How My Plumber Plus Eliminated Hold Times

Overview

My Plumber Plus is one of the largest residential plumbing and HVAC companies in the country, generating $129M in annual revenue with a team of 356 employees. At that scale, even small inefficiencies in call handling multiply into significant lost revenue. Their overflow call process was slow and frustrating for customers, creating a bottleneck that undermined the premium experience the brand was built on.

Before Avoca: Overflow Bottleneck at Scale

• Overflow calls were routed to a third-party service with long hold times and poor booking accuracy
• Customers experienced frustrating delays, eroding satisfaction and trust
• High call volume meant even a small percentage of missed bookings translated to substantial lost revenue
• The operations team lacked visibility into overflow call performance and outcomes

After Avoca: Instant Response, Zero Hold Time

• Deployed Avoca Responder to handle overflow calls instantly when live agents are unavailable
• AI picks up within seconds, eliminating hold time entirely
• Every call is handled with the same professionalism and booking accuracy as the in-house team
• Full call data flows back into operations dashboards for complete visibility

Results

My Plumber Plus saw immediate improvements across their overflow call channel, turning a known pain point into a seamless extension of their customer experience.

• 0 minutes of hold time for overflow callers, down from multi-minute waits
• 1,000+ calls handled by Avoca AI since launch with consistent quality
• 17% higher booking rate on AI-handled calls compared to the previous overflow process
• Customers report a smooth, natural experience with no indication they are speaking with AI
• Operations team gained full transparency into every overflow interaction and outcome