The situation
RoofRight had a good reputation and a steady stream of enquiries from Google Ads, their website and a Facebook page. The problem was what happened next. The owner and both estimators spent their days on roofs, so calls went to voicemail and web forms sat in an inbox until the evening. Their own tracking put the average time to first contact at just under four hours.
They had bought GoHighLevel a year earlier on an agency's recommendation. It held a contact list and two half-built workflows. Nobody trusted the pipeline, so quotes were tracked in a spreadsheet and inspections in three separate phone calendars. Double bookings happened roughly once a fortnight.
Sarah Mitchell, the owner, put it plainly on the first call: "We're paying for the leads and paying for the software, and I still find out about jobs we lost when the customer tells us who they went with."
No reply of any kind to a missed call. Web and ad leads landing in an inbox with no notification. Quotes tracked outside the CRM and never followed up. Three calendars, no buffers, no reminders. Reviews requested only when someone remembered.
What we built
Same order as every engagement: the CRM set up right, then the automations that move the numbers, then everything around them. Each step was tested with real test leads before the client's customers saw it.