Call-by-Call Mastery: How AI and Coaching Drive Service Success

Revolutionizing Service Coaching: The Future of Call-by-Call Management
By Joe Crisara

The way we manage service teams is changing fast—and for the better. In this special Service MVP Master Class, I sat down with Arnav from Rilla. to show how call-by-call management, powered by real-time analytics, is transforming the way we train, coach, and grow home service businesses.

For decades, we relied on callbacks and handwritten notes to gauge performance. Today, with Service MVP and RelA.I. working together, we’ve entered a new era of smart, scalable, and consistent service coaching. Let’s break it down.

Watch the video: https://www.youtube.com/watch?v=jPGTSpdu9Rs

or

Listen to the audio: https://www.joecrisaraservicemvppodcast.com/2427007/episodes/17595853-call-by-call-masterclass-with-joe-crisara-presented-by-rilla

 
A Look Back: The History of Service Management
If you've been around the trades as long as I have—since 1977—you’ve seen the evolution firsthand. It started with paper work orders and minimal oversight. Then came the 90s, with one-call-at-a-time scheduling. It was a step forward, but coaching was still reactive. We didn’t truly know how well a technician performed until after the fact, often too late to fix it.

By the 2000s, service management tools improved, and organizations like Nexstar, George Brazil, and Service MVP began providing real-time coaching. But even then, the process was limited. Managers were stuck helping only the weakest performers. The rest? Left to guess if they were doing it right.

 
2024 and Beyond: Coaching in Real Time
Fast-forward to today. Our partnership with Rilla has modernized the way we deliver coaching. We’ve integrated live performance monitoring with real-time coaching so every service tech and comfort advisor gets support before, during, and after the call.

Instead of waiting for a meeting the next morning, our coaches can now provide feedback in three minutes or less and while the call is still fresh. That’s powerful.

Service MVP provides the proven sales process Rilla. provides the visibility into what actually happened during the appointment. Together, they form a full-circle system for training, accountability, and performance improvement.

Want to learn more? Join the Service MVP Club.

 
Why It Works: Visibility + Coaching = Results
Arnav said it best: running a sales team without visibility is like coaching a football team from the locker room. You need eyes on the field. Rilla gives managers and coaches just that.

Here’s how it works:

Technicians take calls as usual

Rilla records and transcribes each conversation

AI analyzes the interaction against Service MVP benchmarks

Coaches use that data to provide precise feedback before the next call

We’re not guessing. We’re not hoping. We’re seeing exactly what happened and helping our techs grow in real time.

And it’s not just us saying it works. Our clients like Brian McDermott at ProStar Plumbing and Stephen Kontouris at Guaranteed Services are seeing revenue increases of 90% or more since combining Rilla and Service MVP.

 
The Game-Changer: Personalized, Scalable Coaching
Rilla doesn’t replace the coach, it empowers them. With tools like:

Conversation analytics

Step-by-step performance scoring

Pre-loaded coaching questions

Voice, video, and text feedback delivery

AI summaries tied directly to Service MVP’s process

It’s like giving every coach a personal assistant to handle the heavy lifting. And it allows us to expand coaching to every team member, not just the ones who struggle most.

More importantly, it motivates technicians. They’re no longer being told what they did wrong—they’re reviewing their own performance, seeing their progress, and getting excited for the next call.

 
Turning Small Jobs Into Big Wins
One of the most overlooked benefits? Upsell opportunities. Coaches can now flag missed chances for replacement options, larger solutions, or sales team handoffs in real time. That alone turns a $400 repair into a $10,000 system sale—and it happens every day with this system in place.

 
Service MVP + Rilla A Partnership That Delivers
This isn’t theory. It’s happening now. With Service MVP’s coaching and RelA.I.’s real-time feedback, companies are:

Increasing close rates to 85–90%

Creating consistent, five-star experiences

Giving senior techs the tools to mentor junior ones

Building high-performance cultures grounded in accountability and growth

And best of all? It’s scalable. Whether you have five techs or 50, this system works.

 
Ready to Try It?
We’re offering contractors a chance to test both platforms together, no risk. If you're a Service MVP client, you get Rilla for one tech, free for 30 days. If you're a Rilla client, you’ll get one ticket to our three-week Total Immersion course, also free. And if you’re new to both? We’ve got a bundled trial just for you.

As I like to say is that all roads lead to Service MVP and Rilla. This is the future of service management and now’s your time to lead.

—Joe Crisara

America’s Service Sales Coach

Founder, Service MVP