The operation
Twelve trucks, two dispatchers, one office line. A second-generation HVAC contractor running residential service and replacements, with scheduling in a shared calendar and quotes in a spreadsheet. Busy season is June through September, when call volume roughly triples and every tech is on a roof by six.
Where it leaked
After five, calls went to voicemail. In July, a homeowner with no AC does not leave a voicemail. They call the next contractor on Google. The office guessed they were losing ten to fifteen calls a week and had no way to count them.
Quotes leaked the same way. A tech would quote a replacement on-site, the homeowner would say they'd think about it, and the spreadsheet never asked again. The review count didn't move either, because nobody asks for a review at seven in the evening after a fourteen-hour day.
What we implemented
- 01 Missed-call text-back
Missed-call text-back
Any call that rings out gets a text within three minutes: sorry we missed you, what's going on, and a link to book. Messages that mention no cooling, a leak, or burning get flagged urgent and page the on-call tech instead of waiting for morning.
- 02 Quote follow-up
Quote follow-up
A quote quiet for three days gets a nudge written in the owner's voice. A second goes out a week later. The moment the customer replies, the thread lands back with a human.
- 03 Reviews, handled
Reviews, handled
A review request goes out after every closed job. New reviews get a drafted reply for the office to approve.
- 04 A website with booking
A website with booking
Built on their own domain in six days. One clear action: book service.
- 05 Everything visible
Everything visible
Every text, nudge, and request shows up live at app.viora.co. The office can pause any piece in one click.
How it runs now
A Tuesday in July: the office misses nine calls while both dispatchers work a warranty escalation. All nine get texted inside three minutes. Five book themselves, two get flagged urgent and paged out, one asks for a quote, one was a wrong number. Nobody at the shop touched any of it. The owner reads the count in a morning digest.
The numbers
3 min
First response to a missed call
Was the next morning, when someone checked voicemail.
41
Jobs booked from missed calls in the first 90 days
Counted, not guessed. Each one starts as a text-back.
4.8
Public rating, up from 4.3
Requests go out after every closed job.
0
Quotes that go quiet without a follow-up
Every open quote gets nudged on day three and day ten.
“I used to return calls at nine at night from the driveway. Now the phone answers itself before I'm off the roof, and the calendar is full when I look.”
A representative engagement. Client identifying details are withheld.