It’s a device that’s in high demand from homeowners that also allows HVAC contractors to avoid pointless truck rolls and cash in on those sweet, sweet service plans.
This isn’t some hypothetical, futuristic piece of equipment — it’s the smart thermostat that’s already in about 43 million American households, according to an Energy Star estimate, and only gaining in popularity.
While one of its biggest marketable perks is the ability to cut down on energy costs and control the climate even when not at home, it’s the remote monitoring capabilities that contractors should be honing in on.
It used to be that when a customer called with a concern, a truck needed to be rolled so a technician could take a look and troubleshoot. But now, that’s no longer necessary — equipped with built-in sensors, maintenance triggers, and remote access, contractors can diagnose issues, iron things out with customers, and schedule more productive visits, all without setting foot in the home.
This means fewer pointless emergency calls, predictive scheduling, and a boatload of revenue opportunities thanks to remote monitoring plans.
Diagnostics from a Distance
Ever-evolving remote diagnostic capabilities are going to be a huge disruptor for the HVAC industry, to the enormous benefit of the contractor — and many are already reaping those benefits.
Adam Welton, senior director, channel marketing, ecobee, said they’ve been hearing directly from contractors through their Contractor Advisory Group that understanding the system status ahead of a truck roll allows contractors to try and find the simple fixes first and be better prepared when conducting a site visit.
“Ecobee Pro PIN helps instantly link contractors to the smart thermostats they install and remain top of mind when customers need them the most,” Welton said. “This means incorporating contractors’ contact information directly on the thermostat and providing homeowner notifications and alerts to help contractors stay informed during the service request process.”
INSTANT LINK: Smart thermostats, like the ecobee Pro PIN, instantly links contractors to the smart thermostats they install, while also leaving a digital calling-card of sorts with the homeowner. (Courtesy of ecobee)
Ecobee has also rolled out a mobile version of its Home Energy Reports in the ecobee app, which helps surface relevant information to both homeowners as well as contractors, including runtime, temperature, and humidity fluctuations, to really help understand what is going on in the home before deploying a service team.
Tom Dart, senior product manager, Sensi smart thermostats, at Copeland, noted that when the thermostat detects an issue or provides a maintenance reminder, it will display a message, which the homeowner can then replay to the contractor to assist in remote diagnosis, again saving a huge chunk of time.
“For example, a homeowner would receive an alert if their system wasn’t cooling properly. They could quickly obtain their contractor’s phone number from the Sensi app and call the contractor, who could then talk the homeowner through some basic troubleshooting to determine if a service visit is necessary,” Dart said.
According to David Rames, senior product manager at Midea, the company’s M-Station smart thermostat integrates seamlessly with its inverter-driven systems. Proprietary system functions like iCheck intelligently examine whether the HVAC system is running properly, and troubleshoots errors, if present.
On top of that, useful information about care and maintenance is provided, giving homeowners and contractors alike the opportunity to uncover and diagnose system issues before they arise.
“iCheck authenticates system communication between the outdoor unit, indoor unit, and wall control. Testing of all system sensors, along with network connection verification,” Rames said. “We’re continuing to refine these remote monitoring capabilities through OTA (over-the-air) updates and displaying any error codes on the wall control and diagnostic window on our Evox air handler, making it easier for contractors to troubleshoot from the office before even stepping on-site.”
Maintenance Alerts to Drive Customers
Aside from helping to ping homeowners and technicians about failures, these systems can also help to drive routine maintenance, which can promote system longevity and happier customers.
“All of our Sensi thermostats have built-in smart alerts and service reminders,” Dart explained. “The thermostat will alert the homeowner when it detects possible system issues, such as loss of heating or cooling. Service reminders will notify the homeowner when it’s time to change air filters or perform other HVAC maintenance.”
Here, contractors can put their info into the thermostat, so when an alert arises, homeowners know just who to call — a digital service-reminder magnet of sorts.
[pro iq photo]
Welton said ecobee Pro PIN contractors are directly connected to dozens of alerts and notifications shared with homeowners through their system, and are using it preemptively.
“Many contractors use ecobee notifications and alerts to proactively reach out to homeowners and potentially save any major repairs in the future,” Welton said. “Notifications can range from maintenance reminders like HVAC system inspections and air filter replacement to alerts requiring more immediate action, like an issue with a heat pump, furnace, or boiler, unusually high or low temperature detected, and more.”
At Midea, Rames said contractors are using this data to take remote deep-dives into customer data.
“Our smart thermostat platform includes predictive maintenance alerts for filter replacement, refrigerant leak detection, abnormal temperature readings, and system inefficiencies,” Rames said. “These alerts are based on operating time, usage patterns, and sensor feedback. There is a total of 35 possible error codes that will be prominently displayed on both the M-Station wall control and air handler diagnostic window. Homeowners can report these codes to their servicing contractor prior to arrival so they know the issue before being dispatched.”
Building Smart Service Plans From Smart Data
It’s clear that the next generation of smart thermostats is going to save time on reactive service, and also give a gentle nudge for often-ignored preventative maintenance, but they also offer another stream of revenue for contractors — bundled service plans.
“Yes, contractors are beginning to build proactive service plans that leverage remote monitoring features,” Dart said. “These plans use the thermostat’s system alerts and performance data to identify issues before they turn into costly failures, allowing contractors to provide preventive care and faster responses for their customers.”
Dart offered a look at what a typical plan could entail:
• Remote system health monitoring: The contractor receives alerts for issues such as loss of heating or cooling, abnormal runtimes, or system inefficiencies.
• Proactive maintenance scheduling: Based on runtime and filter change reminders, contractors can reach out to homeowners to schedule seasonal maintenance, ensuring systems are operating efficiently.
• Reduced emergency calls: Contractors can identify and address potential failures before peak season, reducing no-cool or no-heat emergencies.
Welton said ecobee contractors are also using this technology as an efficient and effective way to keep an eye on properties and prioritize their resources.
“Beyond the homeowner experience, we also offer a thermostat management platform for multifamily and commercial buildings: ecobee SmartBuildings,” Welton said. “This enables remote changes, schedule adjustments, monitor alerts, to a single thermostat or hundreds at once with an intuitive app and web portal. Among the many benefits, contractors or facility managers can help proactively address service issues before they become expensive problems.”
At Midea, Rames said they see predictive monitoring as the new central pillar to a well-run maintenance plan.
“All HVAC systems should be serviced at least twice a year to maximize system performance,” Rames said. “Early detection is key, so finding an irregularity before it becomes a system failure is always best. This is extremely important during peak winter and summer seasons.”
He added that fully communicating systems like Midea Evox, along with functions like iCheck, allow contractors to hone in on a service plan that best fits the application.
The Remote-Controlled Future of HVAC
It’s unlikely people are going to become unglued from all of their devices, or are going to opt out of convenience. When it comes to an expensive HVAC system that protects their families and businesses, the peace of mind brought by remote monitoring capabilities is an easy sell.
For contractors, the value is not just in a product that customers are clamoring for, but the ability to get a solid sense of a problem before even getting in the truck, and being able to sell maintenance plans that are specifically tailored to individual systems.
The data is pointing to this being the new customer relationship of the future — more precise service, with fewer disruptions for all involved.