The Challenge
Apex Electrical had a dispatch bottleneck. When calls came in, the office had to check technician availability, match the right tech to the job type, and call the customer back with a time. This process took 20 to 45 minutes per booking, and during busy periods, it meant customers waited hours for a callback.
Daniel had 6 technicians but only one dispatcher. The dispatcher was the single point of failure. If she was on the phone with one customer, five others waited. If she was out sick, the whole operation ground to a halt.
How Avo Helped
Avo automated 80% of the dispatch process. It knows each technician's schedule, specialties, and location. When a call comes in, Avo matches the job to the right tech, checks availability, and books the appointment instantly. Only complex commercial jobs get escalated to the human dispatcher. The result is 3x faster booking and a dispatcher who can finally focus on the jobs that need a human touch.
Before & After Avo
Avg Booking Time
35 min
Dispatcher Capacity
Maxed
Tech Utilization
68%
Customer Rating
4.1/5
Avg Booking Time
< 2 min
Dispatcher Capacity
60% free
Tech Utilization
91%
Customer Rating
4.8/5
Key Results
80%
Automated Dispatch
Of all calls dispatched without human intervention
3x faster
Booking Speed
Time from call to confirmed appointment
91%
Tech Utilization
Technician schedule utilization rate
4.8/5
Customer Satisfaction
Average customer rating post-Avo deployment
“Our dispatcher used to be underwater every single day. Now Avo handles 80% of the bookings automatically and she focuses on the complex stuff. We're booking 3x faster and our techs are busier than ever.”
Daniel Park
Owner, Apex Electrical
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