About this case study: it is based on a business typical of the ones we work with, not a named client, and every number comes from the assumptions at the end of the page. Swap in your own and the sums still work.
The problem
During peak season about 25 calls a week go unanswered. A homeowner with a broken AC in July does not leave a voicemail; they call the next number.
The office sends quotes but rarely follows up, texts "on my way" by hand, and asks for reviews only when someone remembers.
What we build
- 1
Missed-call text back
Any missed call gets a text within a minute with a link to book or a short form for the issue, address and system age.
- 2
Jobs straight into the field app
Booked jobs go into the field service software with the customer's details, ready for dispatch.
- 3
On-my-way and follow-ups
Customers get a text when the technician is on the way. Open quotes get follow-ups on day 2 and 5.
- 4
Reviews after payment
Once a job is paid, the customer gets a review request.
Before and after
| Step | Before | After |
|---|---|---|
| Missed calls | Lost | Texted back in a minute |
| Quote follow-ups | Rarely | Automatic on day 2 and 5 |
| On-my-way texts | By hand | Automatic |
Where a person stays in control
Pricing and diagnosis stay with the technicians. Emergencies (no cooling for elderly residents, gas smell) skip the queue and go straight to the on-call phone.
Running cost
Roughly $150–300 a month for texting, hosting and integrations.
Tools
- ServiceTitan, Housecall Pro or Jobber
- Twilio SMS
- Google Business Profile
- n8n
How the numbers work
- Quote follow-ups: 15 a day at 5 minutes = 1.25 hours; on-my-way calls: 30 a day at 2 minutes = 1 hour; review requests: 0.5 hours. About 2.75 hours a day × 22 days ≈ 60 hours.
- Office time costed at $28 an hour: 60 × $28 = $1,680.
- If 1 in 4 of 25 weekly missed calls books, that is about 6 extra jobs a week. Track your own booking rate.
Estimates, not promises. Use the savings calculator with your own hours and costs.
Want this for your business?
A free 30-minute call is enough to tell whether it fits, what it would take and what it would cost.