Aire Serv's After-Hours Booking Revolution

Overview

Aire Serv is a nationally recognized HVAC franchise serving homeowners across the country. With a large volume of after-hours calls flowing through a traditional live answering service, the franchise was losing bookings to slow response times and inconsistent call quality. Leadership saw an opportunity to modernize their after-hours operations and turn a persistent weak point into a competitive advantage.

Before Avoca: Live Answering Falling Short

• Live answering service was booking only a fraction of after-hours calls
• Just 58 after-hours bookings during the baseline period, leaving significant revenue on the table
• Inconsistent call handling quality led to poor customer experiences
• Subscription and maintenance plan signups were stagnant due to lack of proactive selling on calls

After Avoca: AI-Powered After-Hours Dominance

• Replaced the live answering service entirely with Avoca AI
• AI handles every after-hours call with consistent, professional conversations that follow Aire Serv's brand standards
• Booking logic is tuned to maximize conversion on every interaction
• AI proactively offers subscription and maintenance plans during relevant calls

Results

The switch from live answering to Avoca AI produced a step-change improvement across every metric Aire Serv tracks.

• 8.6% increase in overall booked calls, lifting the entire call operation
• After-hours bookings jumped from 58 to 208, a 90% booking rate on after-hours calls
• 41% of eligible callers signed up for subscription plans, creating predictable recurring revenue
• Eliminated the cost and variability of the third-party live answering service
• Customer experience became consistent and reliable regardless of when they called