Case Study: Transforming Greg Troy Plumbing with a 24/7 AI Voice Receptionist

Customer Profile

Greg Troy Plumbing is a long-established plumbing service provider in Los Angeles.
Operating with a small but active team of 12–20 technicians, they handle:

• Plumbing emergencies
• Drain cleaning
• Sewage issues
• Water heater repair
• Commercial & residential plumbing

The project was led by Ronald (Owner), who wanted to modernize operations and reduce inefficiencies caused by missed calls and slow scheduling. Their customer base includes homeowners, commercial buildings, and real-estate clients.

Market Context

Los Angeles is a competitive plumbing market where customers expect instant responses.
A missed call typically results in the customer booking the next available company, causing major revenue loss for slow responders.

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The Problem

Before UNITZERO's AI solution, Greg Troy Plumbing faced major operational issues:

• 28% of calls were missed, especially during after-hours.
• Scheduling delays caused late technician arrivals.
• Customers complained about slow response and long hold times.
• Poor communication between office & technicians caused mix-ups.
• The owner couldn't manage after-hours calls without hiring staff.

These challenges caused loss of revenue, inefficiency, and difficulty scaling.

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Business Impact Before AI

The consequences included:

• ~$126,000/year estimated revenue lost from missed jobs.
• Customers switching to competitors who answered faster.
• Low customer satisfaction due to delays.
• Under-utilized technicians because jobs sat unassigned.
• Staff burnout due to night shifts.

They needed a receptionist-level solution without the cost of staffing.

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Previous Solutions Tried

The company had no previous automation.
The only workaround was using team members for late-night shifts — increasing payroll cost and stress.

They needed a sustainable, modern solution.

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Goals & Urgency

Ronald wanted to:

• Provide 24/7 call handling
• Reduce missed calls to zero
• Speed up scheduling
• Improve lead qualification
• Eliminate human receptionist workload
• Improve customer satisfaction
• Fix technician dispatch gaps

He needed a reliable system that could run flawlessly day and night.

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Why They Chose UNITZERO

UNITZERO stood out due to:

• A modernized website with integrated voice receptionist widget
• A successful demo showing instant, natural AI call handling
• Fast delivery and clear technical breakdown
• Better pricing than hiring staff
• Strong Upwork reviews:

"He not only got the work done, but taught me things I had never thought of before." — Sandy Liu
"He architects solutions that transform businesses and deliver measurable ROI." — Ronald Parent

UNITZERO offered the right mix of engineering, speed, and business sense.

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Solution Overview

UNITZERO implemented a custom 24/7 AI Voice Receptionist using:

• Vapi – Voice AI handling
• Twilio – Phone systems & routing
• ElevenLabs – Natural voice output
• Calendly – Scheduling
• n8n – Automation workflows
• Supabase – Database & CRM
• Custom Dashboards – Technician assignment and job tracking

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Capabilities Delivered

The AI receptionist can:

• Answer every call within one ring
• Run 24/7 including nights/weekends
• Detect emergencies
• Qualify job type (leaks, clogs, sewage, heater repair, etc.)
• Auto-book plumbing jobs
• Auto-assign available technicians
• Send instant SMS & email confirmations
• Generate call summaries
• Sync everything into the CRM
• Provide real-time technician tracking

The entire call → qualification → booking → assignment process is automated.

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Implementation Journey (3 Weeks)

Week 1 – Voice Agent + Call Flow

• Built conversational flow
• Added emergency detection
• Integrated Twilio & Calendly
• Created qualification logic

Week 2 – Refinements & Testing

• 50+ simulated test calls
• Improved accent/noise handling
• Enhanced emergency prioritization
• Synced Supabase logs & CRM

Week 3 – Dashboard + Dispatch

• Built technician assignment workflows
• Added staff alerts
• Created job progress dashboard
• Completed final real-world testing

The system was launched on the main business line & website.

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Challenges Solved

UNITZERO resolved issues like:

• Noisy calls from job sites
• Long homeowner problem descriptions
• Differentiating urgent vs. routine tasks
• Real-time technician scheduling
• Making the agent sound natural, not robotic

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Results & Benefits

Quantitative Results

• 30% increase in monthly profit
• Missed calls reduced from 28% to nearly 0%
• Response time improved from minutes to 1 ring
• Technician assignment time reduced by 50%
• After-hours bookings increased 18–25%

Qualitative Improvements

• Fewer customer complaints
• Better office → technician communication
• Customers praised faster responses
• Instant assignment for technicians
• No need for overnight staff
• Better online reviews
• Owner gained more free time & visibility

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Conclusion

UNITZERO transformed Greg Troy Plumbing's entire scheduling and customer support system. With instant call answering, automatic job booking, and real-time technician dispatch, the company:

• Increased profit by 30%
• Eliminated missed calls
• Reduced delays
• Improved customer satisfaction
• Achieved a scalable, modern workflow

This case study demonstrates how AI Voice Receptionists can completely reshape service-based businesses — providing speed, automation, and reliability at a fraction of staffing cost.