Homer Home Service | A Speed to Lead Summer

About Homer Home Service

Homer Home Service is a multi-brand home services platform, spanning HVAC, plumbing, and electrical across the Southeast. Its brands include Comfort Dynamics, McKeon, and Ebens. Its namesake, ‘Homer’, as well as their AI CSR carry a family legacy: Homer is named for the owner's grandfather. The AI agent, Beatrice, goes by Bea in honor of his grandmother.

Between November ‘25 and January, ‘26 VP Joey Garrison and the Homer team moved from a single after hours use case to a full Avoca deployment (Responder, First Line of Defense, Coach, Speed to Lead, Outbound Campaigns, and Simple Scheduler) across all its brands and retail partners.

The Avoca Impact:

• Speed to lead: about 2 days, and up to a week during peak season, → about 30 seconds
• Booking rate: up 25 to 30% across brands
• Customer interactions per person per day: about 125, plus an additional 200 to 500 handled by Bea depending on the day

Last Summer | A Week to First Contact

Every summer at Homer Home Service used to follow the same pattern. Call volume across every brand outpaced what the team could handle, and the response was pure triage, deciding in real time who got a callback and who waited. Leads from national retail partners, which used to take anywhere from two days to a week to reach, often sat untouched simply because the team could not climb the mountain of calls in front of them fast enough.

• "A typical summer for Homer Home Service. We have a multitude of brands across the Southeast. The best way to describe it is just chaos. Always has been chaos, always has felt like drinking from a fire hose." - Joey Garrison, VP

This Summer | 30-seconds to First Contact

Nowadays, customers often make first contact while they are still standing in a retail partner's store, and if they do not answer a call from the team, they will usually answer a text. Homer Home Service built its response around meeting customers in that moment, with its AI agent, Beatrice, answering first.

Multiplying Capacity

Bea did not replace the team's capacity, it multiplied it. When a call is simple, like booking an appointment, Bea handles it end to end, freeing the team to spend their time on the customers who need real attention.

• "It's a better way to serve our customers, because we're able to pour more of our energy into the more escalated calls” - Emma Corvan, CSR

One platform, the whole journey

What sets Homer Home Service apart is that Avoca does not just handle a single moment, it covers the entire relationship. A customer might start as a retail lead, get that instant speed to lead experience, later call in and get Bea or a live responder, and then a few weeks down the road receive a happy call outbound text asking how their experience went.

Every one of those touchpoints, whether the customer originated from an outbound call, an inbound call, or a retail lead, now flows through one platform from the moment they enter the database.