Top Flight Electric

Transformed Customer Experience with Avoca's AI CSR

By replacing stressful after-hours call handling with Avoca AI, Top Flight Electric transformed customer service into a growth driver—boosting booking rates from 10% to over 70%, unlocking $170K in new revenue, creating capacity for four new hires, and restoring work-life balance for their team.

Overview

Top Flight Electric, a residential home services company based in Winter Haven, Florida, built its reputation on reliability. But as the company scaled, the after-hours demand became overwhelming. The leadership team was answering night and weekend calls themselves—often at the cost of personal time and quality of service. Worse, the outsourced call centers they experimented with created friction for customers and led to abysmal booking rates of just 5–10%.

Looking for a more scalable and professional solution, the team turned to Avoca's AI customer service representative, which now handles all after-hours and overflow calls. In the first year alone, Avoca helped Top Flight Electric generate an additional $170,000 in revenue—and reclaim their evenings.

The Challenge

The company cycled through multiple live answering services, but they all had the same problems: long hold times, miscommunications, and a customer experience that clearly didn’t reflect Top Flight’s standards.

“When it was very obvious it was a call center, it frustrated our clients— and they wouldn't even book the call,” said the business owner, Billy Bishop.

Even when the team took the calls themselves, it was unsustainable. They were fielding requests during dinner, on weekends, and late at night—only to return Monday morning burned out.

The Solution

Top Flight Electric adopted Avoca to automate all after-hours and weekend support. From day one, Avoca began booking jobs at a dramatically higher rate—jumping from 5–10% to over 70%.

“Avoca AI has brought in a ton of revenue from after-hours calls and weekend calls,” Top Flight's Office Manager, Braquel, said.

And the change wasn’t just functional—it felt like a relief.

“Now we don’t work nights and weekends. We can relax and hang out with our families, and Avoca takes care of those calls,” said Braquel.

Impact

The team immediately noticed the shift in both customer experience and internal morale. Customers didn’t realize they were speaking with an AI agent—and that was by design.

“It’s an AI, but it doesn’t sound like an AI. It sounds like a real person,” said Jonathan, one of the Service Managers. “It shows empathy and that emotion humans need. It’s actually pretty neat.”

When a hurricane knocked out phone and internet service in the area, Avoca kept running—fielding calls, booking jobs, and filling the schedule even when the team couldn’t get online.

“We were not able to get to our clients’ needs,” Billy recalled. “Avoca answered those calls for us and booked those calls. That week alone was worth $150,000.”

Results

Since implementing Avoca, Top Flight Electric has hired four additional technicians to meet the surge in demand. The team no longer sacrifices their personal time to stay on-call, and customers get fast, accurate booking no matter when they reach out.

“We feel free because we come back on Monday and just see our schedule with new appointments,” said Jessika. “It feels like we have another team member—one that never sleeps.”