Industries
Modeled Playbook: Recovering Unaccepted Estimates for a 10-Tech Home-Service Company
The model isolates recent unaccepted estimates, confirms they remain eligible, assigns each to the responsible team, and sequences helpful follow-up around questions, scheduling, and expiry. It stops on reply, acceptance, decline, or disqualification and reports incremental accepted value—not message volume.
The short answer
The model isolates recent unaccepted estimates, confirms they remain eligible, assigns each to the responsible team, and sequences helpful follow-up around questions, scheduling, and expiry. It stops on reply, acceptance, decline, or disqualification and reports incremental accepted value—not message volume.
Modeled scenario
A ten-technician company produces a steady stream of estimates, but follow-up varies by comfort adviser and season. The pilot begins with recent, open estimates whose customers consented to the selected channels.
Declared assumptions
Replace every input with verified business data before making a forecast or investment decision.
- 200 eligible unaccepted estimates enter the monthly cohort.
- The historical acceptance baseline is measured before automation.
- Estimate amount and responsible owner are available and current.
- Contacts with disputes, active service issues, opt-outs, or expired offers are suppressed.
- Incremental value is reported separately from gross accepted value.
Playbook architecture
Create one eligible cohort, preserve source and consent, assign an owner, use event-based follow-up, stop on response or outcome, and surface exceptions. The home services team—not the workflow—owns judgment and commitments.
Calculation method
Incremental accepted value = eligible estimates × (pilot acceptance rate − comparable baseline rate) × average accepted estimate value. Report the range using conservative, expected, and high inputs.
Customer journey
Acknowledge context, make one clear next step, vary follow-up by intent, stop irrelevant sequences immediately after response, and retain an easy human path. Escalate high-value, sensitive, or ambiguous situations.
Operating dashboard
Track eligibility, contactability, response, appointment or next-step conversion, completion, value, time to action, opt-outs, complaints, exceptions, and cohort age.
- Median first-response time
- Lead-to-booked rate
- Estimate delivery-to-acceptance rate
- Days from estimate to decision
- Unworked lead and estimate aging
- Opt-out, complaint, and exception rate
Guardrails
Do not manufacture urgency, extend terms automatically, or imply a discount that a human has not approved. Protect consent, suppress active complaints, distinguish marketing from operational messages, and keep dispatch and pricing promises tied to current field-service data.
Pilot and scale
Test on a small, representative cohort. Compare against a baseline or holdout where practical, review conversations and exceptions, correct the system, then scale in measured waves.