Dispatch and Quoting Automation for a UK Trade Services Network

Business Context

The business operated across domestic repair, maintenance contracts, and installation projects. Lead intake came through phone, web forms, and social channels, but response and follow-up quality varied by office workload.

Core Challenges

1. Slow first response on high-intent enquiries.
2. Quote turnaround delays due to manual handoffs.
3. Weak follow-up on unbooked estimates.

Delivery Approach

We introduced a practical automation stack:

1. AI enquiry categorisation by urgency, trade type, and location.
2. Quote drafting workflow using job notes, rate cards, and travel constraints.
3. Automated booking confirmations, reminder sequences, and quote follow-up prompts.

Implementation Timeline

• Weeks 1-2: Process baseline, lead taxonomy, KPI setup.
• Weeks 3-5: CRM and calendar integration, triage logic, quote templates.
• Weeks 6-7: Live pilot with two service regions.
• Weeks 8-9: Full rollout and team adoption support.

Operational Outcomes

Front-office teams moved from reactive inbox handling to structured queue management. Field teams received cleaner job context, improving scheduling quality and reducing avoidable revisit rates.

Next-Phase Roadmap

Phase two includes maintenance-plan recommendations, review automation, and proactive seasonal campaign triggers.