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"With Commusoft it just helps streamline the office back end. And having a good CRM system is a must when you have multiple engineers. It just creates a better customer experience."

In February 2025, we visited Premier Heating Surrey Ltd. and caught up with their owner, Keith Richards.

As well as Keith, we also spoke to Leigh Lush, Maintenance Manager, and Charlotte Wignall, Installation Administrator, and learned how the company is using Commusoft to enhance daily operations; from scheduling, payments, reporting, and more!

To see how far they’ve come, it’s important to jump back a bit and look at Premier Heating’s past.

For over 60 years, Premier Heating has built up an incredible reputation in the UK and delivered award-winning services to customers across the Guildford area.

Established in 1963 by Keith’s father, Keith has continued to build on an already successful business and led the company from strength to strength ever since his father retired 20 years ago.

Keith spoke to us about how important customer relationships are to them and shared how, since adopting Commusoft a decade ago, they’ve been able to improve communication and streamline their daily operations, too.

Today, Premier Heating has over 20 employees (including 5 office staff, 9 maintenance engineers, and 3 installers) and provide a wide variety of heating services; including gas, LPG, oil, and air source heat pump installations.

Maintenance is also a huge part of their business, and their specialism with oil engineers gives them an edge over other businesses in the area.

With so many customers to look after and a wide variety of specialist jobs to manage, they needed a CRM tool that let them do more than simply store data: they wanted to win back time.

That’s where Commusoft came in.

Our software gave Keith and his team access to specialist tools specifically built for the trades and it has allowed them to put their data to use and streamline everyday operations.

Having a good CRM system is a must when you have multiple engineers. It creates a better customer experience. They’re kept up to date with what’s going on and should customers need to call us for a problem, then it’s easy for the office staff to look into the background history of what’s been done.

What’s great to hear is that despite taking on more work and increasing the amount of engineers they’ve hired, Premier Heating haven’t need to hire the office staff to match: using Commusoft gives their current team the tools they need to easily manage their workload (and then some), even during busy periods.

Keith explained that:

As we’ve grown, we’ve managed to keep the same number of office staff [but] we’ve reduced the admin by using Commusoft. We can get more engineers, but have kept overheads at a similar cost.

As a result, they can invest time and money elsewhere.

Adding to this, Charlotte explains that:

 For my job role personally, it saves a lot of time.  Commusoft is so helpful [it] makes my job easier.

From the work order management used to track engineers and assign jobs, to booking surveys, as well as sending quotes to customers; Charlotte explains how much she appreciates the speed and efficiency that Commusoft brings to her daily routine.

We also spoke to Leigh, who manages the maintenance team and office staff at Premier Heating.

He highlighted the ease of use of Commusoft’s mobile app for engineers, as well as the desktop version for invoicing, estimates, quotes, and inventory management.

Leigh has been at Premier Heating for 16 years, and after experiencing slower, more traditional methods of managing the business, as well as alternative CRMs, he has found Commusoft to be far superior:

 When we moved on to Commusoft, we found it was a much bigger and better platform for us, a lot more features for the engineers, for the office staff.

Leigh is a fan of Commusoft’s simplicity. It’s capable of helping his teams to manage a huge amount of data, but all without getting overwhelmed. It makes a huge difference to engineers in the field, too:

 It’s so simple to use.  I would recommend Commusoft for day to day use, especially the features for engineers, the mobile app.

But what does the future look like?

Whether it’s taking on more engineers or managing busy periods, the team all agree: Commusoft has the capacity to grow and help them cope with ease.

Keith: Commusoft grows with the company. We can use the system to grow different aspects of the company and going forward, I don’t see a problem with keeping with Commusoft.

It’s always great to visit a client and see with our own eyes the impact that Commusoft is having on their business. Premier Heating Surrey Ltd. are achieving so much already and we’re excited to see where the future will take them!

If you’d like to hear more from Keith, Leigh, and Charlotte, be sure to check out the video testimonial above, or click to jump to our YouTube page.

Commusoft’s Key Benefits for Premier Heating Surrey Limited:

• Real-time job updates via mobile app
• Reduced paperwork and administrative tasks
• Improved communication between office and engineers
• Easy access to customer history and job information for engineers
• Comprehensive reporting and tracking for business management
• Streamlined back-office operations
• Enhanced customer experience
• Scalability to support business growth

Eager to explore more of these features for yourself?

Take a look at job management software or schedule a call with our team today!