Plumbers & Heating · Leeds

Answering the calls a trades business was missing

The marketing was working. The phone was ringing out. Fixing the second problem was cheaper than doing more of the first.

Format template — not a real client

This page shows the structure a Nexclick case study takes. A heating and plumbing firm is a description of a type of business, not an actual client, and every figure below reads ILLUSTRATIVE rather than a number. The page is noindex, emits no Article schema, and is excluded from the sitemap and the home page.

The situation

What we walked into

Engineers were on jobs, the office was staffed until 5pm, and a meaningful share of enquiries were arriving outside that window or while the line was engaged. Callers who did not get through rang the next firm on the list.

Client: A heating and plumbing firm
Sector: Plumbers & Heating
Started: 2025-06

What we did

In order, with dates

01
Weeks 1–3
Measured the actual gap first
Call tracking for three weeks to establish how many calls went unanswered, when, and what they were about — before proposing anything.
02
Weeks 4–7
Built a voice agent against their real job types
Trained on their service list, coverage area and pricing rules. It takes details, books diagnostic visits, and does not pretend to quote.
03
Week 7
Set explicit handover rules
Anything involving a gas smell, a leak in progress or a vulnerable customer transfers to an on-call human immediately. The agent never tries to handle those.
04
Week 8
Connected it to the job management system
Captured enquiries land as jobs with the details already filled in, so the morning starts with a work list rather than voicemails.

The numbers

What changed

Figure pending

Out-of-hours enquiries captured

Months 1–3

Figure pending

Calls escalated to a human

Months 1–3

Figure pending

Time to first response

Months 1–3

Figures are withheld rather than estimated. A real case study states the measurement window alongside every number.

Honestly

What we would do differently

The first version of the script was too eager to book. Customers wanting a straight answer on whether a boiler was covered got pushed towards an appointment. We loosened it in month two and satisfaction improved.