Automation in an installer's office isn't about blasting email. It is about making sure the third follow-up on a $15,000 proposal actually happens, that a missed call on a Saturday gets a reply within minutes, and that a customer installed two years ago hears from you before a competitor knocks. This service builds those sequences, each triggered by a real event in your system.
What the service is
Answer first: a small set of event-driven sequences, written for your company and connected to your CRM.
Every sequence has a trigger (a job status changes), a short series of messages (text, email or both), and stop rules (a reply, a signature, an opt-out). We write the copy, configure the logic, and test each path with your team before anything goes live.
Sequences we build most often
Answer first: five sequences cover most of the value for a heat-pump installer.
| Sequence | Trigger | What it does |
|---|---|---|
| Quote follow-up | Proposal sent | Two or three check-ins over about two weeks; stops on reply or signature |
| Missed-call reply | Unanswered inbound call | Text within minutes asking how you can help |
| Rebate status | Rebate tracker stage change | Plain update to the homeowner at each stage |
| Maintenance reminder | Install anniversary | Annual service prompt for heat-pump owners |
| Review request | Job closed and paid | One polite ask, one reminder, then stop |
The rebate status sequence reads from the rebate tracker, and the quote sequence reads from your proposal software, which is why these services work best together.
Consent and CASL
Answer first: automation only helps if it is lawful, so consent capture is built in from the start.
The CRTC's guidance on Canada's Anti-Spam Legislation covers commercial electronic messages such as texts and emails. In short, you need consent (express, or implied in qualifying situations), you must identify yourself, and every message needs a working unsubscribe. You also need to be able to show consent if asked. We configure a consent field, a consent source and a date on every contact record, and make opt-outs automatic. We don't give legal advice; if your situation is unusual, ask a lawyer.
Who it is for
Answer first: teams where follow-up depends on memory.
It fits installers where the owner is also the salesperson, offices that lose leads after hours, and companies with a few hundred past customers who haven't heard from them since install day.
Timeline
Answer first: three to six weeks for the first two or three sequences.
We start with the sequence most tied to revenue, usually quote follow-up, then add missed-call replies and rebate status updates. Maintenance and review sequences come once your customer records are cleaned up.
How results are measured
Answer first: by what each sequence is supposed to change, against your own baseline.
- quote follow-up: proposal-to-signature rate and days to decision
- missed-call reply: share of missed calls that turn into a conversation
- maintenance reminder: service bookings from past install customers
- review request: new reviews per closed job
We report opt-out and complaint rates too, because rising opt-outs mean the messages need rewriting.
A worked example
Answer first: a modest lift on proposals already sent adds up quickly.
Say you send 30 heat-pump proposals a month and sign 9. If a three-message follow-up sequence moves that to 11, at an average job of $14,000 that's $28,000 in additional monthly revenue from customers who had already asked you for a price. Your figures will differ; the method of measuring against your own baseline is what matters.
Mistakes to avoid
- Sequences with no stop rule. Nothing annoys a customer more than a reminder after they've signed.
- Texting without consent records. If you can't show consent, don't send.
- Writing like an ad. Short, specific and human beats clever.
- Automating a broken process. If proposals go out late, speeding up reminders won't fix it.
For copy templates and timing, read our automation recipes guide. For a deeper look at text-back for missed calls, CallText.chat covers that one job in detail.
Frequently asked questions
Will automated messages feel robotic to homeowners?
Only if they're written badly or sent at the wrong moment. We write short messages in your company's voice, trigger them from real job events, and stop them the moment a person replies.
Is it legal to text past customers in Canada?
Commercial texts and emails fall under Canada's Anti-Spam Legislation, which requires consent, sender identification and a working unsubscribe. We set up consent capture and records, but for legal questions about your situation, talk to a lawyer.
What's the first automation you'd build?
For most installers, a quote follow-up sequence. It runs after every proposal and stops on signature or reply, and it usually touches revenue sooner than anything else.
Do we need new software for this?
Often not. Many CRMs and field-service tools already include automation features that sit unused. We check what you have before suggesting anything else.