Beverly Parker is the Director of Human Capital at Ideal Partners, a facility services company with four locations and nearly 200 employees serving multiple brands both commercially and residentially. From pest control to HVAC and fire safety, each division runs its own marketing campaigns, generating a steady flow of inbound calls day and night.

Ideal Partner’s biggest challenge became apparent after hours. “We had a lot of dropped calls after hours from our marketing numbers, especially in our Pest Division,” Beverly explained. Urgent callers faced a clunky automated system, navigating through menu options like fire, alarm, HVAC, roofing, or pest. Too often, calls ended in voicemail—or worse, with callers simply hanging up before providing any information.

This wasn’t just inconvenient—it was costly. In two months time, they had 60 missed calls go to voicemail and hang up. That meant lost leads and wasted marketing dollars.

Beverly and her team knew overnight call capture was crucial. GoTo Connect’s AI Receptionist was set up to cover after-hours calls for the Pest division, where urgency and missed opportunities were highest. Now, when calls come in overnight, the AI greets customers and asks clarifying questions: Do you need to reschedule? Are you seeking new service? Is your issue urgent?

• If rescheduling: The AI collects customer info and securely forwards it, so dispatchers can address requests the next morning.
• If urgent or a new service: The call is transferred immediately to a live person, even after hours.

This approach changed the customer experience for urgent pest callers. As Beverly put it, “When there’s a pest crisis, customers don’t want to wait for someone to call back tomorrow. They want to speak to a human.” With AI Receptionist, even if a technician isn’t available right away, customers feel reassured and know help is on its way.

Overnight capture of key calls made a big difference:

• Missed calls decreased by 95% in two months.
• Marketing spend became more effective: “Thanks to AI Receptionist, those hang-ups are gone, which means our marketing dollars are actually getting to a salesperson.”
• Dispatcher workload shifted from reactive fire-fighting to proactive service.
• Team members no longer needed to cover late-night phone shifts—a huge relief for Beverly, whose time as fill-in receptionist is now behind her. 

Another breakthrough: customers can rarely tell they’re speaking to an AI. Beverly noted, “Most people can’t tell she’s not a real person.” The transition was so smooth, there was zero negative feedback—just a steady stream of satisfied customers and overnight inquiries routed efficiently to the right team.

“In two months, we had 60 missed calls go to voicemail and hang up. After implementing GoTo Connect’s AI Receptionist, we’ve missed just three. Not having those hang-ups means marketing dollars are getting to a salesperson.”

Beverly Parker, Director of Human Capital, Ideal Partners 

“With AI Receptionist, my team spends less time fielding random calls and more time helping customers get what they need.”

Beverly Parker, Director of Human Capital, Ideal Partners

Buoyed by early results, Beverly plans to expand AI Receptionist to daytime calls and other divisions as those brands grow. “I expect to use it in other departments,” she said. The goal: ensure every call, regardless of hour, gets quick, professional attention, freeing staff to focus on what matters.

GoTo Connect’s AI Receptionist rescued lost leads and marketing investment, and improved both the customer and employee experience. As Beverly sums up, “GoTo Connect’s AI Receptionist is solving a business need. We expect it to grow with us.”