A Spaid engineer maps every handoff stage from first call to post-service follow-up, quantifies where revenue falls through, and automates the triggers that prevent it from happening again.
Every broken handoff has a dollar value. The CSR who doesn’t book the call. The dispatcher who doesn’t communicate ETA. The tech who closes the job but doesn’t trigger follow-up. The office that never circles back on the unsold estimate. Each one is measurable, trackable, and fixable.
Inbound call answered, but CSR doesn’t complete the booking. Could be an objection they didn’t handle, a question they couldn’t answer, or a hesitation they didn’t address. Without call scoring, you know the booking was missed — not why or how often.
15–25 pt booking rate variance CSR to CSRTech submits the quote. Job marked “estimate sent” in FSM. No follow-up is triggered. No one in the back office knows to call. 35–50% of unsold estimates never get a follow-up contact.
35–50% of unsold estimates get no follow-upJob completes. Tech marks it done. Customer hears nothing — no confirmation, no follow-up, no membership offer, no next service reminder. The next call they make is to a competitor.
$150K–$350K/year in lost follow-up revenueMost operators know their handoffs are broken. The fix isn’t training people to remember — it’s building triggers that fire automatically from FSM job status changes.
Requires someone to remember to check the job status and make the call. Fails at volume, inconsistent across shifts.
Separate from the FSM. Requires manual data entry to trigger. Adoption fragile. Doesn’t connect to field completion status.
Improves individual behavior temporarily. Doesn’t address the structural gap — follow-up requires a trigger, not just a reminder.
Reviews what fell through last week. Doesn’t prevent it from happening this week. No automation layer.
Scores calls for booking completion, objection handling, and follow-up triggers — identifies where each stage breaks down with rep-level specificity.
Estimate sent → follow-up sequence starts. Job complete → post-service message fires. Membership offered but not closed → re-engagement queued. No manual handoff.
Scores each rep against how your best CSR handles the same call — surfaces where the booking is dropped, what’s missing, how to close the gap.
Booking rate, follow-up rate, post-service communication rate — flagged when any stage drops below baseline, across all handoff stages.
Four tools mapping every handoff stage from first call to post-service follow-up.
Transcribes and scores every inbound and outbound call against a set of handoff criteria — booking attempt made, objection handled, follow-up triggered, ETA communicated. Surfaces failure patterns by rep, by time of day, by call type. First 30 days is diagnostic — you see the full picture before anything changes.
Connects to your FSM job status via API. When a job moves to “estimate sent,” “job complete,” or “membership offered,” the appropriate follow-up sequence fires automatically. No manual step, no new tool, no new login for your CSRs or dispatchers.
Scores each CSR’s calls against top-performer patterns — not generic scripts, your best rep’s actual decision logic. Surfaces coaching cues at the individual rep level: this rep drops 18% of bookings when the customer asks about price, this rep doesn’t offer membership on 60% of eligible calls.
Tracks booking rate, follow-up completion rate, post-service communication rate, and ETA communication consistency — daily, by rep, by shift, by branch. Flags when any stage drifts below baseline before it becomes a systemic problem.
Our Full-Operation Audit (Days 1–30) maps every revenue leak — field and back of house. If we don't identify at least $200,000 in recoverable annual revenue, we refund Phase 1 in full. You keep all audit deliverables.
After kickoff, we ask for about 30 minutes a week of your ops leader's time.
We'll start with a recent export or sample call data from your FSM and call system, show you the biggest leaks, and scope the engagement. Full access happens only if you proceed to the audit.