The playbook
What a rollout looks like, pattern by pattern.
Six patterns across intake, sales, billing, reactivation, reputation, and reporting, drawn from how our agents actually work.
Read this first: these are illustrative patterns, not client results. No names, no percentages, and no dollar outcomes are attached to any business here, except where we say so explicitly below. Each pattern shows the shape a problem takes and the system we install to fix it, not a result we are claiming for a specific client.
Illustrative photograph
Measured, not promised
The four numbers every pilot reports.
Before a pilot starts we agree on what success means. During the pilot, you see these numbers as they happen, not in a slide deck afterward.
Leads followed up
Every inbound lead the agents catch and respond to, tagged and logged by channel
Quotes chased
Estimates sent and followed up on until they get an answer, straight from your quoting tool
Invoices collected
Outstanding balances tracked and followed up on until they are paid
Hours returned
Admin time returned, measured against the tasks the agents absorb
The patterns
Open the one that sounds like your business.
Pattern 01 · Front end · Intake The lead response gap
The shape of the problem
A lead fills out the website form, calls, or messages at 9pm. By the time anyone gets back to them, they have already booked with whoever answered first.
What gets installed
Marcus catches every inbound channel and books the lead straight into the calendar, day or night, so the response time drops from hours to minutes.
What a pilot tracks
How fast a new lead gets a response, and how many of them end up on the calendar.
Agents involved
- Marcus, intake & scheduling agent
Pattern 02 · Front end · Sales The quote graveyard
The shape of the problem
Estimates go out and then nothing happens. Whoever sent it is already on the next job, and nobody circles back until the customer has moved on.
What gets installed
Sofia formats the estimate, sends it same day, and follows up on a set cadence until it gets an answer.
What a pilot tracks
How many quotes get a real answer, and how long that takes.
Agents involved
- Sofia, estimating & quoting agent
Pattern 03 · Back end · Billing The invoice float
The shape of the problem
A job finishes, the invoice goes out, and then it just sits. Nobody owns the follow-up on what is owed, so cash that has already been earned stays uncollected.
What gets installed
Zara issues the invoice, tracks what is outstanding, and sends reminders on past-due balances until they are paid.
What a pilot tracks
What is outstanding, what got collected, and how long invoices sit unpaid.
Agents involved
- Zara, billing & claims agent
Pattern 04 · Front end · Reactivation The dormant customer list
The shape of the problem
The CRM has hundreds of past customers who have not bought anything in a year or more. Everyone knows the list is worth something. Nobody has the time to work it.
What gets installed
Diego runs outreach across email and SMS to wake the list back up, personalized to when they last did business with you.
What a pilot tracks
How many dormant customers respond, and how many come back.
Agents involved
- Diego, outbound & reactivation agent
Pattern 05 · Front end · Reputation The missing reviews problem
The shape of the problem
Happy customers rarely get asked at the right moment, so reviews trickle in at random. A frustrated customer is far more likely to write something than a satisfied one is.
What gets installed
Jordan requests a review right after the job is done, and routes anything negative to the owner privately instead of letting it go public.
What a pilot tracks
Review requests sent, reviews received, and complaints caught before they go public.
Agents involved
- Jordan, reputation & reviews agent
Pattern 06 · Back end · Operations The no-visibility problem
The shape of the problem
The owner has no single view of what is actually happening across intake, quoting, billing, and reviews. Monday morning turns into a round of status check-ins just to find out where things stand.
What gets installed
The full set of agents runs across every channel, and Eleanor compiles it into one weekly report in plain English.
What a pilot tracks
One number for each agent, reported the same way every week.
Agents involved
- Full deployment, Marcus, Sofia, Zara, Diego, Jordan, Eleanor
The one we can point to
Katena Railings, live today.
Katena Railings Inc. (katena.ca) is the one client we name on this site, and the one system we can point to directly instead of describing in the abstract.
Front end
A website with an article blog and lead forms feeding directly into the client's own Microsoft 365.
Back end
A supplier and glass procurement watcher that has run every five minutes since late July 2026, turning supplier email into purchase orders, freight records, and a stock ledger with discrepancy flagging and SMS alerts.
Reputation
An AI social pipeline into the client's own Instagram, Facebook, and LinkedIn, with a Notion board for approving posts before they publish.
Straight talk on status. Only the glass and procurement piece of the operations hub is live today. The projects, invoicing, and scheduling views in that hub are still sample data, not delivered features. The social pipeline has published real posts on Instagram and Facebook, nothing yet on LinkedIn. We are not quoting the client's procurement figures or retainer here, and we will not.
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See what we'd install in your business.
The pilot is free. We agree on what we're tracking before day one, and we only report what actually happens.
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