Work
What we've built — and what changed.
These are real scenarios from client engagements. Names are anonymised, outcomes are honest. No fabricated numbers — where we don't have a confirmed metric, we say so.
Missed calls converted to booked appointments — without a receptionist
HVAC company, ~15 field technicians, heavy inbound volume in peak season
During summer peak season, the office team couldn't keep up with inbound call volume. Calls went to voicemail, follow-up was inconsistent, and estimates suggested a meaningful share of missed calls were walking away to competitors before anyone called back.
Referral leads qualified and routed before staff involvement
Medical aesthetics practice, mid-size, referral-heavy intake model
The practice received referrals from multiple sources — doctor partners, existing clients, online — but intake was handled manually by the front desk team. Leads often sat uncontacted for 24–48 hours, and the qualification call took 10–15 minutes of staff time per lead regardless of fit.
After-hours calls captured and intake started before morning
Personal injury law firm, regional, significant after-hours inbound volume
Prospective clients often call during evenings and weekends — frequently in distress and looking for immediate reassurance. The firm had no after-hours coverage. Calls went to a generic voicemail, follow-up happened the next business day, and an unknown proportion of callers had already retained another firm by then.
Personalised outbound at volume — without a research team
B2B SaaS company, 30-person team, no dedicated SDR function
The sales team was responsible for their own prospecting. In practice, this meant sporadic outreach with limited personalisation — they didn't have time to research properly and still hit meetings. The pipeline was thin and inconsistent.
Inbound reply triage that routes the right leads at the right moment
Staffing agency, 50-person team, running ongoing outbound to client companies
The team was sending outreach at scale but managing replies manually. A large share of replies — out-of-office messages, "not the right person" redirects, timing-based deferrals — were consuming as much time as genuinely interested responses, making it hard for the team to prioritise.
Reactivating dormant accounts with context-aware outreach
Software reseller, mid-market focus, significant base of lapsed client accounts
The company had a substantial CRM of accounts that had bought once but not renewed or expanded. The accounts weren't cold — they had an existing relationship — but no one had the capacity to work through the list systematically with personalised outreach.
Support inbox handled in the team's voice — drafts ready before staff arrive
E-commerce brand, 8-person operations team, high support volume relative to team size
The support team spent a significant portion of every morning working through an overnight inbox backlog — mostly order status questions, return requests, and shipping queries that required checking two or three internal systems and writing a consistent response. The work was necessary but not where the team added value.
Website chat that answers from the actual documentation — not generic AI
SaaS company, product-led growth, high volume of pre-sales and onboarding questions via website chat
The chat widget on the website was either ignored (no one available) or handled by a sales or support rep who was frequently pulled away from other work. Pre-sales questions were being lost, and onboarding questions were creating unnecessary support load when the answers existed in their documentation.
Tier-1 queries resolved automatically — complex cases escalated with context
Managed services provider, B2B, structured support tiers with SLA requirements
Tier-1 support was a bottleneck. A large share of inbound tickets — password resets, connectivity checks, standard configurations — were going through the same queue and triage process as genuinely complex issues. SLA timers started running from first ticket receipt regardless of complexity, which put pressure on the team for tickets that shouldn't require their time at all.
Returning customers receive recommendations based on what they've actually bought
Specialty home goods retailer, online-first, strong repeat customer base
Repeat customers were receiving the same email campaigns as first-time buyers — same promotions, same product spotlights, same generic copy. The marketing team knew this was wrong but lacked the setup to run truly individual recommendations at any real scale.
Renewals reached proactively — with context from the prior year's service
Insurance agency, mid-size, large book of personal and commercial lines
Renewal season required a significant portion of the account management team's time — contacting every client ahead of renewal to review coverage, flag changes, and retain the relationship. The volume was high enough that some clients were getting a generic renewal notice email rather than a personal conversation, which was increasing non-renewal rates at the margins.
Lapsed customers re-engaged with outreach that acknowledges the gap
Subscription wellness service, direct-to-consumer, ongoing churn management challenge
The company had a substantial base of churned subscribers — people who had cancelled or let their subscription lapse but hadn't explicitly said they'd never return. Standard win-back campaigns were generic discount emails that converted poorly and trained customers to wait for the discount.
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