How a one-man home improvements business stopped missing leads and got his evenings back.

Kenneth — bathrooms, kitchens, general home improvements

Solo operator. Central Scotland. Mostly bathrooms and kitchens. Most of his work comes via Google, word-of-mouth and Facebook Marketplace. Typical job value: £2,500–£8,000.

Enquiries everywhere. Replies nowhere.

Kenneth spent most of his working day on the tools — kitchen fits, bathroom rips. Mid-job he couldn't pick up the phone. WhatsApp enquiries sat unread until evenings. Facebook Messenger pings got lost in notifications. Instagram DMs from people who'd seen his work — he'd see them two days later.

Evenings he was catching up: phone voicemails, WhatsApp threads, DMs, website form submissions. He'd lost count of the number of enquiries that evaporated because he couldn't reply fast enough — and he had no single place to see them all.

One agent. Every channel. Every lead summarised to his phone.

• — Voice agent on his business line 24/7. Qualifies the job: bathroom vs kitchen vs general, rough size, postcode coverage, budget range, urgency.
• — WhatsApp Business agent handling new enquiries the moment they land. Same qualifying script as the voice agent, tuned for WhatsApp's casual tone.
• — Instagram DM + Messenger integration — DMs from his social posts get the same treatment. No more 48-hour delays.
• — Website chat widget for cold traffic landing on his site after hours.
• — SMS summary fires to Kenneth's phone within 10 seconds of any enquiry ending — whichever channel it came from. One phone, one format.
• — CRM sync — every enquiry lands as a tagged contact, so the follow-up automation knows what to send next.

What Kenneth actually sees on his phone.

Here's a typical SMS summary he gets minutes after a new enquiry — this one came in via WhatsApp:

Same format regardless of channel. Seven lines, no ambiguity, ready to follow up on the next break.

Six weeks after launch.