Valley HVAC — From 28 missed calls a week to 3 — during peak summer.
Situation
Valley HVAC is a 14-technician company in Phoenix. Their receptionist takes PTO two weeks a year. During summer, they get 400+ inbound calls in a single week. The answering service they were using was taking messages, not booking jobs — and nearly a third of after-hours calls were dropping entirely.
The baseline we wrote down
Over a 7-day audit in late May, we ran a live missed-call test and logged 28 unanswered calls in one week, 19 of which happened between 5pm and 9am. Average ticket: $8,500. The math said they were leaking roughly $203,000 per month at their current miss rate, with August looking worse.
What we installed
Pilot went live in 8 days. We ported their main number to Twilio, installed the AI Receptionist with a voice tuned to their existing receptionist's cadence, configured their service area, summer-surge pricing policies, emergency criteria (no-cool, elderly caller, system down more than 2 hours), and wired it into ServiceTitan. Speed-to-Lead SMS was enabled simultaneously.
The result (month 1–1)
Week 1 of the pilot: 3 missed calls (all three were hold-at-night where the caller hung up in under 3 seconds before the agent picked up — we adjusted the threshold and that dropped to zero in week 2). Week 4: 147 jobs booked via the AI agent, 94 of them after-hours. Revenue lift over baseline in the pilot month: $47,000. They converted to the Growth plan at day 36.
“The first week, my wife stopped getting the 3am emergency callbacks I used to forward to her — that alone was worth it. Then we looked at the numbers.”