Home Services · 2026-01-20
Supported a service business with inconsistent inquiry quality and slow follow-up. The contact path collected too little context, routing was manual, and qualified requests waited behind low-signal submissions.
Client type
Multi-location service business
Timeframe
10-day intake and routing overhaul
Problem
Inbound requests were not being triaged through a shared standard, so qualified buyers waited too long and staff had no reliable way to separate urgency from noise.
Service scope
Lead intake redesign; qualification and routing standards
Documented metric
Qualified response target: < 1 day
Verification: intake outcomes were checked against the routing criteria and handoff states so the team could see which requests needed immediate action and which needed review.
Submission outcomes were reviewed against the routing matrix before release.
Admin state handling was checked so qualified requests could be surfaced ahead of ambiguous submissions.
The team received the routing matrix and notes needed to keep the intake path consistent after launch.
Client name omitted; details anonymized to protect confidentiality.