Renewal by Andersen put its old leads to work
Renewal by Andersen of Central Pennsylvania replaced a costly overnight call center with Simple, then pointed it at aggregator leads that had sat uncalled. Every homeowner who picks up goes straight to a rep.
Home improvement · After-hours calls and outbound leads- 50
- appointments set in one week from old aggregator leads
- $400K
- in new revenue the team reported from those appointments
- Up to $10K
- a month for the overnight call center Simple replaced
- 5 minutes
- to set do-not-call rules to the team’s own criteria
“It’s a signal booster to be able to get my customers in contact with my people as quickly as possible.”
Night calls gone wrong, leads gone cold
Homeowners call about windows and doors when it suits them, often after the office has closed. Renewal by Andersen of Central Pennsylvania paid an outsourced call center up to $10,000 a month to take those overnight calls. It skipped the team’s lead criteria, set appointment times the team hadn’t offered, and booked leads in the wrong market, including Texas leads for a team in Central Pennsylvania.
Meanwhile, leads from aggregators sat in a list. One of the team’s two markets had no one with the outbound skills to call them, so nobody did. And the trained reps who should have been selling spent their day on inbound calls anyone could take.
- Handled by
- An outsourced call center
- Cost
- Up to $10,000 a month
- Lead criteria
- Often skipped
- Times booked
- Ones the team never offered
- Market
- Texas leads, booked in Central PA
Aggregator leads in one market: never called
Night calls first, then the old leads
The team started with the overnight calls, where the cost and the mistakes were. They trialed Simple and another vendor on those calls, a month apart. The other vendor never got as far as Simple did in its first month. Their CRM has no way for other software to plug in, which stops most vendors, so Simple built custom browser automation to work inside it.
Then Simple started calling the old leads. Today every new lead gets a week with the reps first. After that, Simple calls once a day for three days, with a text after the first call and a voicemail on the third. Anyone who answers, or calls back, gets a quick question or two and the offer of a free, no‑obligation estimate, then a live transfer to a rep.
- First weekThe reps call first
- Call 1Simple calls, then sends a text
- Call 2A day later, another call
- Call 3A day later, a call and a voicemail
- They answer or call backLive transfer to a rep
50 appointments in one week
In one week of testing, Simple worked through a couple thousand old aggregator leads and set 50 appointments. The team reported about $400,000 in new revenue from them.
The overnight vendor is gone. Simple answers those calls and sets appointments overnight, and now takes some daytime calls too, so the trained reps can concentrate on selling. Setting do‑not‑call rules to the team’s own, conservative criteria took a five‑minute conversation.
- 50
- Appointments setin one week, from old leads
- $400K
- New revenue reportedfrom those appointments
- Up to $10K
- Monthly vendor costreplaced by Simple
- 5 min
- To set do-not-call rulesto the team’s own criteria
Why it worked
The team’s rules, followed
Simple works to the team’s lead criteria, calendar, and do‑not‑call rules: everything the old vendor got wrong. It also leaves a voicemail instead of pitching into one.
Reps on the calls that need them
Simple takes the calls anyone could take and the dialing that ends in no answer. The reps talk to homeowners who have already said they’re interested.
One step at a time
Overnight calls came first: the biggest cost and the easiest to replace. Then the old leads, and now some daytime calls.
“We were spending a lot of money on having our trained, talented call center agents taking inbound calls, dealing with every single little problem that came in on the phone. And really, the skills that I’m paying them for are turning a no into a yes.”
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