Case Study:
Harris – R.M. Thornton
Client Background
Harris – R.M. Thornton is a leading mechanical contractor specializing in HVAC, plumbing, and building automation services, including installation, maintenance, and repair.
Based in Maryland, the company is part of the larger Harris organization, which also operates in St. Paul, Phoenix, and the Pacific Northwest (Bellingham, WA).
Known for its technical expertise and customer-first approach, Harris – R.M. Thornton provides responsive, high-quality service to commercial and industrial clients across multiple markets.
The Challenge
When after-hours emergencies occurred, internal staff sometimes had to remain on-call to answer phones during nights and weekends, an arrangement that was neither efficient nor sustainable. The company needed a dependable, professional answering partner who could ensure consistent communication and coverage 24/7, without adding unnecessary staffing costs.
The Solution
Focus Answering Service stepped in to provide comprehensive after-hours call handling across Harris’s Maryland office. Working closely with leadership, Focus established a custom communication workflow to ensure all customer calls — especially emergencies — were handled promptly and professionally.
24/7 Coverage
Focus agents field all after-hours calls, ensuring no service request is missed.
Emergency Escalation
True emergencies are dispatched immediately to the appropriate on-call technician.
Routine Inquiries
Non-urgent calls are logged and delivered the next morning with complete documentation.
Business Continuity
During a major office relocation in 2021, Focus seamlessly fielded 100% of incoming calls—day and night—until Harris’s new phone systems were installed and operational.
Through proactive communication and precise execution, Focus became an integral extension of the Harris team, ensuring uninterrupted service delivery.
The Results
Partnering with Focus has helped Harris – R.M. Thornton maintain operational consistency and strengthen customer confidence:
No Missed Calls
Every after-hours service request is answered and routed correctly.
Operational Reliability
Focus ensures uninterrupted coverage, even during critical transitions like office relocations.
Cost Savings
The company no longer needs to pay staff to remain on-call for after-hours coverage.
Dependable Communication
Emergency messages are dispatched immediately, and non-urgent requests are documented and delivered on schedule every morning.
Loyal Partnership
After more than four years, Harris continues to value its long-standing relationship with Focus, built on mutual trust and dependable service.
Client Testimonial
