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Worked example · Trades

How a plumbing and heating business handles enquiries in 3 minutes instead of 12.

Around 60 enquiries a week, spread across phone, email, the website and WhatsApp, often while everyone’s out on site. Now it all lands in one place: the AI summarises each enquiry, asks for any missing details and suggests an appointment. The office just confirms it.

A worked example, pieced together from typical projects. Names and details are generalised, and the figures are typical values.

Industry
Plumbing and heating
Size
Around 20 staff
Area
Customer enquiries
Duration
5 weeks
Tools
Shared inbox, AI summaries, calendar integration

Starting point

  • Enquiries came in through four channels and ended up in different places.
  • Something was nearly always missing: the address, photos, the type of appliance. That meant ringing people back.
  • Urgent jobs got buried among routine enquiries, and replies often didn’t come until the next day.

Results

  • 9 hless routine work a week
  • 3 instead of 12 minper enquiry
  • about 4 monthsuntil the implementation pays for itself

Day by day

  1. Intro call Day 0

    30 minutes: how do enquiries reach you, who deals with them, and what’s slipping through the net at the moment?

    Clarity on whether it’s worth it, and where

  2. Prototype Day 1

    The next day, a first prototype summarises ten real enquiries and shows what’s missing and what’s urgent.

    Early proof instead of slides

  3. AI investment plan Weeks 1–2

    We count how many enquiries come in through each channel and how long they take. We put hours and euros against every step, and that decides what comes first.

    A plan covering effort, savings and payback

  4. Sprint Weeks 3–4

    Every channel feeds into a single inbox. The AI summarises, asks for missing details and suggests free slots.

    Every enquiry is ready in minutes

  5. Handover Week 5

    Fine-tuning on real enquiries and training for the office. Emergencies go straight to whoever is on call.

    Handed over for day-to-day use

  6. Sparring afterwards

    Once a month, 90 minutes on what’s working, where things are stuck and what will pay off next. Then you get the monthly report.

    Optional, minimum term 6 months

The maths

Example calculation

Collect customer enquiries and get them ready

60 enquiries a week, 3 instead of 12 minutes each

  • Time saved9 h / week
  • Hourly rateOffice administrator€32 / h
  • Value per year€13,248
  • Implementation, 1 sprint€4,900

Pays for itself inabout 4 months

Hourly rate: what an hour of work really costs, including holidays, sick leave and employer on-costs. Value per year: hours saved × hourly rate × 46 working weeks.

What else improved

  • Customers usually hear back the same day.
  • Emergencies stand out straight away and no longer get buried.
  • The fitters arrive at the customer’s with all the details, so there’s less back and forth.

More worked examples

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Next step

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