Case 03: Home Services CRM Discipline
A regional services operator stabilized lead response and stage progression with SLA controls.
Situation
Leads entered steadily but follow-up and stage movement varied by owner and location.
Diagnosis
Weak owner accountability and undefined SLA triggers caused post-intake leakage.
Build
Configured stage governance, response tasks, escalation rules, and operator reporting cadence.
Outcome
- First-response SLA compliance moved above 90% range.
- Qualified opportunities per week increased by 21% range.
- Pipeline stagnation reduced by 39% in one quarter.
- Follow-up consistency improved across all owners.
What changed
The team adopted one execution model with clear ownership and escalation behavior.
What they own now
CRM governance framework, script pack, and scorecard process run internally.