For over four decades, My Plumber Plus has served Northern Virginia and suburban Maryland with top-tier plumbing, HVAC, and electrical services. But as the company grew, so did the pressure on its call center—especially during nights, weekends, and peak call times. Customers were frequently put on hold for 4 to 5 minutes or, worse, never connected at all.

In 2024, the team turned to Avoca's GenAI customer service platform, which now handles overflow and after-hours calls automatically across all locations. Avoca not only answers every call—it books appointments, resolves issues in real time, and blends seamlessly into the customer experience.

The Challenge

My Plumber Plus had been using a traditional human-based overflow service to help during off-hours. But this setup introduced new friction: long hold times, missed calls, and customer frustration.

“Our customers were sometimes waiting five minutes just to talk to someone,” said Jessica Vargas, Call Center Manager. “In this business, you don’t get five minutes—you get maybe 30 seconds before they call your competitor.”

On top of that, callers were often routed to the wrong person or didn’t get booked at all. The team couldn’t track how many leads were slipping through the cracks, and frontline staff couldn’t keep up.

The Solution

Avoca replaced the third-party overflow team with a smarter, more consistent approach. Integrated directly into their phone system, Avoca now handles thousands of calls with zero wait time—and books jobs with speed and empathy.

“Nowadays, if we don’t answer it, it’s going straight to Avoca. Just like that, we have a virtual assistant taking care of the customer,” said Phil Hopkins, Director of Operations.

Avoca didn’t just replace hold music with automatic instanse response—it replaced inconsistency with confidence. The team collaborated with Avoca’s implementation experts to build a customized knowledge base, ensuring the AI could answer service-specific questions just like a trained agent would.

“We worked hand-in-hand with Avoca to train the AI to sound like us, act like us, and care like us,” Jason Price, Director of Marketing, said. “And it worked.”

Impact

Since onboarding Avoca, My Plumber Plus has eliminated customer wait times during overflow and off-hours. Instead of missed opportunities, those calls now result in real bookings—handled in real time by a custom-built AI agent that knows the brand, the service offerings, and how to convert.

“Our customers love it,” Jessica said. “They finish a call with Sarah—our AI agent—and you can hear them thank her like she’s part of the team."

And with Avoca’s ability to manage simultaneous calls, no one is ever stuck in a queue.

“Before Avoca, it was one rep per caller. Now we’ve got unlimited bandwidth. It’s like having 10 agents on-call—24/7,” Jason added.

Results

What started as a solution to overflow quickly became a full-time asset. Avoca now handles thousands of customer interactions, improves internal scheduling efficiency, and frees up human agents to focus on more complex jobs. With zero added headcount, My Plumber Plus turned a leaky support pipeline into a high-conversion engine.

“Avoca’s white-glove service and always-on support gave us peace of mind—and a real competitive edge. If you’re not using AI to enhance your call center or your operations, you’re missing out. — Jason Price, Director of Marketing