Project overview
Our client is a busy heating engineer covering south Manchester. Enquiries came in by web form, Facebook and missed calls, often while he was on a job.
He wanted every enquiry answered immediately, even at 9pm on a Sunday, without hiring office staff.
Enquiries arriving while he was working
Three problems were costing jobs:
Missed calls
Calls went unanswered during jobs, and many callers didn't leave a message.
Out-of-hours enquiries
Over a third of enquiries arrived in the evening or at weekends.
Slow manual replies
By the time he replied, customers had often booked someone else.
What success looked like
- Reply to every enquirywithin a minute, 24/7.
- Book visits automaticallyinto his calendar.
- Win more jobswithout extra admin.
Our approach, step by step
- 1
Map the process Week 1
Documented common questions, service areas, prices and how jobs are booked.
- 2
Build the AI responder Weeks 1–2
Trained an AI assistant on his services and rules, with missed-call text-back and web chat.
- 3
Booking and handover Weeks 2–3
Connected his calendar for visit bookings and set rules to hand urgent or complex jobs to him.
- 4
Monitor and improve Ongoing
Reviewed conversations weekly and improved answers.
Before and after: key metrics
Enquiry handling in the month before launch vs month three.
| Metric | Before | After | Change |
|---|---|---|---|
| Booked jobs per month | 58 | 82 | ▲ 41% |
| Average reply time | 3.5 hrs | 25 secs | ▼ fast |
| Missed calls with no follow-up | 27 | 0 | ▼ 27 |
| Out-of-hours enquiries booked | 9 | 24 | ▲ 2.7x |
The results
Booked jobs rose once every enquiry received an instant reply and booking link.
“Customers get a reply straight away even when I'm under a boiler. I'm booking jobs I used to lose.”