A 12-technician HVAC and plumbing contractor was losing 40% of inbound leads to faster competitors. Leads came in via web form, phone voicemail, and text: routed to a shared inbox nobody owned. The Aizen Event redesigned the entire lead-to-quote workflow.
7 steps, siloed across people and systems. Web forms, voicemail, and texts landed in a shared inbox no one owned. Owner manually calculated quotes. 40% of leads lost before first contact. No follow-up process.
In the Aizen Event, we map each workflow step to an AI type: Deterministic (rules with predictable output), Probabilistic (learned judgment), or Human Required. Classification drives build vs. defer decisions.
| Step | AI type | Recommendation | New state | Time saved | |
|---|---|---|---|---|---|
| 01 | Lead capture Manual inbox checks |
Deterministic | Unified intake: all channels (form, SMS, missed call) route to single structured record in CRM. Auto-acknowledge within 90 seconds. | ● Automated | immediate |
| 02 | Lead qualification Manual reading and scoring |
Deterministic | Rules matrix: service type + zip code + job value floor. Out-of-area and out-of-scope auto-declined with referral. Real leads scored and prioritized. | ● Automated | 6 min |
| 03 | Callback/response 6.2 hour avg delay |
Probabilistic | Immediate SMS with intake questions link. If no response in 10 min, auto-call from owner's number via AI voice. Warm leads queued for owner callback within 8 min. | ● Augmented | 6 hrs delay |
| 04 | Job scoping Unstructured phone questions |
Deterministic | Structured intake form with conditional logic: service type → job-specific questions → photos requested. Replaces unstructured phone call for 70% of jobs. | ● Augmented | n/a |
| 05 | Quote generation Manual calculation, 25 min |
Deterministic | Pricing matrix: service type × job complexity × parts lookup. Auto-generates quote draft for owner review. Owner approves in 2 min vs. 25 min calculation. | ● Augmented | 23 min |
| 06 | Quote delivery Manual email/text, no tracking |
Deterministic | Auto-sends branded PDF quote with e-sign link. Tracks open status. SMS fallback if not opened in 2 hours. | ● Automated | 5 min |
| 07 | Follow-up No system, rarely done |
Deterministic | If quote not accepted: Day 2 SMS check-in, Day 5 call queue, Day 10 final offer. Stops automatically on acceptance or decline. | ● Automated | ongoing |
We plot each step by implementation complexity (X) against business impact (Y). Steps in the top-left are Quick Wins: start here. Top-right are Strategic Investments: build after wins are live.
Low complexity, high impact. Unified CRM intake built in week 1.
Rules-based, quick value. Integrated with capture.
Deterministic with tracking. Week 2.
Highest impact. Voice + SMS integration. Phase 2.
Requires pricing matrix. Medium build complexity. Phase 2.
High ROI. Sequential SMS + call queue. Phase 2.
The redesigned workflow after the Aizen Event implementation. Every step shows the before design, what changed, and who now handles what.
Build cost, deployment timeline, and three-year return: based on lead volume, job value, close rates, and measured follow-up effectiveness post-deployment.
This case study represents a composite of typical SMB field service workflow engagements. Metrics are based on observed industry benchmarks and comparable implementations. All investment figures are illustrative ranges based on the Otonmi service tiers.
Tell us about the process your team is spending the most time on. We'll classify every step and tell you what's worth building: and what isn't.