Home Services
Workflow Automation
10 weeks
Scheduling Automation Saves 20 Hours Weekly
Home Services Company
Executive Summary
A rapidly growing home services company was spending 20+ hours per week manually scheduling appointments and sending customer updates. We automated their scheduling and communication workflows.
Results
20 hours/week
Admin Time Saved
Operations team freed up for growth activities
+25 points
Customer Satisfaction
NPS improved from 42 to 67
3x increase
Same-Day Bookings
Real-time availability increased utilization
60% reduction
No-Show Rate
Automated reminders reduced missed appointments
Admin Time Saved
Before
Before
Manual
After
20 hours/week
Operations team freed up for growth activities
See full results in this case study
The Problem
As the company grew from 5 to 15 technicians, manual scheduling became unsustainable. The operations team spent entire days playing Tetris with calendars, sending confirmation texts, and handling reschedules. Customer satisfaction suffered due to delayed communication.
Project Constraints
- Existing Salesforce CRM contains all customer data—cannot migrate
- Google Calendar used by all techs—must remain primary scheduling tool
- Operations team initially skeptical about automation replacing human judgment
- 10-week timeline to launch before summer busy season
- Budget: $35,000 including Twilio messaging costs for first 3 months
The Approach
We conducted a 1-week discovery phase where we mapped every step of their scheduling process and identified 3 key bottlenecks: finding available techs, optimal routing, and manual customer communications. We proposed a phased rollout starting with scheduling automation only, then adding customer notifications after the team built confidence. We ran the automated scheduler in 'suggestion mode' for 2 weeks before giving it full control, letting the operations team verify it made sensible decisions.
The Solution
We built an automated scheduling system that pulled availability from tech calendars, optimized routes, and automatically sent appointment confirmations, reminders, and updates via SMS. Customers received real-time tech en-route notifications. The system integrated with their existing CRM and accounting software.
Technical Architecture
Next.js application with PostgreSQL for storing scheduling rules, availability patterns, and customer preferences. Real-time sync with Google Calendar via Calendar API (webhooks for tech availability changes). Salesforce API integration for customer data, service history, and invoicing. Twilio Programmable Messaging for SMS notifications with delivery tracking. Custom routing algorithm that optimizes daily schedules based on geography, service duration estimates, and tech skill sets. Redis cache for fast availability lookups during customer booking.
Stack & Integrations
Next.js
PostgreSQL
Twilio
Google Calendar API
Salesforce API
Timeline
10 weeks
Implementation Highlights
- 5 core constraints addressed without scope creep
- 5+ technologies integrated
- Delivered in 10 weeks
- Primary performance outcome: 20 hours/week
Before vs After
From Manual to Automated
Manual Process
- 1Customer calls to request service
- 2Admin manually checks tech calendars for availability
- 3Admin calculates drive times between jobs using Google Maps
- 4Admin calls or texts customer with available time slots
- 5Customer confirms or requests different time
- 6Admin updates calendar and sends confirmation email
- 7Day-of: Admin manually sends 'tech is on the way' texts
- 8Process repeated for reschedules and cancellations
Automated System
- 1Customer books via online form or phone
- 2System instantly shows available slots optimized by location
- 3Customer selects time and receives immediate confirmation SMS
- 4Automated reminders sent 24 hours and 2 hours before appointment
- 5Tech receives auto-routed daily schedule in the morning
- 6Customer gets 'tech en route' notification automatically
- 7Rescheduling handled by customer via link with instant confirmation
TransformationTime Saved · Errors Eliminated · Control Gained
Screenshots
Customer Booking Interface
Self-service booking interface that reduced phone call volume by 40%
Daily Tech Schedule View
Geographically optimized schedules with estimated drive times and customer notes
Operations Dashboard
Gives operations team full visibility without manual calendar checking
"
We were drowning in scheduling logistics. This automation gave us our time back and made our customers happier. It paid for itself in 6 weeks.
David Martinez
Owner & CEO
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