Marc Tremblay has run a five-plumber crew in Laval for fifteen years. Like most service-business operators, his problem wasn't the work or the pricing. It was the phone. Between jobs his techs couldn't answer. The part-time office processed calls at 9, 12 and 4. Everything that landed in between landed nowhere.
The diagnosis
During the audit we traced every missed call for three weeks. The number was hard to swallow: 28% of calls went nowhere. On a monthly volume of about 880 calls, that's 246 evaporated opportunities. At a mean residential ticket of $220, the monthly leakage was around $54,000.
The worst part: 71% of missed callers never called back. The next contractor in Google Maps picked up for them.
The integration
We configured Luna with a tight script: urgency triage, direct booking on the team calendar, immediate transfer to Marc for active leaks or water-heater failures, detailed message intake for quotes. Configuration: 8 hours on the Boréal side, 2 hours with Marc to validate the scenarios.
The first 60 days
Month 1: 96% of calls captured (Luna deferred 4% to voicemail because the caller hung up under 8 seconds). 312 bookings, 89 of them outside office hours (evenings and weekends).
Month 2: bookings doubled against the baseline. Marc hired a sixth plumber just to absorb the volume. The setup paid back in 9 days.
What we learned
- The cost of a missed call in home services is underestimated by a factor of 3.
- Conversational AI beats part-time humans on availability, not on nuance.
- Custom configuration (8 hours of work) makes all the difference vs. a generic product.
Marc wrote us in March: "We recovered $22K in revenue the first month. Luna answers faster than I do."