About Southern Home Services
Southern Home Services is a leading provider of comprehensive home services across key markets. They specialize in air conditioning and heating maintenance, repair, equipment sales, and installation for residential, multifamily, and commercial clients. Beyond HVAC, their offerings extend to full-service plumbing, electrical, smart home solutions, generators, pool heating, and other essential home services for homeowners, multifamily properties, and light commercial buildings. With approximately 1,000 employees and 26 different brands, they serve the South and Southeast United States.
The Challenge: Missed Calls and Inefficient Operations
Before implementing Contact Center Pro, Southern Home Services struggled with a clunky VoIP (Voice over Internet Protocol) call-answering system. Their customer service representatives (CSRs) were managing calls in one system while customer data resided in another, leading to significant inefficiencies. This disjointed approach made training new employees difficult and hindered efforts to optimize their call processes.
"The customer and employee journeys are critical, and we obviously wanted to reduce the barriers," says Nick Burch, VP of Technology at Southern Home Services. "We must be able to respond to our customers, and not miss an opportunity."
This resulted in:
Call center inefficiency
Overwhelmed CSR managers
Low after-hours and overflow booking rates
Missed revenue opportunities from unanswered calls
The Solution: Centralized, AI-Powered Call Handling with Contact Center Pro
Southern Home Services partnered with ServiceTitan to onboard to Contact Center Pro, seeking a unified and more efficient solution. Contact Center Pro centralizes all customer calls across brands and locations into a single inbox, fully native to ServiceTitan, ensuring every call is linked to the correct job and customer data is readily available.
"It’s given us the ability to leverage a tool that’s just easy and simple," Burch explains. "You have all of your calls in one place inside ServiceTitan. You can easily set up call flows. You can easily connect the dots. And it just gave us an ability to even scale up."
A key feature is the ability for calls to roll over to a centralized call center in Orlando, Florida, if a local branch is too busy, guaranteeing no calls go unanswered. The system also includes AI Voice Agents to handle overflow and after-hours calls, ensuring 24/7 booking capabilities.
The implementation across 26 branches, plus a centralized call center, was smooth due to Contact Center Pro's user-friendliness and Southern Home Services' robust training and technical teams.
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The Results: Higher Booking Rates and Increased Revenue Potential
Since implementing ServiceTitan Contact Center Pro, Southern Home Services has seen significant improvements in its call handling and booking efficiency:
Nearly 13% increase in call booking rates year-over-year.
This translates directly into increased revenue potential. As ServiceTitan CEO and Co-Founder Ara Mahdessian notes, a 13% booking rate increase for a $10 million organization could mean an extra $1.3 million in revenue, often at a higher profit margin.
"From our CSRs to our general managers, our dispatchers, our customer experience center, they're the ones that I think are reaping the rewards by leveraging Contact Center Pro and serving our customers better," Burch states. "Contact Center Pro allowed us to book the call and take advantage of these opportunities."
Ready to optimize your call center and capture more opportunities? Book a demo of ServiceTitan Contact Center Pro today!
