From 6-hour callbacks to 4-minute replies — without hiring
A two-crew HVAC company was losing after-hours jobs to whoever called back first. We automated intake, routing, and follow-up end to end.
- Scenario
- Example: local HVAC company
- Industry
- Home services · Sacramento, CA area
- Timeline
- 3 weeks from audit to live
41 hrs
admin hours saved per month
4 min
average first response (was 6 hrs)
+38%
quote-to-job conversion
$0
added headcount
The problem
Every inbound call, form, and Facebook message landed in a different inbox, and the owner rekeyed each one into the scheduling tool by hand.
After-hours leads sat untouched until the next morning, by which point roughly a third had already booked a competitor.
No one could say how many leads came in last month, let alone which channel produced paying work.
What we built
01
One intake pipe
Calls, web forms, and social messages now flow into a single queue with the caller's address, job type, and urgency already attached.
02
Instant qualified reply
An automated text goes out in under a minute with a booking link and an honest arrival window based on crew availability.
03
Dispatch + follow-up
Jobs route to the nearest available tech, and unconverted quotes get a three-touch follow-up sequence that stops the moment someone books.
Stack: Make · Twilio · ServiceTitan · Google Sheets
What changed
- The owner got roughly a full working week back each month and moved onto higher-value work.
- Weekend and evening leads now convert at nearly the same rate as weekday ones.
- Channel-level lead and revenue reporting is visible in one dashboard, updated hourly.
“We used to lose jobs simply because we called back second. Now the customer has a text before they've closed the tab.”