Case study · customer-approved summary
34% faster ring-to-scheduled vs. manual callback
Summit Electric — a 6-crew contractor in the Southwest — used AI overflow intake so estimators stopped chasing half-complete voicemails.
The challenge
Panel upgrades and service calls flooded the office when crews were on job sites. CSRs took messages; estimators called back hours later — often after the homeowner had booked someone else. ServiceTitan had the jobs, but intake quality on the first touch was inconsistent.
What we deployed
- Defined service vs project intake paths and permit-jurisdiction questions.
- Connected ServiceTitan for customers, jobs, and call logging.
- Rolled out overflow voice when both CSRs were on live lines — not full replacement.
- Required structured fields before booking: address, panel/issue type, photos optional via SMS link.
- Biweekly tune on escalation rules — AI hands off when quote exceeds threshold or commercial site.
Stack
- ServiceTitan — customers, jobs, and dispatch notes
- AI voice receptionist — overflow and lunch-hour coverage
- Missed-call SMS — no-answer fallback
- Coordinator QA — sample review on escalations only
Results at 90 days
34%
faster ring-to-scheduled
median time vs. prior quarter on overflow-flagged days.
94%
structured intake completion
AI threads with address, issue type, and urgency before human step-in.
10 wks
signed SOW to tuned production
Overflow-only scope; full after-hours added in month 4.
- Estimators spent less time on phone tag — intake notes arrived in ServiceTitan with the fields they already asked for manually.
- Homeowners got a booking window or clear next step on the first interaction more often, even when CSRs were saturated.
- Owner tracked ring-to-scheduled weekly alongside job count — not vanity chat volume.
Rollout timeline
Week 1–2
Discovery + ServiceTitan map
Mapped residential service vs commercial bid flows. Baseline median ring-to-scheduled: 4h 20m on overflow days.
Week 3–6
Overflow voice in production
Live on busy/no-answer during peak windows. Structured intake on 94% of completed AI threads.
Week 7–10
Estimator handoff tune
Reduced duplicate callbacks; median ring-to-scheduled dropped to 2h 50m on comparable volume.
“Our guys aren’t waiting on ‘call me back’ voicemails anymore. The AI asks what we ask — and my estimators open a job that’s actually schedulable.”
Customer approved this summary for public marketing. Your outcomes depend on call volume, crew utilization, estimator capacity, and integration depth.
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