Multi-Line IVR System for Regional HVAC Company

Custom IVR handling 300+ daily calls — automated dispatch routing, on-call scheduling integration, and emergency escalation — replacing a $600/mo third-party service.

Twilio VoiceNode.jsExpressSMS AlertsScheduling APIPostgreSQL

Industry

HVAC / Field Services

Engagement

Build & Deploy

Status

Live in production

// Problem

The challenge

A regional HVAC contractor was paying $600/mo for a generic IVR service that didn't integrate with their scheduling system. Dispatchers manually re-keyed every emergency callback, and after-hours calls routinely fell through the cracks.

// Solution

What we built

A Twilio-powered IVR with custom call trees, DTMF and speech recognition, and live integration with the company's scheduling system. Emergency calls trigger SMS pages to the on-call technician with caller details and ticket links; non-urgent calls route to voicemail with automatic transcription emailed to dispatch.

Six dedicated phone numbers, one per service line
After-hours escalation tree by service tier
Inbound caller lookup against the customer DB
Daily call analytics dashboard

// Outcome

Results

Direct cost savings of $7,200/year on the replaced service. After-hours response time dropped from an average of 38 minutes to under 4 minutes. Dispatcher manual work on inbound calls fell roughly 60%.

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