Northgate Heating & Plumbing · Home services
How a 30-person trades company answers customers in seconds
Northgate Heating & Plumbing now answers four in five customer questions without staff involvement, and no after-hours enquiry goes unanswered.
Results
- Customer questions answered without staff
- 80%
- Time to send a quote (was 2 days)
- 2 hours
- After-hours enquiries answered
- 100%
Northgate Heating & Plumbing now answers 80% of customer questions without involving staff. We built an AI assistant trained on its price lists, service areas and policies.
The challenge
Northgate's three-person office spent most of the day on the phone and email answering the same questions: call-out fees, service areas, emergency availability and quote status.
Out-of-hours enquiries piled up overnight, and quotes took up to two days to send, by which time some customers had already booked someone else.
The solution
We built a custom AI assistant on Northgate's own documents, and added an automation that drafts quotes from the details customers provide.
- Website assistant. Answers questions about prices, areas covered and emergency cover at any hour.
- Quote drafts. Customer details are turned into a draft quote for the office team to approve in minutes.
- Smart handover. Emergencies and complaints go straight to a person, with the full conversation attached.
The outcome
Four in five customer questions are now answered without staff, and quotes go out in about two hours. The office team uses the time saved to follow up on jobs and improve service.
No after-hours enquiry goes unanswered, and Northgate has not missed a single emergency call-back since launch.
What the client says
“Customers get an answer in seconds, even at 9pm. Our office team now spends their time on the jobs that need a person.”
Your turn
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