AI receptionist
Picks up every call — including the ones that come in while engineers are on jobs, after hours, on a Saturday afternoon. Holds a real conversation, qualifies the job, books it.
Case study · Plumbing & heating
Empire Home Solutions: how we replaced their office.
Plumbing & heating business. Two vans. West London (UB, HA, SL, TW5). Owner-run.
Who they are
A two-van plumbing business covering West London.
Boilers, gas safety, leaks, bathroom installs. Gas Safe registered. Spending on Google Ads. Doing fine on the work itself — and getting completely buried by the office.
The problem
The owner was the office. And the office was eating the business.
- The owner was answering every call himself — including evenings and Saturdays.
- Quotes went out and then went silent. No one chased them.
- Nobody knew which Google Ads campaign was actually producing booked jobs.
- Out-of-hours enquiries went to voicemail. Most never called back.
What we built
Five things, configured around how the business actually runs.
Real-diary booking
Bookings go straight into the engineer’s actual diary, not a parallel system. The AI checks who’s free, who’s near, and who’s certified before confirming.
Lead-source tracking
Every call, web form, and chat is tagged back to the marketing that brought it. The dashboard shows which campaigns produce booked jobs — not just clicks.
Automatic quote follow-up
Quotes don’t go silent any more. The system nudges the customer, answers questions, and keeps the job alive until it’s won or ruled out.
Review chase
Every completed job triggers a Google review request at the right moment. The rating climbs without anyone in the office lifting a finger.
What changed
The office runs without the owner picking up.
Calls are answered the moment they come in — Saturday afternoon, 9pm boiler leak, while both engineers are on jobs. Bookings drop straight into the diary. Quotes don't go silent any more.
The dashboard tells the owner which marketing is actually producing booked jobs, not just clicks. The team know where their next leads come from. Reviews keep climbing without anyone chasing them.
We're still measuring the longer-term impact at 30 / 60 / 90 days — when those numbers land, this page gets updated honestly.
Their words
I haven't picked up the office phone in three weeks. Best three weeks of the year.
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