Unified Communications and Dispatch for a Home-Services Company

Inbound work arrived across many channels at once: phone calls, text messages, web forms, third-party lead sources, and email. The team lost time hunting across platforms to find and route each request.

In a home-services business, that lost time converts directly into lost revenue. A delayed response is usually a job that went to whoever answered first.

We designed a system that captures every inbound request into a single source of truth and routes it into the team's existing dispatch channel, so the work arrives where the team already is rather than in another place to check.

Response-time accountability is enforced through automatic escalation, so nothing sits unanswered simply because everyone assumed someone else had it. An administrative dashboard provides response-time analytics across the operation.

This engagement is in design and has not yet been deployed, so there are no delivery results to report.

The design targets the specific failure the business was losing revenue to: fragmented inbound channels with no single owner and no accountability clock. Consolidating them into one pipeline with enforced escalation is intended to eliminate missed and delayed responses.