick, Misty used ChatGPT to turn her plain wording into something polished. ChatGPT can’t see the company’s schedule or tell her whether an invoice was paid. Maverick can, because it works from The Trusted Toolbox’s own FieldPulse records: customers, schedules, jobs, invoices, and comments.

Answers Without Leaving Her Seat

Three months into the job, Misty’s questions go straight to Maverick, and she stays at her desk, on the line, with the customer’s record in front of her. Where a question once meant getting up to ask a coworker, it now starts with Maverick. “I don’t have to get up a million times and ask the question, you know, that I can easily ask Maverick.” She calls Maverick her “little sidekick,” and she believes it helps a new CSR get up to speed faster.

The time it saves is the point for her. She says the time Maverick saves on a customer record also saves money, and she keeps the math simple. “There’s nothing more valuable than your time regardless. So the fact that it’s saving anybody time, that’s value in itself.”

Kirk sees the same value at the front desk. On the CSR side, he says, Maverick is helping them do their jobs a little easier, and day-to-day staff is where he sees the greatest impact. Asked what he’d tell a business owner who’s apprehensive about AI, Kirk is direct: he thinks holding back is a mistake. AI, he says, will “help increase your sales,” and he “can prove it.”

Ready for the Next Call

The Trusted Toolbox has a phone that rings all day, and Maverick is part of how it gets answered. Every appointment a customer wants to confirm is a question Misty can put to Maverick. Every invoice someone asks about is one she can check by number. Every first-time caller gets a customer record drafted from the call. Every new CSR who joins the office has a first place to look.

Misty has seen what Maverick can do, and her view is plain. “Why would I not use this? This would be crazy not to.”

The phone keeps ringing at The Trusted Toolbox. With Maverick handling the lookups and logging, customer answers are one question away.

About Maverick

Maverick is FieldPulse’s built-in AI assistant for the office. Ask it a question in plain language, and it answers from your own FieldPulse data: customers, jobs, schedules, invoices, and more. It can find records, build reports, draft customers, jobs, estimates, and invoices, and walk your team through how-to questions using the FieldPulse Help Center. It can also search the web for context. You don’t export anything or paste it into another tool. Maverick drafts, and you approve: nothing saves until you read it over and sign off.

See what Maverick can do for your team. Learn more →