15-Truck HVAC Fleet Cuts Response Time to <60s and Captures $47k in After-Hours Revenue
A growing HVAC company in Arizona (15 trucks) was bleeding revenue during the peak summer heatwave. Their dispatch team was overwhelmed, leaving potential customers on hold or sending them to voicemail. In the home services game, the first company to answer gets the job. With an average response time of 4 hours during peak season, they were handing thousands of dollars a day to competitors. They needed a way to qualify and book leads 24/7 without burning out their office staff.
The Challenge
- Average speed-to-lead was 4+ hours during peak season, resulting in a 60% lead loss rate
- After-hours and weekend emergency calls went to voicemail, where 80% of callers never left a message
- Dispatchers spent 30+ hours/week answering 'tire kicker' questions instead of booking high-value repairs
- No structured follow-up process for unsold estimates—thousands of dollars in open quotes were gathering dust
- Missed opportunity to charge premium emergency rates because no one was available to take the call at 9 PM
The HomeOps Solution
24/7 AI Reception & Dispatch Integration
- Deployed an AI Voice & SMS receptionist that answers 100% of calls instantly, 24/7/365
- AI qualifies the lead (Service Type, Urgency, Zip Code) and filters out non-serviceable areas automatically
- Direct integration with their dispatch software (e.g., ServiceTitan/Housecall Pro) to book slots in real-time
- Implemented 'Emergency Triage': The AI detects urgent keywords (e.g., 'leak', 'no AC', 'elderly') and patches the call directly to the on-call tech
- Automated reactivation campaigns: The system texts customers with open estimates >48 hours old to handle objections and close deals
- After-hours calls are now booked automatically with a required credit card deposit, filtering out non-serious buyers
Real Business Impact
Tangible results within 60 days of implementation
<60s average response time for all web forms and missed calls
$47k additional revenue generated from after-hours bookings in Month 1
admin time saved per week by automating qualification
increase in booking rate due to instant engagement
ROI on the automation system within the first 30 days
answer rate during peak season heatwaves
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