How Guscott Heating Services scaled from boilers to renewable energy with Payaca

About Guscott Heating Services: Guscott Heating Services is a specialist boiler and air source heat pump contractor operating primarily in Kent and the South East of England. Led by Harland, the company focuses on higher efficiency systems including boilers, heat pumps, and solar installations, with a strong emphasis on customer service and optimised delivery.

The challenge

As Guscott Heating Services pivoted toward renewable energy, their existing CRM became a roadblock rather than an enabler.

"We were using Surefire and they were good," Harland explains. "They just didn't have the renewable aspect that we needed at the time. So we needed something that would encompass our vision."

The company had switched systems multiple times over the years as they evolved, making them understandably cautious about another transition:

"We switched systems quite a few times over the years as we progressed... So we were really worried about that transition naturally. It definitely took me a long time to sort of like make the decision. But then I realised that it was just holding us back."

The hesitation had real business consequences. Harland reflects: "We delayed moving CRM systems probably for about six months and it really probably halted our journey. Had we done it six months earlier, we would have been six months ahead."

Key requirements:

• Renewable energy-specific functionality (heat pumps, solar, DNO applications)
• Integration with AI and modern technology
• Alignment with their vision of becoming a more renewable-focused business
• Better pipeline and sales management than their existing system
• Smooth data migration without the typical headaches

Why Payaca

Three factors convinced Harland to make the switch:

1. Built for renewable energy

Unlike Surefire and other generic CRMs, Payaca was purpose-built for renewable energy contractors:

"Key things for us were integration with AI, where they were going to focus on over the next couple of years, renewables, which really aligned with us. So just making sure that next things we picked were aligned with our vision of becoming a more renewable focused business."

2. Smoothest migration experience yet

Having switched CRMs multiple times, Harland knew what a painful transition looked like:

"It's always difficult to migrate your data, Payaca was always there when we needed help. And from previous experiences, the best experience we've had in migrating data so far. So yeah, we were pretty pleased with that."

"As far as headaches go, it wasn't as bad as we've experienced in the past. And, you know, you were there at every point, there to help us with the automations. Yeah, we felt really well supported throughout really."

3. Continuous improvement, not stagnation

"We don't want to work with a company that stagnates and stops. We want to make sure that you guys are continuously improving and making our jobs lives easier. And with every update, hopefully it does that."

The solution

Fast quoting and professional presentation

"I think my favorite features are how quickly we can build a quote. That's definitely a big thing for me, like especially we can build quotes really quickly, standardise the templates, they look good, they've got optional extras. So I think the quote and layouts are really, really good."

Pipeline visibility and organisation

"The pipelines are really good, it's like the way they move through and you can keep a track of things. Yeah, I think the visibility of everything is... It's well organised that I can jump in, know where things are at."

Automation that saves time

"The automations to follow up people. You know, when you move someone into a pipeline, haven't been able to contact them, rather than send an email, it does it automatically."

Renewable-specific features

"Obviously you've added DNO applications, you built specific forms for us for the heat pumps or generic forms that we could use. And then your integrations with companies like Spruce have been really helpful. And then just knowing that ongoing that you are open to collaborations with other renewable companies to make things more efficient and integrations."

AI-powered support

"I think the thing that really stood out for me was actually the immediate help on the AI widget, which was really good. When you're struggling to utilise it, it was really handy to be able to tap into a question and find the answer without having to ring and contact all the time."

The results

Quick time to value:

"I'd say we got value from changing to Payaca pretty quickly, after the month or two of migrating the data. And then you obviously see the nuances and quirks of it. It takes a couple of months, maybe, after you've got in and really start to see the benefits and how good they are."

Key outcomes:

• ✅ Smooth migration – best data migration experience compared to previous CRM switches
• ✅ Fast quoting – standardised professional quotes with optional extras in minutes
• ✅ Better pipeline management – clear visibility of all jobs and their status
• ✅ Time-saving automations – automatic follow-ups and scheduling
• ✅ Renewable energy features – DNO applications, heat pump forms, Spruce integration
• ✅ Responsive support – AI widget for instant help, human backup when needed
• ✅ Continuous improvements – regular feature updates based on customer feedback

Reporting evolution:

"The reporting from the start was something that we raised is really important. And I know you guys really registered that and been working on it... yeah, recently dropped another update and it, yeah, we're getting to grips with it now and it looks so much more improved."

"Knowing that you guys are actually doing things that we've asked for and probably other people have asked for and we know that they're going to be worked on and you're delivering on it. And then even when it's dropped, you're listening to further recommendations if it can be improved, not just stopping and then working on something else."

All-in-one platform vision:

"We've always found over the years that we've needed different sources for different reporting, which is why we came to Payaca originally. It's because we really want everything in one place if we can, rather than like a CRM system, a sales system."

Payaca is now bringing together reporting, scheduling, purchase order management, and profit margin visibility – all the pieces that previously required separate tools.

Advice for other contractors

When asked who would benefit most from Payaca, Harland was specific:

"I think larger organisations will benefit the most purely for the standardisation of the suppliers, the purchase orders, the reporting. Payaca is working on getting all of these things in one place."

"Companies that's maybe a five, six or above that have some people in the office that can take a bit of the load... I think you need a few people in the office to be able to spend a little bit of time working on it, collaborating with you, giving you feedback, and working with you to make it optimal."

His key advice to contractors considering a CRM change:

"Just take your time, make sure you align it with your vision for the future... make sure that the company you're aligned with have similar views... make sure they hear you and you know, they will listen to the issues that you have, you know, worries."

"Align your vision and where you want to go and make a decision and don't hesitate because hesitation on time costs money. I do think I would have now looking back on it, I wish I pulled the trigger sooner."

Watch the full interview

Hear Harland discuss Guscott Heating Services' journey from traditional heating to renewable energy, and how Payaca enabled their transition.

"It's been really enjoyable working with you at Payaca and your team and just seeing the progression of Payaca. It's nice to work with companies that are forward thinking and working together to make that journey to sustainability that little bit closer, really."