Wilson Companies: 60+ Years of Excellence & Avoca AI
Over 60 years serving Northeast Ohio with plumbing, heating, cooling, electrical, and air quality expertise.
Technicians receive 100+ hours of specialized training to deliver unmatched service.
"# Overview
Wilson Companies is a trusted, family-owned home services provider based in Northeast Ohio with over 60 years of experience delivering plumbing, heating, cooling, electrical and air quality services. Its team of licensed technicians undergoes more than 100 hours of specialized training, ensuring every customer receives expert service and peace of mind.
# Before Avoca
With high call volumes and customers seeking help after hours, Wilson Companies’ in-house team struggled to answer every call and maintain the level of service expected from a company with decades of heritage. Missed calls meant missed opportunities, and scheduling requests often piled up overnight.
# After Avoca
By partnering with Avoca AI, Wilson Companies deployed a virtual customer service representative that handles calls 24/7. The AI answers questions, books appointments and dispatches urgent service calls, freeing live agents to focus on complex issues and on-site customer care.
# Results
- Zero missed calls: Avoca AI ensures that every call is answered promptly, even after hours.
- Enhanced efficiency: Staff can dedicate more time to delivering expert service in the field rather than managing phone lines.
- Continuity of excellence: Avoca AI upholds Wilson’s long-standing reputation for quality service, aligning with its 60+ years of experience and commitment to specialized training. "
Avoca Spins Up Quick
Kickoff
By the end of month three, Avoca was live across the majority of the operator’s portfolio, managing thousands of daily calls, outbound campaigns, and automated QA. Centralized dashboards provided real-time visibility into booking rate, answer time, and revenue capture.
Launch
Initial pilot locations went live with trained models, localized scripts, and direct tech-stack integration. Avoca immediately began handling live inbound traffic and benchmarking performance against top CSRs to validate quality.
Scale
By the end of month three, Avoca was live across the majority of the operator’s portfolio, managing thousands of daily calls, outbound campaigns, and automated QA. Centralized dashboards provided real-time visibility into booking rate, answer time, and revenue capture.
