The Challenge: Missed calls and missed revenue
Angela Kump, Jr. Systems Administrator, and Kallie Carmical, Call Center Manager, were facing a growing problem at Bonney. As call volumes surged, they were missing more calls.
Each brand operated in silos, with dedicated CSRs, separate licenses, and isolated scheduling systems. That meant staffing was a constant juggling act—especially when employees called in sick, went on leave, or requested vacation. “I have 10 boards, 10 departments across the board that I have to fill every day,” Kallie shared. “When one person is out, it messes up everything.”
The missed opportunities weren’t just operational—they were financial. “We're not only losing the money from that customer not doing business with us,” Angela explained, “but we paid for the lead to come in originally and we're paying for the answering service on top of that. It all adds up.”
Meanwhile, third-party answering services were failing to deliver. “They can't see anything in that customer's account,” Kallie said. “The availability that they have is not the same that we have in our office. So customers would hang up and call a competitor.”
The Solution: An AI-Powered and Fully Native Contact Center
Centralized CSRs Across Brands
With Contact Center Pro, Bonney unified all five brands under one platform. CSRs could now answer for any brand, increasing coverage instantly. “That flexibility and coverage—that was the biggest impact for us, right from day one,” Angela said.
“To be able to put a CSR on multiple tenants was lifesaving,” said Kallie. “It changes [things] to have more availability and more people are answering the calls.”
The difference showed up in building out the schedule too. “I used to spend an hour and a half,” she said. “It takes me 15 minutes now.” With one integrated team and aligned hours, Bonney extended coverage to seven days a week without adding headcount.
AI Virtual Agents for 24/7 Booking
After-hours and overflow calls, once routed to expensive and inefficient answering services, are now handled by AI Virtual Agents.
Virtual Agents are connected to their ServiceTitan data so they have access to real-time availability, customer records, and location history– all the data they need to book.
These virtual agents can also handle common but time-consuming calls, like spam calls and reschedules. “That leaves my CSRs available to be able to take more emergency calls,” Kallie noted. “In the middle of summer, when it's 115 degrees outside, an AI agent can book a call. So we're not losing that call either.”
Native to ServiceTitan: Real-Time Visibility Helps CSRs Book Faster and Wow Customers
With ServiceTitan, the team unlocked a level of visibility and responsiveness they’d never had before. Contact Center Pro is fully native to ServiceTitan, giving CSRs everything they need to book fast and deliver top-notch service. “We have more information because with ServiceTitan, we can actually access it,” Kallie said.
CSRs can see past services, interactions, and availability—all without putting anyone on hold.
Most importantly, ServiceTitan helped the team capture more calls—whether it was a new lead, a frustrated caller, or a long-time client. Instead of letting those calls slip through the cracks, they turned them into booked appointments, upsells, and long-term relationships. As Kallie put it, “We’re making money— we’re booking that customer.”
Manager Assist – the ultimate virtual assistant
For Kallie, managing a large team used to mean pulling multiple reports and spending hours digging into call recordings. Now, with Manager Assist, CSR performance insights are at her fingertips.
“To be able to look at one page and be able to see the average call time—[old systems] didn’t even give me that,” she said. The AI-powered transcription tools have completely changed how she coaches. “It can transcribe what the conversation was and give us a really nice summary of what the phone call was at a glance. And then you can god down and look at a pretty accurate transcript of what the call was. It's really cool.”
Angela added that it even changed the tone of training sessions. Instead of playing back someone’s recording in front of the team, they use anonymized transcripts, which means fewer embarrassing moments. “The CSRs are more open to role-playing that situation and troubleshooting what the CSR could have done better on the call.”
The Results: Fewer Missed Calls, Higher Booking Rates, and a More Scalable Operation
Since implementing Contact Center Pro, Bonney has seen dramatic improvements in performance, efficiency, and employee satisfaction.
11% Increase in Booking Rate, from 35% to 41%, achieving and exceeding Nexstar’s benchmark
Missed Calls Cut by 60%, from 10% to 4%
Abandon Rate Down from 12% to 4%, even before adding Virtual Agents
Kallie put it best: “This has saved me. It's made my life beyond better.”
And for Angela, the value is unmatched: “I think it's my favorite Pro product. I think it's incredible.”
To get started with Contact Center Pro, book a demo today.
