Back to Case Studies
Home Services
Martinez Plumbing & HVAC
Plumbing Company Captures 100% of Calls, Grows Revenue 25%
Martinez Plumbing & HVAC is a family-owned business serving the Phoenix metro area. With technicians constantly on jobs and a small office staff, they were missing too many calls—especially emergency service requests.
Industry
Home Services
Location
Phoenix, AZ
Team Size
15 technicians, 3 office staff
Website
martinezplumbingaz.com
The Challenge
- !Missing 30% of calls during busy periods
- !Emergency calls after hours went to voicemail
- !Office staff overwhelmed coordinating schedules
- !Lost revenue from missed service calls
- !Competitors capturing their potential customers
- !No reliable way to dispatch emergency calls
The Solution
- Implemented Akol for 24/7 call handling
- Configured emergency dispatch with on-call technician rotation
- Set up service area verification before booking
- Integrated with ServiceTitan for real-time scheduling
- Created quote request capture for non-urgent jobs
- Enabled SMS confirmations and reminders
Implementation
1 week from start to full deployment
1
Day 1-2: ServiceTitan integration and service area setup
2
Day 3: Emergency dispatch configuration and testing
3
Day 4-5: Staff training and process documentation
4
Day 6-7: Full deployment with monitoring
5
Ongoing: Monthly optimization and new feature rollout
The Results
100%
Calls answered
Zero missed calls, day or night
25%
Revenue increase
Within the first quarter
3min
Emergency dispatch time
On-call tech notified immediately
45%
More appointments booked
AI captures calls staff would miss
20hrs
Weekly time saved
Office staff focus on other tasks
4.9★
Google rating
Up from 4.5 before implementation
What They Say
"We went from missing 30% of our calls to capturing every single one. Our revenue increased 25% in the first quarter. The emergency dispatch feature alone is worth the investment."
Robert Martinez
Owner
"The AI handles scheduling better than we could. It knows our service areas, technician availability, and can even give accurate time estimates. Our customers love it."
Maria Martinez
Office Manager
What's Next for Martinez Plumbing & HVAC
- Adding preventive maintenance reminder calls
- Expanding to commercial service division
- Testing lead qualification for large projects