The brief
Marek Kowalski runs two trucks, answers his own phone, and has been fixing Buffalo’s pipes since his grandfather started the firm in 1961. The problem wasn’t reputation — it was speed. A request would come in, sit until he climbed out from under a sink hours later, and by then the venture-backed “home services” apps had already called the customer back three times.
The map
Every lost job traced to the same gap: the minutes between a request landing and Marek seeing it. We couldn’t put him in two places at once, so we automated the reflexes — the instant reply, the nudge to quote, the ask for a review — and left the wrench work to him.
The build
A three-field request (what’s wrong, where, how to reach you) now texts the details straight to Marek’s phone the second it lands, and fires an automatic “we’ve got it, Marek will call within the hour” back to the customer so nobody’s left wondering. If a quote sits unsent too long, the system nudges him. After a job’s done, it waits a day, then asks the happy customer for the review they always meant to leave.
The result
Callbacks went from “whenever he surfaced” to instant, booked jobs climbed, and Marek didn’t add a minute of admin to his day — the automations do the chasing he never had time for. His review count tripled. The Hotmail address is retired with full honours.