WorkPal Becomes the Heart of Operations for Heat Merchants

Heat Merchants, one of Ireland’s leading suppliers of heating, plumbing and renewable energy solutions, implemented WorkPal to centralise and digitise its aftersales and service operations into one system. With engineers working nationwide and increasing demand for support, WorkPal now sits at the core of daily operations, improving response times, visibility and decision-making.

About Heat Merchants

Heat Merchants operates 31 outlets across Ireland, with offices in Athlone and Balbriggan. The business  provides a wide range of heating, plumbing and renewable energy solutions to both domestic and commercial customers and provides nationwide aftersales support, including commissioning, servicing and warranty repairs.

Challenge

As aftersales operations grew, managing a nationwide engineering team became more complex.

Key challenges included:

• Engineers located across the country with varying availability
• Reliance on in‑house and paper‑based systems
• Disconnected workflows for scheduling, communications, parts and documentation
• Increased customer demand putting pressure on response times

The expansion of the service team highlighted the need for a single, centralised workflow management system that could support scale while maintaining service quality.

Solution

Heat Merchants transitioned from in-house systems to WorkPal, using it as a central hub for:

• Job scheduling and dispatch
• Engineer communications
• Parts management
• Digital documentation and reporting

WorkPal’s implementation team worked closely with Heat Merchants prior to go-live, digitising existing paper forms and documents and storing them securely in one centralised cloud-based system. A structured rollout and tailored training helped office staff and engineers use the platform with confidence from day one.

Results

Key outcomes include:

• Faster customer response times through intelligent job scheduling
• Full visibility of engineer availability for office staff
• Easy rescheduling and workload management
• Elimination of paper forms through digital document management
• Improved parts tracking, helping to minimise customer downtime and outages
• Clear reporting that supports daily planning and decision‑making

WorkPal now supports seamless collaboration between the call centre and engineering teams, enabling engineers to receive real-time updates and access all job information directly from their mobile devices.

Client Testimonial

“WorkPal now sits at the heart of daily operations and communications in a busy Heat Merchants call centre and a geographically dispersed engineer team. The reliability of the software and the job scheduling functionality have greatly improved customer response times.”

“WorkPal Support has been very helpful, particularly during the early days. The new Administration Dashboard allows us to make small in-house changes quickly, and the support team is always accessible with fast response times.”