The Challenge
A home services marketplace was handling inbound leads by phone and email — a coordinator reviewed each enquiry, matched it to available providers, sent quotes manually, and followed up by phone. The process worked at low volume but was breaking under growth. Lead response times were averaging 4 hours, and conversion was declining as competitors responded faster.
The supply side was equally opaque. The business had 200+ providers on its books but no systematic view of quality, availability, or performance. Provider allocation was based on who the coordinator knew, not who performed best.
The Approach
- 01
Built a WhatsApp lead capture flow using a conversational AI agent — capturing service type, location, budget, and timeline automatically and routing to the correct provider pool
- 02
Automated the quote generation and provider notification process — reducing response time from 4 hours to under 8 minutes
- 03
Built a provider performance scoring system in Power BI — tracking completion rate, customer rating, response time, and repeat booking rate
- 04
Implemented automated provider tiering — high-scoring providers receive priority allocation, driving quality up over time
- 05
Created a customer journey dashboard tracking lead source, response time, conversion, and job value for each service category
“We went from chasing leads to the platform qualifying them for us. The business model only works at scale — and now it scales.”