Summit Roofing Group · 2026
Surviving a 400-lead storm week without hiring
Before
- 165Peak-week leads worked
- 6 hrsMedian first response
- 54%Claims reaching approval
After
- 400+Peak-week leads worked
- 52 secMedian first response
- 73%Claims reaching approval
The challenge
Summit ran six crews across the Kansas City metro and made most of its year in the eight weeks after hail. The problem was never lead volume, it was that the volume arrived all at once. A storm week produced four hundred enquiries against an office of three people, so calls went unreturned for six hours or more and the leads that did get logged sat in a spreadsheet with no consistent next step. They had tried hiring seasonally and found that a temp who does not understand claim stages creates more mess than they clear.
The approach
One queue for every intake channel
Web forms, inbound calls, canvassing reps and door-knock cards all landed somewhere different. We consolidated them into a single pipeline tagged by street and storm date, so nothing depended on which channel a homeowner happened to use.
Two questions, asked automatically
Every new enquiry gets an immediate text asking the insurance carrier and whether an adjuster has already been out. Those two answers determine everything downstream, and collecting them without a phone call removed most of the office bottleneck.
Stages that mirror the claim, not the sale
Pre-claim, claim filed, adjuster scheduled, approved, supplement submitted, build scheduled. Each stage carries its own follow-up cadence, because a homeowner waiting on an adjuster needs a completely different conversation from one holding an approval.
Inspections booked against crew territory
Homeowners self-book into the calendar for their zone rather than calling the office. Crews stopped crossing the metro twice a day and the office stopped acting as a scheduling switchboard.
The outcome
The following hail season Summit worked more than four hundred leads in a single week with the same three office staff. Median first response fell from six hours to under a minute, and the share of claims reaching approval rose nineteen points, largely because supplement follow-up stopped falling through the cracks.
Storm season used to break us. Now every enquiry gets a text inside a minute and the crew calendar fills itself. We ran last season with the same office staff we had the year before.