A multi-location HVAC and plumbing company
Lead intake, routing, and booking across branches
After-hours phone intake and two website forms connected to one CRM, with branch routing, appointment booking, and a queue for anything that needs a person.
The situation
The branches shared a phone queue. After hours, calls went to voicemail, and website inquiries landed in a separate inbox. Branch managers could not see which requests still needed a response, even though the company was paying to generate those leads.
What we built
- After-hours voice intake that captures the caller, the problem, and the address
- Two website forms connected to the same CRM as the phone intake
- Service-area and branch routing, so each request reaches the right manager
- Booking through the company’s existing scheduling system
- A handoff queue for anything that needs a person, with an owner on every item
- Lead and booking event logs, so the numbers can be checked
Scope and support
The pilot covered two branches, one phone system, one CRM, and one scheduling integration over six weeks, with routing and booking tests, a staff handoff, and thirty days of support.
Result
Every inquiry lands in one queue with a branch owner, and after-hours callers get booked instead of reaching voicemail.
“Our branches shared a phone queue, but after-hours calls went to voicemail and website inquiries sat in a separate inbox. The branch managers couldn’t see which requests still needed a response, even though we were paying to generate those leads. CodeAspen connected after-hours intake and web forms to our CRM, with branch assignment, appointment booking, and a queue for anything that needed a person.”