Case study · HVAC
How a Salem HVAC company recovered after-hours bookings in the first 90 days
First 90 days: 28 after-hours calls recovered into booked ServiceTitan jobs, a 9-second median first reply, on the $275/mo Operate tier.
Replies within one business day. No deck, no discovery call tax.
Engagement
HVAC service company · Salem, MA
The same playbook we ship for hvac in any town — the outcome-priced engagement, the wiring list, the price per recovered booking, and the 30-day review clause.
- Engagement: $850 setup · $275/mo Operate
- Outcome-priced against recovered bookings
- 30-day review, in writing
- See the pricing bands
Before
What after-hours used to look like
The hvac engagement started from the same baseline — a missed-call problem that compounds after 6 p.m.
- ✕A ten p.m. no-heat call lands on voicemail — the customer hangs up and dials the next company on Google.
- ✕No dispatcher on shift to pick up after 6 p.m., so the lead sits in a queue nobody realises exists.
- ✕The on-call tech gets the run at 7 a.m., already four hours behind the system that needed it.
- ✕Quotes that go out as the same email template — prospects rarely open them, and never the same day.
- ✕Weekends and holidays are the worst of all — that is where the highest-intent leads live.
After
The AI workflow we installed
Three connected steps, one onboarding — wired into the hvac integration stack the business already pays for.
- 01
Chat triage
A no-heat call lands at 10 p.m. The AI greets with TCPA consent and AI-voice disclosure in the first utterance, captures the address and unit, and stays on the line long enough to qualify intent before the customer hangs up.
TCPA-clean handover - 02
Appointment setter
The qualified lead moves into the appointment setter — it offers the soonest ServiceTitan slot the on-shift tech can cover, confirms by SMS, and writes the job card with the parts list attached.
ServiceTitan-native - 03
After-hours text-back
For every after-hours inquiry that did not reach a live dispatcher, a text-back fires within 60 seconds: confirmation we received the call, the expected reply window, and an SMS booking option if the customer would rather lock a slot now.
60-second response
Outcome
What the first 90 days look like
The numbers the Operate-tier engagement is sized against — each one tied to a writable artefact in the hvac integration stack.
Recovered after-hours bookings
28
into ServiceTitan, month 2 vs. month 1
Median first-response time
9 seconds
down from ~4 hours on after-hours calls
Maintenance fit
$275 / month
Operate tier, sized to the volume assumption we agreed on
Start the conversation
Want this on your ServiceTitan board next quarter?
Send the ServiceTitan board URL, the dispatch hours your team covers, and what your dispatcher saw after-hours last month. We come back with a one-page quote — the workflow, the wiring list, the price per booked job, and the 30-day review clause. Reply within one business day. The audit is free.