From missing 40% of after-hours calls to booking 22 more jobs per month
Summit was paying for leads but missing most calls after 5pm. We built an automated text-back and scheduling system that captures every lead around the clock.
The Challenge
Summit HVAC had spent years building a steady pipeline of inbound calls from Google Ads, Yelp, and neighborhood referrals. But most of their incoming leads came between 5pm and 9pm, exactly when the office was closed. Calls went to voicemail, 4 out of 10 never left a message, and the ones who did were often already booking with a competitor by morning.
Summit tried hiring an answering service, but the scripts felt generic and homeowners could tell they weren't speaking to someone from the company. Worse, messages were delayed and critical details like unit model and address were being missed.
By the time the office opened the next day, a backlog of 15 to 20 missed calls awaited, and the techs were already dispatched. The owner knew roughly 40% of after-hours calls were slipping through the cracks, but didn't have the bandwidth to solve it.
The Solution
We deployed a three-layer lead capture system that kicks in the moment a call goes unanswered:
- An AI voice agent answers missed calls, greets the caller in Summit's voice, and gathers the service type, address, and urgency, all in under 60 seconds.
- Immediately after the call, the caller receives a text with a direct booking link tied to Summit's calendar, pre-filled with the details they already gave.
- If the lead doesn't book within 30 minutes, a warm follow-up SMS nudges them with a time slot suggestion. If still no response by morning, the office manager sees the full transcript and priority score in a daily digest.
What happened next
Within the first month, Summit booked 22 additional jobs that would have otherwise been lost. The owner estimates roughly $47,000 in annual revenue was recovered from leads that previously went to voicemail.
Just as importantly, the office manager stopped starting every morning buried in missed calls. The system handled triage automatically, so the crew could focus on the day's scheduled work.
The Impact
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