← Workbuilt

Customer Follow-Up Pilot Case Study

A local HVAC service business in the Upper Cumberland area was dealing with a customer follow-up process that depended heavily on staff remembering which inquiries still needed attention. Workbuilt documented the existing process, captured a baseline, tested a focused pilot, and compared the measured result with that baseline.

The problem

Customer follow-up depends heavily on office staff remembering which inquiries still need attention. During busy periods, responses can be delayed and some leads may require multiple manual checks before they are contacted.

Existing process

The existing workflow relied on manual follow-up and staff awareness of which inquiries still needed attention. During busy periods, that created opportunities for delayed responses, repeated manual checking, and inconsistent follow-up.

Baseline

Before the pilot, Workbuilt captured the operating baseline: Staff time: 16.7 hours per week; Errors or missed-follow-up exceptions: 10; Cycle time: 30 minutes. The desired outcome was: Create a consistent customer inquiry and follow-up process that captures every request, routes it to the appropriate staff member, tracks its status, and automatically reminds staff when follow-up is required. Customers should receive faster acknowledgment while employees maintain visibility into outstanding requests without repeatedly reviewing email, phone messages, or manual notes.

The pilot

Workbuilt tested the smallest practical improvement aimed at the verified follow-up bottleneck rather than beginning with a large software implementation. The same measures were retained so the change could be evaluated against the original baseline.

Measured results

The pilot outcome was recorded as SUCCESSFUL. Measured results: Staff time: 16.7 -> 7 hours per week (9.7 hours saved per week); Errors or missed-follow-up exceptions: 10 -> 3 (70% reduction); Cycle time: 30 -> 12 minutes (60% reduction).

Validation

The pilot results were validated against the agreed success criteria.

What we learned

The evidence supports Workbuilt's process-first approach: establish the current workflow and baseline, test a focused change, and judge the improvement using the same measures. This case study does not convert the result into projected ROI or make claims beyond the recorded pilot evidence.

Implementation recommendation

The validated pilot provided evidence for deciding what should happen next. The recorded implementation recommendation is: PROCEED TO IMPLEMENTATION.

Next step

Show Workbuilt one problem that is costing time, customers, or money.