Aire Serv Granbury: How One HVAC Shop Had Their Smoothest Summer Ever

The Setup

Aire Serv Granbury is an HVAC company that runs hot in the summer. When an AC goes out in a Texas July, homeowners call three companies and go with whoever picks up first.

Aire Serv Granbury lost 2 of 3 office staff right before summer 2025, leaving one front-line team member to handle phones during peak HVAC season.

What Actually Happened

It didn't play out that way. Avoca had already been handling inbound calls for Aire Serv, and when the team went from 3 to 1, the AI absorbed the volume without skipping a beat.

All summer, Avoca managed the influx of inbound calls — booking appointments, capturing customer information, and routing complex calls to the one remaining team member. The team didn't have to scramble to hire replacements mid-season.

Their booking rate held at 90%+ through the entire summer.

> One of the smoothest seasons we've ever had in terms of booking and scheduling service calls.

Why It Worked

Avoca wasn't a tool they bolted on when things went sideways. It was already integrated into their workflow, booking directly into ServiceTitan, and handing off complex situations to the human team. When the staff shrank, the system scaled.

A few things they called out:

• Customer experience held up. Even older customers who were initially hesitant about AI gave positive feedback. The experience felt smooth, professional, and personal — far better than hold times, phone trees, or voicemails.
• Customizable and responsive. Aire Serv worked with their Avoca rep to dial in their call scripts. Once the scripting was live, the system ran efficiently with minimal oversight. When they needed a tweak or a last-minute change, the Avoca team responded fast.
• Seamless ServiceTitan integration. Booked calls dropped straight into the unassigned tab in ServiceTitan. The dispatcher reviewed the details, assigned the tech, and moved on.

The Takeaway

Summer staffing is unpredictable. People leave, new hires take time to ramp, and call volume doesn't wait.

Aire Serv Granbury's front office team got smaller right when the pressure got bigger — and their customers never felt the difference.