Crestline Plumbing
+27%
Jobs booked per month
0
Missed leads per day (was 6–8)
3 min
Average response to new enquiry
6–8 Missed Calls Every Working Day
Crestline Plumbing is a two-person operation run by brothers Tom and Dave Okafor in Bristol. Like most sole traders and small tradespeople, they cannot answer the phone while under a sink or on a job site — which is most of the working day.
Tom estimated they were missing 6–8 calls daily. Some callers left a voicemail; most did not. By the time Tom returned calls in the evening, the customer had already found someone else. The lost work wasn't just the immediate job — it was the repeat business and referrals that typically follow a successful first visit.
Instant SMS Response That Collects Job Details Automatically
Engium connected to Crestline's business mobile number. Any missed call or incoming text triggers an immediate SMS response: a brief, professional message explaining they're currently on a job and collecting the caller's availability, job type, and address via a short conversational sequence.
Tom receives a structured job summary — what's needed, where, and when the customer is available — delivered to his phone within minutes of the initial contact. He reviews it between jobs and confirms via a templated reply that Engium sends on his behalf.
Every missed call now becomes a lead with job details collected — not a lost customer.
27% More Jobs, Zero Missed Leads
In the two months following setup, Crestline booked 27% more jobs per month from the same incoming call volume. The improvement came entirely from capturing leads that would previously have gone cold. Tom's evening callback time dropped from 90 minutes to under 20 minutes, because callers now arrive pre-qualified with their details already recorded.
Tom also used the job summary data to notice that 40% of enquiries were for boiler servicing — information he used to create a targeted leaflet for the following autumn.
27%
More jobs booked / month
6–8 → 0
Missed leads per day
70 min
Evening admin saved / day
3 min
Lead response time
“I used to lose a job every single day just because I couldn't answer my phone. Now every missed call gets an instant text back, I get all the details, and I reply when I can. Simple as that.”
TOTom Okafor
Co-owner, Crestline Plumbing
“I used to lose a job every single day just because I couldn't answer my phone. Now every missed call gets an instant text back, I get all the details, and I reply when I can. Simple as that.”
Tom Okafor
Co-owner, Crestline Plumbing
Crestline Plumbing
About the Business
Crestline Plumbing is an independent plumbing and heating company operated by Tom and Dave Okafor in Bristol, UK. They cover domestic and light commercial work including emergency call-outs, boiler servicing, bathroom installations, and general plumbing repairs.
Size
2 employees
Founded
2018
Headquarters
Bristol, United Kingdom
Plan
Starter
Channels
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