Inside Drain Right Services: How Visibility Turned Daily Work into Lasting Motivation
Integrations used with plecto
Company background
Drain Right Services is a family-run plumbing and HVAC company serving homes and businesses across Los Angeles and Orange County. Built on a promise to “do the job right the first time,” the company has earned a strong reputation for reliability, craftsmanship, and customer care. Its team of roughly 30 employees handles everything from routine maintenance to large-scale installations, combining technical skill with a personal touch. With offices in Gardena and Anaheim, Drain Right continues to grow while staying true to its roots — providing honest, high-quality service that customers can count on.
2007 - the year a small, family-run plumbing business set out to prove that quality work and honest service never go out of style. Since then, Drain Right Services has grown into one of the most trusted names across Los Angeles and Orange County, known for its skilled technicians, precision, and a commitment to doing every job right the first time.
“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” – Aristotle
For Drain Right Services, that habit means showing up with accountability and care day after day—a standard that’s earned them a loyal customer base and a reputation as the region’s best in plumbing, drain and HVAC services.
But as the company grew, keeping everyone aligned around performance and goals became harder. Manual reporting couldn’t keep pace with the team’s scale. Coaching often happened after the fact, and technicians couldn’t always see how their daily efforts contributed to the bigger picture.
To understand how the company overcame these struggles, we spoke with General Manager Rick Gallardo, who has been part of the Drain Right team for years. Rick shared how adopting Plecto’s real-time dashboards andgamification features has not only saved hours of manual reporting but also brought new energy, transparency, and friendly competition into the workplace.
Challenge
Like many long-established service companies, Drain Right Services had a system that worked—until it didn’t scale anymore. For years, performance updates lived on a whiteboard in the office. The whiteboard did the job: it provided a quick overview so everyone could see their numbers, and technicians took pride in the results they put up.
But as the team expanded and call volume grew, that once-simple setup started to hold them back. “Before Plecto, it was updating the whiteboard manually, and that would sometimes get updated, sometimes it wouldn’t,” recalls Rick. “It’s just a tedious effort to do that.”
To keep it running, managers had to pull multiple reports from different systems, spending hours each month just to keep the board current. The data wasn’t wrong, it was simply late. And when numbers arrive after the moment to act, even the best teams lose a bit of their spark.
Still, the foundation was solid: skilled technicians, clear goals, and a culture built on accountability. They just needed a tool that would help them keep up.
Solution
When Drain Right Services adopted Plecto, the goal was simple: make performance data visible, relevant, and motivating for everyone. Real-time dashboards turned scattered reports into one shared overview accessible to technicians, CSRs, and management alike.
“We use mainly the technician dashboard, which shows most of the technician KPIs,” explains Rick. “We also have a CSR dashboard we call a 3-Day Call Board showing calls for the next three days. Along with that, in our call center we have a marketing dashboard and a company snapshot that me, the owner, and managers use.”
With screens in the call center, warehouse, and break areas, data became part of the daily rhythm. “The dashboards are kind of the new coffee machine, or water jug,” Rick laughs. “It’s where everyone gathers to look at their numbers.”
The shift wasn’t about control - it was about connection. Technicians could instantly see progress, celebrate wins, and spot opportunities to improve. Managers gained real-time insight without hours of manual reporting, freeing time for what really matters: coaching and supporting their teams.
Results
Within the first few months, managers were saving an estimated 4–6 hours each month that used to be lost to manual reporting. Those hours now go into what actually drives growth — coaching, one-on-ones, and field support.
Technicians quickly embraced the transparency Plecto provides. With live dashboards showing every sale, call, and KPI, performance conversations became faster and more specific. “Plecto definitely contributes to technician efficiency — they want to be more productive and generate more for the company and themselves,” says Rick.
Visibility made accountability effortless. “There’s a lot more conversations around technician performance, and Plecto has a big role in that,” he adds. Big screens across the office display results in real time, encouraging friendly competition and team pride.
The energy changed too. When someone closes a sale, the screen lights up with their name, photo, or a short video—a small moment that sparks huge excitement. “When technicians see the images or videos pop up when they get a sale, they get excited—the gamification makes it fun.”
In numbers and in spirit, the results are clear:
4–6 hours saved monthly on reporting and data preparation.
Stronger engagement and motivation across technicians and call center staff.
Faster coaching and decision-making, powered by live insights.
What began as a move toward real-time reporting turned into a company-wide performance culture—one that keeps the Drain Right Services team sharp, connected, and proud of the work they deliver every day.
Conclusion
For Drain Right Services, visibility changed more than reporting—it changed how the team feels about their work.
“100% More on Their Game”: Arnold & Sons Finds Motivation in Plecto Dashboards
Inside Arnold & Sons’ shift to Plecto dashboards—real-time KPIs, sharper coaching, and 100% higher engagement.
Düsseldorf Recruitment Firm Boosts Meeting Scheduling and Appointment Rates by 300% with Plecto
Explore emploio’s Plecto-powered transformation: live dashboards, gamification, and data-driven recruiting.
Game-Changing Culture Drives 20% Increase in Calls and Jobs at Electrika
Electrika boosted performance by 15–20% with Plecto dashboards and gamification—turning reporting struggles into real-time wins and team-wide motivation.
Sign Up
Build your first dashboard. Start your 14-day free trial today
