Plumbing and heating
RPH Home Services: turning scattered enquiries into booked jobs
Enquiries arriving in three places, and a booking system that consolidates them into one diary.
Website and booking system Visit RPH Home Services
Overview
The situation
RPH Home Services had the classic home-services problem: enquiries arriving by phone, by web form and by social message, all needing to end up in the same diary, and all depending on whoever was free to notice them.
For a business where the engineers are out all day, that is a genuine commercial issue rather than an administrative one. An enquiry that sits unanswered for four hours has often already gone to whoever replied in ten minutes, and you never hear about the job you did not get.
What we built
A website built for a phone first, because that is where the traffic is, with the phone number reachable from anywhere on the page and an online booking route for customers who would rather not call at all.
The booking side shows real availability rather than a request form that somebody has to process, which removes the back-and-forth entirely for straightforward jobs. Enquiries land in one place with the detail already captured, rather than being reconstructed from a voicemail.
Why it works for a trades business
The test for anything we build for a trades operation is whether it works for someone standing in a customer’s hallway with dirty hands and a phone. If capturing or checking a job takes more than a few seconds, it will not be done at the job. It will be reconstructed in the evening, badly.
That constraint shapes the whole design, and it is why we insist on watching how the work actually happens before building anything.
