How Action Furnace stays covered when every furnace in Calgary breaks at once
median first response to a new lead, day or night
appointments booked every month across voice and SMS
of texted leads reply and engage, even on cold and reactivation lists
customer conversations handled every month
Action Furnace is one of Alberta's largest residential HVAC companies, serving homeowners across Calgary, Edmonton, and surrounding communities.
"Knowing that Revin can book right in ServiceTitan is huge. That literally takes 99% of the work away."
Andrea Fodor - Action Furnace
THE PROBLEM
A call center can only answer so many phones
Action Furnace was already running a sophisticated operation.
The team had built strong processes. They had ServiceTitan. They had dedicated CSRs. They had volume.
What they didn't have was unlimited capacity.
The challenge isn't generating demand.
It's what happens when demand arrives all at once.
When temperatures drop to -30°C, every furnace problem becomes an emergency. The phones light up. Customers want answers immediately. And no call center can staff for peak demand year-round.
Action Furnace needed a way to make sure every customer got a response, even when every phone was ringing at once. They had tried automation before.
The tools helped.
But they still needed humans involved every step of the way.
The appointment wasn't actually booked until someone on the team touched it.
THE SOLUTION
Revin became part of the operation
Action Furnace didn't need another dashboard.
They needed another set of hands.
Revin deployed an AI agent that works directly inside ServiceTitan.
When a customer reaches out, the agent responds immediately, qualifies the homeowner, answers questions, and books the appointment directly into the dispatch board.
No scheduling links.
No manual entry.
No waiting for a CSR.
The same agent now handles abandoned calls, maintenance campaigns, membership outreach, reactivation campaigns, and voice conversations.
What started as a way to improve response time became part of how the business operates.
THE RESULT
The phones don't stop. Neither does the agent.
Every new lead gets an answer within seconds. Not two minutes, not the next morning. In a market where the first company to call back usually wins the job, that is the whole game.
And the agent never clocks out. Nearly four in ten of the appointments it books land after hours, on the nights and weekends when the office is dark and a furnace just quit in the cold.
Every month, Revin handles more than 3,000 customer conversations for Action Furnace and books around 190 appointments, across speed-to-lead, abandoned calls, memberships, reactivation, and receivables.
The biggest change isn't any single number. It's confidence. Action Furnace knows every lead gets a response, every customer gets follow-up, and when demand spikes, the operation doesn't fall behind.
The call center focuses on the conversations that need a human. The Revin agent handles the rest.
"Before Revin, my team was buried in follow-ups. Now the agent just handles it, around the clock, and we get to spend our time on the harder stuff that actually moves the needle. It's been a game changer for us."
Jodi Larocque - Call Center Team Lead, Action Furnace
IMPACT
Building the future of customer engagement
What started with SMS now includes voice.
Today, customers can call or text and receive the same immediate experience.
The long-term vision is simple:
One agent helping customers wherever they choose to engage.
Ready to capture every opportunity, even during peak demand?
Discover how Revin helps operators scale customer engagement without scaling headcount.
