Case Study: Munch's Supply Co. achieves 33% fewer abandoned calls and 30% cost savings with GoTo

Munch’s Supply Co. - Customer Case Study

Munch’s Supply Co., a leading wholesale HVAC distributor and Marcone company, faced fragmented communications after acquiring TML and Marks Supply. Although some locations already used GoTo, the legacy provider required running multiple programs, caused downtime, poor technical support, limited reporting, and prevented redistributing high call volumes—prompting the team to evaluate alternatives, including GoTo Connect.

GoTo deployed its unified GoTo Connect platform to consolidate vendors, simplify setup, and give managers real-time visibility into peak volume, staff availability, and hold times while enabling seamless call redistribution across branches. The GoTo solution reduced abandoned calls by 33%, cut communications costs by roughly 30%, improved reporting and staffing decisions, and delivered uninterrupted inbound service during rollout.

Munch’s Supply Co.

Matt Page

Regional Operations Manager