Industries / Home & local services
For home and local service businesses
Turn every new enquiry into a process, not an inbox notification.
A customer raises their hand. Then someone has to see it, understand it, reply, collect details, book a visit, send a quote, follow up and remember it. Dekundy Group builds the lead response, qualification, routing, quote follow-up and intake systems that do the remembering, with your team approving what goes out.
Not sure which of these applies to you? The CA$49 audit works that out first, and says so plainly when the answer is that nothing needs building. See the system
- HVAC
- Roofing
- Plumbing
- Electrical
- Landscaping
- Cleaning
- Restoration
- Contractors
- Commercial trades
- AI lead agent
- Lead routing
- Quote follow-up
- Customer intake
- Scheduling handoff
- Operations dashboard
- Automation
Recognisable problems
Where the week actually goes.
Enquiries arrive in five places
Website form, phone, text, a directory listing and a Facebook message. Each one is seen by whoever happens to look, and none of them come with the job details you need.
The first reply depends on the van
The person who should answer is on a roof or under a sink. By the time the enquiry is read, the customer has called two other companies.
Quotes go out and go quiet
The estimate is sent, then nothing. Nobody owns the follow-up, so the quote is chased late or not at all.
The office cannot see the jobs
Job status is on the whiteboard, in the truck and in someone's head. Every question means a phone call.
Featured system
Service lead command center
Every enquiry from every channel lands in one intake. The agent summarises the job, checks service type and service area, sets priority, assigns an owner and drafts the first reply. Automation books the visit or creates the quote task and chases the follow-up. The office sees every open lead, quote and job in one view.
Incoming leads
3 new- Harbour DentalWebsite and intakeNew
- Kessler & VanceCRM cleanupQualified
- Northline LogisticsReportingAssigned
Harbour Dental
Awaiting approvalAI summary
Two-location dental practice. Wants online booking and a way to stop enquiries going unanswered. Decision maker on the call. Timeline: this quarter.
Owner
J. Okafor
Next step
Call by Thu 14:00
- Captured
- Qualified
- Routed
- Reply
- Monitor
Components
- Website and form intake
- AI lead summary
- Service classification
- Service-area check
- Priority
- Owner assignment
- Response drafting
- Follow-up automation
- Quote status
- Dashboard
Input
01New enquiry
Form, call note, text or message lands in one intake.
AI agent
02AI summary
The job, the address and the urgency in two lines.
AI agent
03Service type
Classified by service line so it routes correctly.
Business logic
04Location and fit check
Inside the service area, and a job you take on.
Automation
05Assign owner
Routed by service line, area and who is free.
AI agent
06Prepare response
A first reply drafted from the summary and your templates.
Human approval
07Approve, schedule or quote
A person approves the reply, books the visit or issues the quote.
Automation
08Follow-up
Quote chased on a schedule until it is won, lost or paused.
Output
09Won or lost
Recorded once, visible to the office and in the numbers.
- Input
- AI agent
- Business logic
- Automation
- Human approval
- Output
Second system
Customer intake and job setup
Once the job is won, the same discipline continues: the customer's details are captured once, the job record and tasks are created, the crew is notified and the customer gets a clear next step.
Intake form
Submitted- Company
- Bramble & Co. Accounting
- Service
- Bookkeeping, monthly
- Entities
- 2
- Start
- 1 October
AI classified as: Standard onboarding, tier 2
Onboarding steps
Automation- CRM account created
- Engagement letter generated
- Welcome email sent from template
- Tasks assigned to onboarding lead
- Fee schedule confirmationReview
- Kick-off call scheduling
Components
- Intake form
- Missing-information check
- Job record
- Task creation
- Crew notification
- Customer communication
Input
01Job won
The quote is accepted.
AI agent
02Details captured
Access, timing, materials and anything missing is asked for once.
Automation
03Job and tasks created
Record, schedule and crew tasks from the template.
Human approval
04Customer message
Confirmation and next steps, approved before sending.
Output
05Status board
The office sees every job without a phone call.
- Input
- AI agent
- Business logic
- Automation
- Human approval
- Output
What can be built
Agents, automation, dashboards and software for home & local services.
AI agents
- Lead intake agent
- Quote follow-up assistant
- Internal knowledge assistant for pricing and procedures
Automation
- Missed-call and enquiry intake
- Quote follow-up sequence
- Scheduling handoff
- Review request workflow
- Recurring reporting
Dashboards
- Operations dashboard
- Estimate status board
- Lead response tracking
Software
- Job tracker
- Customer onboarding tool
- Crew check-in app
The shape of the change
Typical manual workflow, and an example system architecture.
Illustrative. The left column is how this work commonly runs; the right is one way a system can run it. Neither describes a specific customer, and no improvement is claimed.
Typical manual workflow
- 01
Enquiry noticed
Depends on: Someone checking the inbox or voicemail
- 02
Details understood
Depends on: Re-reading the message or calling back
- 03
Reply sent
Depends on: Whoever is free, in their own words
- 04
Visit booked
Depends on: A calendar and a text thread
- 05
Quote sent
Depends on: The estimator's evening
- 06
Quote chased
Depends on: Memory
- 07
Job recorded
Depends on: A spreadsheet updated later, or not
Example system architecture
- 01
Enquiry captured from every channel into one intake
System - 02
Job summarised, classified and checked against service area
AI - 03
Owner assigned and follow-up task created
Automation - 04
First reply drafted, then approved by a person
Person - 05
Visit booked or quote task created
Automation - 06
Quote chased on a schedule until won or lost
Automation - 07
Every lead, quote and job visible on one board
System
From published research
The problem is measured.
General lead-response research across US companies. Home-service firms were not studied specifically, and these are not Dekundy Group results.
7x
Research published in Harvard Business Review, covering 1.25 million leads, found firms that responded to a web enquiry within an hour were nearly seven times as likely to qualify it as those that waited even one hour more.
Source: Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington) (2011)
23%
When Harvard Business Review audited 2,241 US companies in 2011, nearly a quarter never responded to a web enquiry at all, and the average response time was 42 hours.
Source: Harvard Business Review (Oldroyd, McElheran, Elkington), The Short Life of Online Sales Leads (2011)
Who does what
What the AI handles, what automation handles, what stays with your people.
The AI agent
What the AI actually does
- Summarises each enquiry and identifies the service type
- Checks the address against your service area
- Drafts the first reply in your tone
- Prepares the quote follow-up message
- Answers staff questions from your pricing and procedure documents
Automation
What gets automated
- Captures enquiries from forms, calls, texts and messages
- Assigns the owner by service line and availability
- Creates visit, quote and follow-up tasks
- Chases quotes on a schedule
- Updates the job board and the weekly numbers
Human control
What a person controls
- Approves every message before it goes to a customer
- Sets prices, service areas and which jobs you take
- Decides on any exception the agent flags
- Owns the customer relationship and the site visit
Example engagement
Service lead response system
A realistic scope for this kind of business. Not a fixed product; the exact scope and price are agreed in writing after discovery.
Could include
- Website and form intake
- Missed-call capture
- AI lead summary and classification
- Service-area check
- Owner assignment
- Response drafting with approval
- Quote follow-up sequence
- Operations dashboard
What moves the price
- Number of enquiry channels
- Scheduling and quoting tools in use
- Number of service lines and areas
- Whether a job board or app is needed
Pricing
Builds start around CA$2,500
Indicative build budgets CA$3,500 to CA$8,000 · Larger multi-system builds CA$8,000+
Multi-step implementations are quoted according to integrations, channels, data, custom interface, number of workflows and permissions. Not sure where to begin? The CA$49 AI & Efficiency Audit, or a Workflow & System Design from CA$750, comes first.
Adam Dekundy
Founder, Dekundy Group
Built directly with the person who designs it
You are not passed from a salesperson to a delivery team. The work starts by understanding what happens from the moment a customer contacts you, defining what better means for your office and your crews, and building the system around it.
The Build Guarantee
We agree on what the system needs to accomplish before the build begins. If it does not perform the agreed function, Dekundy Group keeps working on the implementation at no additional implementation fee until it does.
Walk through what happens from the moment a new customer contacts you.