How Handy Bros replaced their entire AI stack with one partner
- 5 → 1
- vendors consolidated onto one platform
- 62 → 130
- employees during the rollout
- 1 partner
- across the whole operation
“Craft isn't just a tool; they're a strategic partner helping us scale our entire operation.”
Kaleena Cryderman
VP of Operations, Handy Bros Home Comfort
Handy Bros was growing fast, scaling from 62 to 130 employees in HVAC and home comfort. Their technology wasn't keeping up. Separate AI vendors ran the contact center, field coaching, and follow-up, with no shared data between them, and the cracks were showing.
Before Craft
Multiple disconnected tools with no shared data. Slow, unresponsive support where simple changes required engineering coordination. Limited ability to tailor the AI to their HVAC workflows. And a contract ending on a hard deadline, mid-scale.
With Craft
One platform from the first call to the final follow-up. A dedicated technical contact who understands both HVAC and software. AI that outperformed their previous systems, and a team responsive enough to resolve issues in hours, not weeks.
The problem
A fragmented AI stack that couldn't scale
Handy Bros was cobbling together multiple AI vendors for different parts of their operation. Nothing shared data, so the contact center, the field team, and the follow-up team all worked from separate systems with separate context.
Their previous AI vendor failed on support: simple changes required engineering coordination on Handy Bros' end, and they couldn't tailor the AI to their specific HVAC workflows without jumping through hoops. With their existing contract ending on a hard deadline, they needed to make a decision fast, all while doubling headcount.
The decision
A partner, not a vendor
When Handy Bros evaluated their options, it wasn't about features on a comparison sheet. They were looking for a 5+ year strategic partner who understood their business, could scale with them, and would be there when things got hard.
Craft's AI outperformed their previous systems on call handling, coaching, and follow-ups. It replaced five tools with one. And a dedicated technical contact who understands both HVAC and software meant issues got resolved fast, a night-and-day difference from the generic support queues they were used to.
The platform
Five products, one partner
Handy Bros deployed Craft across their entire operation, from the first customer call to the final follow-up. Every touchpoint now runs through a single, unified platform.
- AI Voice Agents. Handle inbound calls, book appointments, and never miss a lead — 24/7.
- Speed to Lead. Instant outbound follow-up on every web lead before competitors can respond.
- Virtual Ridealongs. Real-time coaching for field sales reps during every appointment.
- AI Follow-Up. Personalized follow-ups on every unsold estimate.
- Coaching & QA. Every customer service call scored and coached, so every rep gets better.
The result
One platform, total coverage
Handy Bros went from juggling multiple disconnected vendors to running their entire customer journey through Craft. Every call, every appointment, every follow-up: one platform, one team, one partner.
They consolidated five vendors into one, doubled their team during the rollout without the stack fracturing, and covered the full journey from contact center to field sales to follow-up. Craft's bootstrap approach resonated with a company that builds with urgency and cares about outcomes.