How Total Comfort Nearly Doubled Close Rates and Scaled Coaching with Rilla

About Total Comfort

Total Comfort is an HVAC company based out of Golden Valley, Minnesota, specializing in residential retrofit replacement — furnaces, air conditioners, water heaters, and indoor air quality. As a Turnpoint company, they needed a way to scale coaching beyond the two in-person ride alongs per week their managers could physically attend. Rilla gave them that — and the results were transformational.

“Working with Rilla has been a game changer. Over the past four months my close rate has gone from 23% to 42% — a massive change.”

Jonathan Shun

Comfort Advisor at Total Comfort

Rilla drives a 9% team-wide close rate increase

Rilla's AI-powered conversation intelligence proved to be a game changer for Total Comfort. The platform allowed managers to do virtual ride alongs with sales consultants as they worked in customers' homes — something that was severely limited before Rilla.

"The biggest challenge our salespeople faced before Rilla was just the lack of coaching opportunities," shared the Total Comfort team. With Rilla, the coaching bottleneck disappeared entirely. Managers went from doing two ride alongs per week to eight to ten per day — a staggering increase in coaching volume.

The impact on individual performance was dramatic. One sales consultant saw their close rate nearly double, going from 23% to 42% in just four months. The ability to record conversations and listen back between appointments allowed reps to identify their own weaknesses and adjust in real time.

Team-wide, Total Comfort saw a 9% increase in their overall close rate since starting with Rilla. The platform held everybody accountable and kept salespeople honest in the home, ensuring the entire team was learning and growing in the same direction.

Beyond close rates, the increase in ticket prices was described as "immeasurable" by the team. Rilla's combination of AI coaching, virtual ride alongs, and performance tracking created a comprehensive improvement system that touched every aspect of the sales process.

"Partnering with Rilla was 100% the correct decision for our team. They have a great support system, so it's been a great relationship and a great partnership — very vital to a lot of our success," concluded the team. For any company looking to grow and increase their close rate, the recommendation was clear: join up with Rilla.