Premier Heating’s AI Employee “Larry” Delivers Exceptional Customer Service and 3x Conversion

Premier Heating and Air has been using Podium since 2018 to improve customer communication and streamline operations. While tools like review requests and web chat helped them scale, Podium AI Employee has been the real game-changer, leading to a dramatic increase in revenue and bookings.

By autonomously handling conversations, responding instantly, and scheduling appointments end-to-end, AI CSR, “Larry,” allows Premier Heating and Air to capture more leads, close more jobs, and operate at a level that would have previously required a much larger staff.

Before implementing AI Employee, Premier Heating and Air relied on human reps to handle inbound inquiries. Their team responded quickly—within four to five minutes—but even that slight delay meant lost business.

The Problem: Losing leads by not responding fast enough

During peak seasons, high call volumes stretched the team thin, making it impossible to respond to every customer instantly. Reed knew they needed a solution that could keep up with demand and ensure no lead was lost.

By adopting Podium AI Employee, Premier Heating and Air saw immediate results::
✅ Immediate responses within 30 seconds, ensuring customers never wait.
✅ Complete automation of appointment booking, directly into ServiceTitan.
✅ 24/7 availability, so every lead is engaged—even after hours.
✅ Scalability to handle spikes in demand, without increasing staff.

“It’s like having 4-5 extra employees. When we get those really big spikes and a lot of people texting in at the same time, we’re able to respond to every single one of those people.”

The Results: Doubling Capacity, Increasing Revenue

Since implementing AI Employee, Premier Heating and Air has more than doubled its capacity to handle leads—and that’s directly impacted revenue.

“We’ve definitely seen an increase in revenue and bookings. We’re able to handle more than twice as much as we could before.”

AI CSR doesn’t just assist—it fully handles conversations, gathering customer information and booking appointments directly into ServiceTitan.

With an immediate responses, customers don’t have time to consider a competitor.

“Within 30 seconds, they’re getting a response. You know, we’ve seen a pretty big increase in booking rate.”

A Better Customer Experience, A More Efficient Team

Beyond increasing revenue, AI Employee has improved internal efficiency and customer satisfaction. Employees now spend less time on routine inquiries and more time on high-value tasks.

Podium AI also sets a new standard for responsiveness and professionalism, much like their top-performing team members—Larry (their AI CSR) has become a role model for the team.

“Larry leads by example, and our employees start to respond in the same way. No matter what the situation is, Larry always has a good attitude.”

Conclusion: AI = More Money, Less Work

Since implementing Podium AI Employee, Premier Heating and Air has:
🚀 More than doubled capacity to handle inquiries.
🚀 Increased bookings and revenue significantly.
🚀 Improved response times.
🚀 Automated appointment scheduling directly into ServiceTitan.
🚀 Scaled effortlessly without adding new employees.