# Nepean Air Conditioning — Agentic CRM

Canonical URL: https://alectorlab.com/work/nepean-air-conditioning-agentic-crm
Raw Markdown: https://alectorlab.com/work/nepean-air-conditioning-agentic-crm/raw
Industry: Agentic AI / Field Services
Capabilities: Agentic AI, AI Product Engineering
Owner: Alector Lab – Enabling Technologies Ltd (direct)
Provenance: Alector Lab project record; claims describe visible workflow coverage and are not independent performance measurements.
External Reference: https://d360njnqy87upx.cloudfront.net/

## Summary
A full agentic CRM connecting customer engagement, service coordination, task handling, and the operational work behind HVAC callouts.

## Operational Problem
Air-conditioning service teams coordinate enquiries, customer histories, schedules, technician work, and follow-ups across many disconnected touchpoints. Manual handoffs make response quality inconsistent and hide operational context.

## Operating Context
The deployed product identifies itself as the PTNAC Client Engagement Platform. The project scope supplied by the owner covers full agentic CRM development for Nepean Air Conditioning.

## Engineering Approach
The platform centralizes client engagement and service operations, then uses agentic workflows to organize requests, support task progression, and keep relevant context available to office and field teams.

## System Architecture
1. Client layer: centralized engagement records
2. Workflow layer: service requests, tasks, and follow-ups
3. Agent layer: context-aware operational assistance
4. Delivery: secure web administration and cloud services

## Implementation Details
A web-based administrative experience brings together the operational lifecycle from incoming engagement through service coordination. AI assistance is integrated into the workflow rather than presented as a separate chatbot.

## Governance-Reviewed Outcomes
- **End-to-end (CRM delivery):** One product for engagement and service operations
- **Agentic (Workflow assistance):** AI support embedded in operational task progression
- **Office + field (Shared context):** Designed around coordination between service teams

## Technology Stack
- Agentic AI
- CRM Workflows
- Web Application
- Cloud Infrastructure

## Engineering Lessons Learned
- Field-service automation works best when customer communication, scheduling, and technician context share the same operational record.
- Agent actions need visible status, clear responsibility, and human control wherever a customer or schedule could be affected.