Plumbing & heating · United KingdomSD Plumbing's phone stopped going to voicemail.
We gave SD Plumbing & Heating an AI receptionist that answers the calls the team can't, day or night, captures the job, and emails the office a clean summary.
Calls answered in 11 weeks
Outside Mon to Fri hours
Unique callers logged
Handled with no human
A missed call is usually a missed job.
Like most trades businesses, SD Plumbing & Heating could only man the phones during the working day. The calls that came in on evenings and weekends, often the urgent ones, hit voicemail. Paying someone to answer the phone around the clock was never going to stack up for a team this size.
It answers the phone better than we manage to on a busy day, and we wake up to a tidy list of jobs instead of a full voicemail box.
An AI receptionist that knows its limits.
A natural-voice receptionist on the existing number
An AI receptionist built on ElevenLabs answers on their own number through Twilio whenever the team can't pick up. No number to port, no new line to advertise.
Customer context pulled from ServiceM8
Every caller is looked up in ServiceM8, so the receptionist recognises existing customers and walks into the call with the right history instead of starting cold.
Every job captured and summarised
It captures what's wrong, where, and how urgent on every call, then emails the office a clean summary the moment the call ends, ready to action.
Knows its limits, and stays in your control
Anything it shouldn't handle is handed back to a human, and the whole thing can be switched on or off in seconds.
Live in three weeks.
Listen and map
We mapped how calls actually flow today, which ones get missed, and what a good answer sounds like for this business.
Build the receptionist
Voice, script, and ServiceM8 lookup wired together, with the email summary tuned to what the office needs to act fast.
Go live, out of hours first
Switched on for evenings and weekends so it covered the gap without touching the working day, then widened from there.
Tune from real calls
We refine handling from real conversations, and the team can flip it on or off whenever they want full manual cover.
It runs on their world, not ours
The receptionist answers on the existing number and reads from ServiceM8, so customers never know anything changed and the office keeps one source of truth.
Out-of-hours first, low risk
We covered the gap that was actually leaking money before touching daytime calls, so there was nothing to lose by switching it on.
A human is always one step away
It only handles what it should, hands the rest back, and can be turned off instantly. The team stayed in control the whole way.
In its first 11 weeks the receptionist answered 226 calls from 175 different people. More than half came in at weekends and nine in ten outside Monday-to-Friday office hours: calls that would previously have gone to voicemail. 225 of the 226 were completed end to end without a human picking up.
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Ready to see what a system feels like?
Book a 30-minute strategy call. No deck, no pitch. Just a conversation about where the time is going and what we would do first.