Multi-crew home services operator (anonymised)
A regional home services company
The problem
The business was spending heavily on ads and still losing paid enquiries. Calls and web forms arrived while crews were on jobs, replies often waited until evening, and nobody owned follow-up after a quote went out. Owners knew leads were going cold, but they could not see where in the day things broke.
What changed
We put a clear path around every new enquiry: instant acknowledgement, a short qualification sequence, ownership for the right person, and timed follow-ups when a quote had no reply. Missed calls triggered a recovery message, and the team got a simple daily view of what still needed a next step.
Outcomes
First reply on new enquiries
Usually within a few minutes during working hours
Previously often hours later when crews were free
Missed-call recovery
Automatic text after unanswered calls
Stopped silence being the default when phones were busy
Quote follow-up
Fixed sequence instead of memory
Open quotes no longer sat untouched until someone remembered
Team clarity
Every open enquiry had a named next step
Reduced ‘I thought you had that one’ handoffs
Worked with: Existing phone numbers and website forms; SMS and email follow-up sequences; Enquiry ownership and reminders; Simple response and follow-up reporting. Period: First 90 days after go-live.
- • Published anonymously at the client's request – company name withheld.
- • Outcomes described in plain language from the operating period above; not a guarantee of identical results for every business.