Six parts of one system.

What it is built to do

• We build it around what you actually do and where you actually go, not a template with your logo dropped in.
• It loads fast on a phone with one bar of signal, because that is where most people are standing when they need you.
• Your normal number and your out-of-hours number are always one tap away, on every page, without scrolling.
• When your hours, your coverage area, your prices or your services change, you say it once and the site changes with everything else.
• Every enquiry from the site lands in exactly the same place as every phone call, so nothing lives in a separate inbox nobody opens.
• It is written to be found by people searching for your trade in your towns. No tricks, just the pages a search engine can actually read.

What you have to do: Tell us what you do and where you go. Once. We write the first version and you correct it.

What it is built to do

• It answers. Out of hours, at lunch, and on the Tuesday when everyone is on a roof and the office phone rings out.
• It asks the questions your best dispatcher would ask, in the order they would ask them.
• It works out whether this is an emergency or a Tuesday job, using rules you set and can change.
• Emergencies reach whoever is on call, with the address, the problem and the access. Not a message saying "please call the office".
• Everything else gets booked into a slot, or put on the morning list with a reason.
• Every call recorded, and written up in plain language. Listen to the call, or read the write-up.
• It says what it is in every conversation, without waiting to be asked. It does not pretend to be a person.

What you have to do: Tell us who is on call and what counts as an emergency in your company. Then listen to the first week of calls and tell us what to change.

The night in full detail →

What it is built to do

• Confirmations: what was booked, when, and who is coming. Sent immediately, not the next morning.
• "He is on his way." Sent on the day, without anybody having to remember to send it.
• The everyday questions answered without interrupting anyone: opening hours, coverage, how soon, do you do this, where is my technician.
• Anything it cannot answer goes to a person, with everything already said attached, so nobody has to ask the customer to repeat themselves.
• Phone, website, email and text are one conversation. Your customer never starts over because they switched channel.
• It writes the way you write. You approve the wording once and change it whenever you want.

What you have to do: Read the standard messages once and tell us what sounds wrong. They are written to sound like you and not like us, so change anything that is not how you would say it.

What it is built to do

• Everything said on the call goes straight into the quote. Nobody retypes an address at six in the evening.
• Your prices, your terms, your layout, your VAT treatment. It does not invent a number and it never guesses one.
• Anything it does not have a price for is flagged for you rather than filled in with something plausible.
• It goes out the same day, instead of on Sunday night when somebody finally gets round to it.
• The customer can read it, ask a question about it and accept it without having to phone anybody.
• You can see which quotes were opened and which were never looked at, which tells you who to ring.

What you have to do: Give us your price list and your terms. Check the first handful of quotes before they go out. After that, only the ones it flags.

What it is built to do

• Every conversation ends with a next step and a date on it. Nothing is left as "I'll give him a ring sometime".
• When the date arrives, the message goes. It does not depend on anybody being in a good mood that morning.
• A quote that has gone quiet is chased twice, worded differently the second time, and then closed off honestly.
• Some work comes round again: a service, a filter, a legal inspection, an annual check. It is diaried the day the job finishes.
• A customer nobody has spoken to in a year gets a reason to call, not a marketing email.
• When somebody replies, it goes straight into the same thread as the original call. No archaeology.

What you have to do: Nothing. This is the part you stop doing.

atum · follow-ups

This is not a dashboard bolted on at the end. It is the part that makes the pricing honest, so it is built first and it is built properly.

What it is built to do

• Every call, message and web form is logged with the time it arrived and where it came from.
• When one of them turns into a booked job, the job is tied back to it.
• When the job is invoiced, the amount is tied back too.
• At the end of the month you get one list. You can open any line and read the original conversation that started it.
• The same list is what the revenue share is calculated on. Both of us look at the same page. If a job is not on it, it is not billed.
• If we disagree about a line, the recording of the call is right there. Arguments about attribution end in about ninety seconds.

What you have to do: Tell us when a job has been invoiced, or let us read it out of whatever you already use to invoice.