Case Studies

📋 The Workflow Implemented

• ✓ Missed Call Rescue: instant SMS sent when calls go unanswered
• ✓ Photo intake form so customers can show the problem upfront
• ✓ Job qualification questions (urgency, type of work, location)
• ✓ Automated notification with all details to review between jobs
• ✓ Follow-up sequence if customer doesn't respond immediately

📊 The Measurement Baseline

Before implementing the system, we tracked one week of missed calls: 18 calls went to voicemail, 12 left a message, only 4 answered callbacks. The rest found another plumber. At an average job value of £180, that was roughly £2,500/month walking out the door.

🔄 What Changed Operationally

• 📱 No more voicemail checking during lunch breaks — enquiries come through organised with photos
• ⏱️ Can quote many jobs before even calling back, saving site visit time
• 💬 Customers stay engaged while waiting — no more "I found someone else"
• 📈 Closing rate improved because leads are warmer and pre-qualified

📋 The Workflow Implemented

• ✓ Automated booking confirmation sent immediately after scheduling
• ✓ 48-hour reminder with one-tap confirm or reschedule option
• ✓ Day-of SMS reminder 2 hours before appointment
• ✓ Cancellation triggers automatic waitlist outreach to fill the slot
• ✓ Post-appointment follow-up with rebooking prompt for next check-up

📊 The Measurement Baseline

The practice was seeing an 18% no-show rate across all appointments. With an average appointment value of £85, and approximately 200 appointments per month, no-shows were costing roughly £3,000/month in lost revenue — not counting the wasted chair time and staff scheduling.

🔄 What Changed Operationally

• 📞 Reception no longer spends hours on confirmation calls — automation handles it
• 📅 Cancellations get filled faster with automatic waitlist outreach
• 🔁 Rebooking rate improved with post-appointment follow-up
• 😊 Patients appreciate the convenient text reminders over phone calls