Case study · customer-approved summary
$52K in AI-attributed bookings in the first 60 days
Metro Plumbing — an 8-tech shop in the Southeast — deployed missed-call text-back and overflow voice so emergency leak calls did not wait until morning.
The challenge
Burst pipes and water-heater failures do not respect business hours. One coordinator handled day shift; after 6 p.m. and on weekends, calls went to voicemail. Competitors with 24/7 answering won the emergency ticket while Metro played phone tag the next day.
What we deployed
- Mapped emergency vs routine calls and service-area zip rules in discovery.
- Connected Housecall Pro for customers, jobs, and AI-sourced tags.
- Launched missed-call SMS on busy/no-answer first — link to book or reply with address.
- Added overflow voice for nights and weekends with price-book-grounded triage.
- Weekly review with the owner on transcripts and coordinator escalations only.
Stack
- Housecall Pro — customers, jobs, and scheduling
- Missed-call SMS — busy signal and no-answer
- AI voice receptionist — after-hours and overflow
- RetrievIQ — price book and dispatch SOP citations
Results at 90 days
$52K
booked job value · AI-tagged · first 60 days
100 jobs tagged AI-sourced; avg ticket $520.
44%
fewer weekend calls to voicemail
vs. prior 60-day window; includes holiday weekend spike.
8 wks
signed SOW to production
SMS first, then voice; chat deferred to phase two.
- Emergency bookings after hours rose without hiring a night dispatcher — the owner called it “covering the phone when the trucks are still out.”
- Coordinators stopped re-asking for address and issue type on callbacks — AI threads arrived with structured intake.
- Finance added an AI-sourced line item to monthly Jobber reviews alongside existing marketing channels.
Rollout timeline
Week 1–2
Discovery + Housecall Pro map
Documented leak vs clog scripts, after-hours fees, and booking windows. Baseline: 31% of weekend inbound hit voicemail.
Week 3–5
SMS + voice live
Text-back on busy during day; voice on nights/weekends. 100% of completed threads wrote structured fields to Housecall Pro.
Week 6–8
ROI baseline signed
Owner accepted AI-tagged jobs in CRM reporting; avg ticket $520 on attributed emergency and water-heater work.
“We were losing the panicked homeowner call to whoever picked up first. Now the text-back hits in seconds and the night voice actually quotes our after-hours fee.”
Customer approved this summary for public marketing. Your outcomes depend on call volume, ticket mix, coordinator follow-through, and integration depth.
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