A roofing contractor near Dallas–Fort Worth, with four crews and about $1.8M in revenue, was missing a third of its calls. More than 400 homeowners who had asked for an estimate had never become jobs.
01The problem
Over 45 days the company missed 67 of 210 calls, or 32%. Voicemails waited 4.2 hours on average for a callback, and almost every after-hours call went to voicemail, which hurts most in storm season.
Meanwhile, more than 400 estimate requests from the previous 18 months had gone cold.
02What was built
Two phone agents in nine business days on the company’s existing number, connected to its CRM and calendar.
The inbound agent answers every call. The outbound agent calls old leads to check in, using a script the client’s lawyer reviewed.
03How it works
- 01Answer every call
The agent picks up day and night on the company’s own number, with an option to press 0 for a person.
- 02Qualify the caller
It asks about the property, the problem, any insurance claim and the timeline, and saves the answers to the CRM.
- 03Book or escalate
It books estimates straight into the calendar, and texts the owner and on-call crew when water is coming in.
- 04Win back old leads
A second agent called 312 past enquiries, 40–50 a day, to see whether they still needed the work.
04What changed
Within 60 days, missed calls fell from 32% to under 2%, and the inbound agent booked 35 estimates in its second month. The office manager’s time on first calls dropped from 3–4 hours a day to about 45 minutes.
The outbound agent reached 187 of the 312 old leads. 22 booked an estimate and 8 became jobs, averaging $5,400 each: $43,200 in total.
“We’ve closed enough jobs from the outbound campaign alone to cover a year of the subscription.”
The company’s owner (unnamed)
What this could look like for your clients
Many of your clients are trades and local service firms that lose work every time the phone rings out. A similar agent could answer every call, book the visit and work through old enquiries, so no lead goes cold.