Skip to content

The Sluzhba Case-Study Archive · 2022 — 2025

1,840 crews. Six markets. One operations layer.

The dispatchers, technicians, and owners running field service businesses across Ukraine, Poland, Romania, the Czech Republic, Moldova, and Bulgaria — in their own words, with their own numbers. Every story below names a real operator, a real trade, and a real quarter.

Filed by the Sluzhba customer team. Last updated Q1 2025. Three new case studies added each quarter.

Read a deployment ↓ See the platform

Field crews running on Sluzhba right now

  • UA Teplocomfort Kyiv
  • PL Hydroserwis Wrocław
  • RO Electro Instal București
  • CZ PrahaServis s.r.o.

Plus 1,836 other named operators across CEE — request the full directory from your account lead.

Flagship Case Study · Ukraine · HVAC + Plumbing

How Kyiv-based Teplocomfort halved dispatcher overtime in one winter.

A 142-technician HVAC and plumbing operator serving Kyiv, Lviv, and Odesa cut dispatcher overtime from 18 hours a week to 7, lifted first-time-fix rate from 61% to 79%, and retired four overlapping spreadsheets in the same quarter they migrated.

“Our dispatchers used to live in WhatsApp. Now they live in Sluzhba. The phone still rings, but we know what to do before we pick it up.”
Olena Marchenko · Director of Operations, Teplocomfort Group · 142 techs · UA
Read the 90-day timeline
61% First-time-fix before Sluzhba (Nov 2022)
79% First-time-fix after one winter (Mar 2023)
18 → 7 hrs Weekly dispatcher overtime, per shift lead
4 → 0 Overlapping job-board spreadsheets retired
4.1 mo Payback period — measured against the original business case Teplocomfort submitted to their CFO.

Outcomes by trade

What the data shows, broken out by vertical.

Every number below is drawn from Sluzhba's internal cohort analysis of 412 deployments completed between 2022 and 2024. We report per trade, not per region, because a plumber's job looks nothing like an electrical installer's job — even on the same platform.

  • HVAC PL · UA

    41% faster first-time-fix across 320+ crews.

    Measured against each customer's own pre-Sluzhba baseline over a rolling 90-day window. HVAC operators consistently cite the symptom-routing engine as the single biggest lever.

    Cohort n = 87 · Median payback 4.3 months

  • Plumbing RO · CZ · MD

    Dispatcher headcount-per-route: 1:8 → 1:22 in 90 days.

    Plumbing work is the most volatile trade in our book — emergency calls, parts runs, repeat revisits. Sluzhba's route optimizer absorbed the volatility without adding dispatchers.

    Cohort n = 64 · Median payback 3.9 months

  • Electrical UA · PL · BG

    94% first-month technician adoption, measured — not promised.

    Electrical crews are the most resistant to new mobile tooling in our cohort. When 94% of 6,200 electricians kept the Sluzhba app on their home screen after 30 days, the dispatcher noticed.

    Cohort n = 71 · Median payback 4.6 months

  • Telecom Install CZ · RO · UA

    Marketplace lead-to-job time: 11 min → 90 sec.

    Sluzhba's closed-loop integration with Prom.ua, Rozetka, Allegro, and eMAG pulls a lead directly into the dispatch queue with parts, address, and SLA already attached.

    Cohort n = 52 · Median payback 5.1 months

Chaptered Timeline · Teplocomfort · 90 days

From spreadsheet to dispatcher-free routes in 90 days.

A real deployment, in the order it actually happened. No narrative compression. If you're an operations director mapping this against your own rollout fears, the four chapters below are the milestones to pressure-test.

  1. Ch. 01
    Week 1 · Migrate

    7,400 jobs, 142 techs, one import.

    Teplocomfort's historical job data lived across four spreadsheets, a Google Sheet, and a legacy desktop CRM that hadn't received a security update since 2019. Sluzhba's migration team ingested the lot in 4 working days. Dispatchers were shadow-dispatching in Sluzhba by Day 5.

    Metric: 100% of historical jobs queryable by Day 7. Zero spreadsheet references in any internal handover document by Day 10.

  2. Ch. 02
    Weeks 2 — 4 · Train

    142 technicians, one onboarding wave.

    Teplocomfort ran the rollout in one wave, not in pilots. The reasoning — given to us by their COO — was that a two-track operation is harder to operate than a clean cut. Sluzhba's offline-first mobile app was the deciding factor; their service area includes rural Odesa oblast where 3G is optimistic.

    Metric: 94% of technicians active in the app by end of Week 4. Average first sync on rural 3G: 11 seconds.

  3. Ch. 03
    Weeks 5 — 8 · Cut over

    WhatsApp groups archived. Clipboards retired.

    The cut-over happened on a Sunday. Monday morning, the dispatcher opened Sluzhba instead of WhatsApp. The CEO's only intervention was a printed note on the dispatch-room wall: “If it's not in Sluzhba, it didn't happen.” That note is still there.

    Metric: WhatsApp group messages per dispatch shift dropped from ~220 to 14 by end of Week 8. The 14 are mostly birthday cakes.

  4. Ch. 04
    Days 60 — 90 · Optimize

    Routes rebuilt. Overtime halved.

    With six weeks of clean data, Sluzhba's route optimizer rebuilt Teplocomfort's daily plan from the ground up. Dispatchers stopped micro-managing; technicians stopped calling to ask where to go next. The CFO signed off on the platform as a capitalizable operational asset in Q1 2023.

    Metric: Dispatcher overtime down 61% (18 → 7 hrs/wk). First-time-fix up 18 points (61% → 79%). Payback: 4.1 months.

What replaces what

Legacy ops, in a dispatcher's own vocabulary — and what Sluzhba does instead.

Operations directors don't switch platforms for feature lists. They switch because one specific Tuesday, the WhatsApp dispatch group ate a job and the customer called the owner. The table below names that Tuesday.

The legacy pain What it cost you What Sluzhba does instead
WhatsApp dispatch groups Jobs buried in scroll. No audit trail. Birthday cakes mixed with emergency calls. Every job in a structured queue. Every status change timestamped. Every dispatcher action reversible.
Paper job sheets, signed in pen Lost in vans. Illegible photos. Invoice disputes that take 40 days to resolve. Digital sign-off on the technician's phone. Photos auto-attached to the job. Invoice generated on completion.
Dual cash-and-invoice ledgers Two reconciliations, one truth. Month-end close dragged across two weekends. Cash-on-completion, Privat24, LiqPay, Stripe, and BLIK reconciled in one ledger — built in, not bolted on.
Four overlapping spreadsheets One source of truth per person, none of them the same. The owner reconciles on Sunday. One operations brain. Dispatchers, technicians, accountants, and the owner read from the same data — at the same permissions level.

If a row above sounds like last quarter — book a 30-minute walkthrough.

Book a Demo