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Home Services6 locations, Pacific Northwest
Cut $47,000 of monthly payroll while booking 22% more jobs
Halston ran an eleven-person phone team across two call centers and still missed a third of inbound calls during storm season. Operon now answers every call, dispatches against live technician capacity, and hands escalations to a four-person human team.
$0K
annual payroll removed
+0%
jobs booked
0.0s
average answer time
0 days
to go live
The challenge
- Eleven full-time phone staff across two call centers, plus an overflow answering service billing $4,100 a month.
- Storm weeks produced 3x call volume with no way to staff for it, and 34% of calls went unanswered.
- Dispatchers booked jobs without seeing real technician capacity, which produced 40 minutes of daily rework.
What we built
- Operon Voice Agent placed in front of the main line and all six location numbers, with a 0.8 second answer target.
- Live two-way sync with ServiceTitan so every booking respects real capacity, skill tags, and drive time.
- Escalation policy that routes any call involving gas, flooding above the subfloor, or commercial contracts to a human within 15 seconds.
What happened
- Phone team reduced from eleven to four, all reassigned to escalation and commercial accounts rather than laid off.
- Storm-week capture went from 66% to 99.4% with no change in staffing.
- Average job value rose 8% because the agent consistently offered the maintenance plan, which humans skipped when busy.
“The first month I checked every recording. The second month I checked a sample. By the third month I was checking the P&L instead.”
Marcus Delaney
COO, Halston Plumbing
At a glance
- Company
- Halston Plumbing
- Industry
- Home Services
- Footprint
- 6 locations, Pacific Northwest
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