Quick Summary

Brody Pennell Heating & Air Conditioning in Los Angeles consolidated four disconnected customer-contact tools onto one AI platform tied to ServiceTitan. Booking rate rose from 65 to 70% to 90%, and the call center manager got three hours a day back.

The Use Case

The company was running separate tools for texting, web scheduling, overflow call answering and chat. Bookings landed in the wrong place, callers got wrong price quotes, and a manager had to log into several systems to fix one problem. Brody Pennell moved everything to Avoca. An AI responder takes inbound calls and overflow, a speed-to-lead agent answers Facebook and web leads within seconds, every booking writes to ServiceTitan, and a coaching tool grades each customer service rep interaction so the manager no longer listens to calls one by one.

Real Example

1. A homeowner submits a Facebook lead form for an AC repair at 7:50 am
2. The speed-to-lead agent texts and calls within seconds and offers a same-day window
3. The job is booked into ServiceTitan with the address and equipment details
4. At 2 pm the phones spike; the AI responder takes the overflow and books two maintenance visits
5. The coaching tool scores the morning's 60 human calls and flags three for review
6. The manager reviews the three flagged calls instead of sampling the whole day

Why It Matters

• Booking rate rose from 65 to 70% to 90%
• Facebook lead conversion rose from about 15% to 25%
• The call center handles 1,200 to 1,300 calls a day, and the manager saves 3 hours daily

Source

https://www.avoca.ai/customers/brody-pennell-platform-consolidation