Trades & Home Services
Home Services Suite
Answer every call, fill every slot, and turn one-off jobs into recurring revenue.
A full operating layer for residential trade businesses: HVAC, plumbing, electrical, and landscaping. It compresses response time so no inbound call or web enquiry is ever missed, optimises the daily dispatch board, keeps quotes alive until a customer says yes, and converts single-job customers into maintenance-plan members. The suite also runs seasonal campaigns automatically and surfaces financing options at the point of high-ticket quotes, two reliable levers for lifting average job value without adding headcount.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
Missed calls and web forms that go unanswered for hours, handing the job straight to a competitor
Inefficient dispatch routing that adds unnecessary drive time and leaves afternoon slots unfilled
Quotes sent once and never followed up, decaying silently while the customer shops around
Maintenance-plan customers who lapse or go dormant because no one chased a renewal
Seasonal surges (tune-ups, irrigation start-up, pre-winter checks) not campaigned for, leaving easy revenue on the table
High-ticket repairs lost because financing was never offered at the point of acceptance
On-the-way and job-complete communications missed, damaging trust and generating avoidable call-backs
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Speed-to-Lead Booker
Responds to every inbound call, missed call, web form, and ad lead within seconds, qualifies the job type and urgency, and books a confirmed appointment.
The audit must validate the evidence, permissions, review boundary, and stop condition before this role enters a pilot scope.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
Lead Capture & Booking
Catch every inbound enquiry (call, web, or ad) and convert it to a confirmed appointment before a competitor can answer.
Designed role descriptions ↓Close ↑
Speed-to-Lead Booker
Responds to every inbound call, missed call, web form, and ad lead within seconds, qualifies the job type and urgency, and books a confirmed appointment.
On-My-Way Comms
Sends automatic on-the-way alerts and job-complete summaries to customers, cutting call-backs and building trust.
Dispatch & Scheduling
Build the optimal daily dispatch board, fill gaps in real time, and keep technicians moving efficiently.
Designed role descriptions ↓Close ↑
Dispatch Optimiser
Builds and continuously rebalances the daily dispatch board to minimise drive time, maximise billable slots, and match technician skills to job requirements.
Quoting & Revenue Growth
Keep every quote alive, present financing at the right moment, and close more high-ticket jobs.
Designed role descriptions ↓Close ↑
Quote Follow-Up
Automatically follows up every open quote on a timed sequence until the customer accepts, declines, or requests a revision.
Financing Offer Presenter
Detects high-ticket quotes and automatically presents a branded financing option to reduce sticker shock and lift acceptance rates.
Membership & Recurring Revenue
Convert one-off customers into maintenance-plan members and prevent any member from lapsing quietly.
Designed role descriptions ↓Close ↑
Maintenance-Plan Recall
Identifies active maintenance-plan members who are due a service visit and books the appointment before the plan year expires.
Lapsed-Customer Reactivation
A proposed role to scope and validate before any pilot use.
Seasonal & Campaign Revenue
Run timely seasonal campaigns that fill the schedule weeks before peak demand arrives.
Designed role descriptions ↓Close ↑
Seasonal Campaign Runner
Plans and executes timely seasonal campaigns (AC tune-ups, boiler checks, irrigation start/shutdown, gutter cleans) to fill the schedule weeks ahead of peak demand.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Missed-call recovery rate
A candidate metric; its source and baseline are not yet defined.
Lead-to-booked rate
Inbound enquiries converted to confirmed appointments; the clearest signal of front-end effectiveness.
Technician billable utilisation
Percentage of available technician hours on paying jobs; lifted by smarter dispatch and same-day slot filling.
Quote acceptance rate
Proportion of sent quotes that convert to a booked job; driven by timely follow-up and financing options.
Maintenance-plan visit completion
Percentage of active plan members who receive their scheduled service visit within the plan year.
Revenue per lapsed-customer campaign
Total booked revenue attributable to win-back and seasonal campaigns, the compounding return on the existing customer base.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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