Executive Summary
Mountain Plumbing, a family-owned plumbing business in Denver, was losing 60% of after-hours calls and spending 15+ hours/week on administrative tasks. After deploying TKC's AI agents, they achieved:
- 42% increase in booked jobs
- 100% capture of after-hours calls
- $18,000 additional monthly revenue
- 15 hours/week saved on admin work
- ROI: 2,588% (payback period: 11 days)
The Challenge
Mountain Plumbing, owned by Mike Rodriguez with 15 years in business, faced several critical challenges:
Quantified Problems
- Inbound calls: ~120/month
- After-hours calls: ~50/month (42% of total)
- Missed call rate: 60% overall, 95% after-hours
- Quote follow-up time: 3-7 days average
- Jobs booked/month: 65 average
- Admin time: 15-20 hours/week
Lost Revenue: ~$30,000/month in opportunity cost from missed calls and slow follow-ups.
The Solution
TKC deployed three AI agents for Mountain Plumbing:
1. Executive Agent (Lead Intake & Qualification)
- Answers all inbound calls and emails 24/7
- Integrated with Twilio (phone), Gmail, and ServiceTitan CRM
- Custom trained on Mountain Plumbing's service area, pricing, and qualification criteria
- Routes emergencies appropriately (after 10pm → text Mike)
2. Sales Agent (Follow-Up Automation)
- Automated quote follow-ups at 48 hours, 7 days, and 30 days
- Improved quote conversion from 45% to 68%
3. Marketing Agent (Review Requests)
- Generates Google reviews 24 hours after job completion
- Improved rating from 4.2 stars (23 reviews) to 4.8 stars (67 reviews)
Setup Process
Week 1: Discovery call, knowledge base creation, CRM integration, phone forwarding setup
Week 2: Soft launch with monitoring, tweaks based on feedback, full launch
Mike's Time Investment: 2.5 hours total
The Results
90-day performance metrics:
Call Handling
- Calls answered: 48/month (40%) → 112/month (95%) = +133%
- Average response time: 4.2 hours → 2 minutes = -99%
- Missed calls: 72/month → 6/month = -92%
Business Impact
- Jobs booked/month: 65 → 92 = +42%
- Quote conversion rate: 45% → 68% = +51%
- Monthly revenue: $24,700 → $36,340 = +47%
- After-hours revenue: $0 → $6,200/month (new revenue stream)
Time Savings
- Call answering: 8 hours/week → 0.5 hours/week = 7.5 hours saved
- Quote follow-ups: 5 hours/week → 0 hours/week = 5 hours saved
- Appointment booking: 3 hours/week → 0.5 hours/week = 2.5 hours saved
- Total: 15.5 hours/week saved
Financial Summary
- Additional revenue: $11,640/month average
- Time saved value: $3,100/month (15.5 hrs × $50/hr)
- Total value: $14,740/month
- TKC cost: $697/month
- Net gain: $14,043/month
- ROI: 2,014%
- Payback period: 11 days
Key Success Factors
1. Custom Training
TKC trained the agent on Mountain Plumbing's specific FAQ (38 questions), emergency vs. scheduled service criteria, pricing structure, service area boundaries, and Mike's preferred language/tone.
2. ServiceTitan Integration
Agent automatically created customer records, logged call details, booked appointments, sent confirmations, and updated job statuses—eliminating all manual data entry.
3. After-Hours Coverage
Agent handled 100% of after-hours calls (5pm-8am weekdays, all weekend), capturing 30 additional jobs/month that previously went to voicemail.
4. Quote Follow-Up Automation
Automated sequence improved quote conversion from 45% to 68% through timely, consistent follow-ups.
Customer Testimonial
"I was skeptical as hell about AI answering my phone. But Tyler's team trained it so well that it handles intake better than my office manager ever did—and she's great! The agent asks the right questions, books appointments, and never takes a day off.
Best part: I got my weekends back. No more Saturday emergency calls going to voicemail. We're making an extra $18,000/month and I'm working LESS. Best $697 I spend every month."
— Mike Rodriguez, Owner, Mountain Plumbing
Lessons Learned
What Worked:
- Start simple, expand later (began with Executive Agent only)
- Review first 100 conversations to catch issues early
- Set clear escalation rules
- Integrate deeply with CRM to eliminate double-entry
What Didn't Work Initially:
- Too formal language (fixed in Week 2)
- Over-qualification upfront (streamlined in Week 3)
- No emergency routing (added in Week 2)
Industry Benchmarks
Based on 12 TKC customers in plumbing/HVAC sector, Mountain Plumbing outperformed the average:
- Missed call rate: Industry avg 45-60% → Mountain Plumbing 5%
- After-hours coverage: Industry avg 15% → Mountain Plumbing 100%
- Quote conversion: Industry avg 35-50% → Mountain Plumbing 68%
- Response time: Industry avg 2-8 hours → Mountain Plumbing 2 minutes
Conclusion
Mountain Plumbing's success demonstrates the transformative power of AI agents for home services businesses. By capturing previously lost leads, automating follow-ups, and providing 24/7 coverage, they achieved remarkable results in just 90 days.
Ready to replicate this success? Start a free trial or book a call to see how AI agents can transform your business.