Cases
Stories from the real world
Real customers, real numbers. See what happens when Konverto answers, books and follows up in a busy business.
01·Master bricklayer
Murermester Jeff Jensen
When Jeff Jensen started out, he laid bricks alone around North Jutland, and a large part of the week went on something entirely different from bricks. By his own estimate around 20 hours a week answering and following up on enquiries. In the van, between jobs and in the evening. If the reply only came the next day, the customer had often moved on.
In February he put Konverto on the job. New enquiries now get a reply within minutes, and Konverto asks the questions Jeff would ask himself: what needs doing, where and when. Anyone just toying with a loose idea, maybe next year, filters themselves out on those questions. Only the serious ones reach Jeff, and 38 percent of enquiries turn into a booked site visit in the calendar. On days with several visits Konverto also plans the route, and if a lead goes quiet, Konverto follows up by itself.
The interesting part is what the hours go to now. The roughly 20 hours a week that used to go on follow-up are handled by Konverto today. That is 86.6 hours a month Jeff has got back. In under two years he has gone from working alone to seven employees, and he spends the time building his personal brand, which now gets 1.5 million views a month.
“I am happy with it... It creates time for me, and that is what matters most.”
Hours saved
86.6
a month, based on Jeff's own 20 hours a week
Response time
Minutes
before, the reply often came only the next day
Emails and texts
1,029
written for Jeff
02·Master carpenter
Tømrermester Helt
Nicolai Helt is a master carpenter in Hvidovre with more than 10 years of experience and a reputation that keeps the phone ringing. He is booked two months ahead, and that is exactly where the danger lies. When the calendar is full there is no time to write back and forth with every new enquiry, but an unanswered message is a lost customer. Including the customer who would gladly have waited, if only someone had said so.
Since February Konverto has answered for him, around the clock. Every enquiry gets a reply within minutes, also when Nicolai has a saw in his hand, and also when the message lands late at night or at the weekend. What matters is what the system says on his behalf: it says honestly that he is booked up for a while but would very much like the job, and keeps the contact warm until there is room in the calendar. The serious customers stay, the rest drop off politely, without Nicolai spending a minute on it.
The result is a customer experience that matches the craft: you are met right away, taken seriously and given a clear answer. Since February Konverto has written more than 600 emails and texts Nicolai would otherwise have typed himself, and kept more than 100 customers in active dialogue. Not one enquiry was met with silence, and that is how a good reputation keeps growing, even when the calendar is full.
“I can be busy without it affecting the customers. They get a reply right away, even when I cannot manage it myself.”
Messages written
1,273
emails + texts, written for Nicolai
Hours saved
43
a month, based on Nicolai's own 10 hours a week
Kept in dialogue
195
customers met and kept warm
03·Flooring specialist
TJ Gulvservice
Thomas Johansen is behind TJ Gulvservice in Bramming, a flooring company that sands and treats wooden floors in Esbjerg, Kolding and most of the country. The craft speaks for itself, and the customers reward it with five stars. His phone hours are Monday to Friday from 8 to 16, but customers do not follow them: three out of four enquiries land outside phone hours, in the evening, at the weekend, or while he is standing in the sanding dust. Before, every single one of them had to be picked up afterwards, between jobs, in the van and after hours.
Since February Konverto has replied within seconds, whenever the enquiry arrives, and it works: eight out of ten customers write back and start a dialogue. If the customer is serious, a phone slot is agreed, and then the roles are reversed: the customer calls, reminded of the appointment by Konverto. Thomas does not have to chase anyone or remember who to call when. And when the phone rings, Konverto first tells him who it is, what it is about and where in the country the customer is, before the customer is put through. He says hello already up to speed on the job.
If a detail slips, a measurement, an address, a time, the conversation is ready to be listened to again. The customer is told that the call is recorded, and Thomas can afterwards hear exactly what was said instead of calling back to ask again. And all the writing around the calls, more than 200 emails and texts so far, has been done by Konverto for him. He just has to pick up the phone when it rings.
Reply rate
83%
of customers replied when Konverto wrote to them
Outside phone hours
75%
of enquiries came outside Mon-Fri 8-16
Messages written
314
emails + texts, written for Thomas