Overview
Carlos Martinez owns CoolBreeze HVAC, serving the Dallas-Fort Worth area with a team of six technicians. Emergency calls during Texas summers are a matter of life and safety. With industry data showing 27% of home services calls go unanswered and the average furnace or AC replacement costing $4,500, every missed call has real consequences. Lockmaster.ai now handles all incoming calls, routing urgent ones to on-call techs while booking routine maintenance automatically.
The problem
CoolBreeze was struggling with call volume during peak season. Their answering service could not tell the difference between a total AC failure in a home with elderly residents and a customer wanting to schedule a filter change. Every call was marked urgent, which meant technicians were being dispatched unnecessarily at premium overtime rates. Meanwhile, actual emergencies sometimes waited. With 47% of home services calls being genuine leads, mishandling them was costly. Less than 3% of callers who reached voicemail left a message, so any overflow was a lost customer.
Owner, CoolBreeze HVAC
Our operators did not know the difference between a broken compressor and a dirty filter. Half our emergency dispatches were not real emergencies, and it was costing us a fortune in overtime. Meanwhile, the real emergencies were waiting in line.
The solution
Lockmaster.ai was trained on CoolBreeze's full service catalog, emergency protocols, and dispatch procedures. The AI asks callers about their system type, symptoms, and living situation. True emergencies like no cooling with vulnerable residents, gas leaks, and carbon monoxide concerns are immediately routed to the on-call technician with a detailed summary. Routine maintenance and non-urgent repairs are booked into the next available appointment slot. The AI even provides basic troubleshooting tips to callers while they wait for a technician.
Lead Technician, CoolBreeze HVAC
The AI actually understands what is an emergency and what is not. When I get a dispatch now, I know it is real. And the summary text tells me exactly what the problem is before I even arrive. It has made me more efficient on every call.
The result
False emergency dispatches dropped by 75%, dramatically reducing unnecessary overtime. True emergency response time improved by 40% because technicians were no longer tied up on non-urgent calls. Routine maintenance bookings increased 28% because the AI books appointments around the clock. With 29% of home services leads converting to jobs, answering every call now means capturing revenue that was previously lost. Customer reviews went from 3.8 to 4.7 stars on Google within six months.
Owner, CoolBreeze HVAC
Lockmaster.ai transformed how we handle calls. It routes urgent ones to our on-call tech instantly and books everything else automatically. Our whole operation runs smoother now. Our Google rating jumped almost a full star.
