How Granite Comfort rebuilt its customer-facing operation with Avoca

The problem: growth hitting a ceiling with no visibility into why

Home services demand spikes hard and unpredictably. Heatwaves, cold snaps, storms. Granite Comfort would sometimes see call volume double in a week, and no hiring plan could keep pace. CSRs couldn't be trained fast enough for summer and winter peaks.

Worse, the booking rate looked artificially healthy. Granite Comfort tracked conversion on the calls they answered, with no view into the ones that never got picked up. Agency partners flagged it first: ad spend was driving volume the contact center wasn't capturing. With an incomplete denominator, leadership couldn't tell whether they were losing 10% of demand or 40%, and staffing and marketing decisions ran on guesswork.

The decision: retool the entire business model around AI

Granite Comfort approached Avoca with a scale problem. 9 brands meant 9 CSR teams, 9 after-hours vendors, 9 workflows, and 9 data silos. Every new acquisition meant adding them all over again. Linear staffing didn't fit the operating model.

Granite Comfort didn’t bolt Avoca onto the existing operation. Rather, they rebuilt customer-facing operations around it.

• Avoca Responder answers every call at every brand, collapsing 9 local CSR teams into 1 centralized contact center.
• Avoca Coach manages quality across that consolidated team from a single seat.
• Avoca Human-in-the-Loop replaced 9 after-hours vendors with live booking 24 hours a day, with full continuity between the AI CSR, Granite Comfort CSRs, and Avoca's human CSR team.

The impact: inside the rebuilt front office

Every call answered on the first ring. Every brand answers on the first ring, 24 hours a day. The most common reaction Granite Comfort hears from customers: surprise that someone picked up at all.

After-hours went from "take a message" to same-day dispatch. The old model was a placeholder. Customers called, an outsourced service wrote a message, the brand saw it the next morning. Nothing booked. With Human-in-the-Loop, after-hours calls now book live and dispatch live around the clock. Technicians arrive the same day, on calls that used to disappear.

Centralization without losing brand identity. One AI foundation, configured per brand. Each location keeps its identity while inheriting the highest-booking patterns the platform has learned across the portfolio. Data gets captured the same way across all 9 brands, giving leadership 1 clean view of performance instead of 9 disconnected ones.

The results: unlocking 20% YoY growth

• 20% revenue lift. Yost & Campbell, the brand Granite Comfort piloted with, grew revenue 20% year-over-year. The lift came almost entirely from calls Avoca captured that the team used to lose, not from new marketing spend.
• Half of all bookable calls handled end-to-end by AI. Over 50% of bookable calls now book in full with no human touch. The rest move through Human-in-the-Loop or the consolidated CSR team with full context carried across.
• An operating model built to scale with the portfolio. The original scale problem is solved. Each new brand Granite Comfort acquires plugs into 1 platform, 1 CSR team, and 1 data view, not into 9 more dependencies.