Case Study: PipeDreams Achieves 23% Higher Qualified Booking Rates with Lace

PipeDreams Saw Qualified Conversion Rates Surge 23% with Lace

Pipedreams, an aggregator of HVAC and plumbing service providers, faced a significant challenge after centralizing its call-handling operations. With 90% of its revenue coming from phone calls, the company struggled to score the productivity of its 25 CSRs handling 18,000 monthly calls. Factors like spam and unqualified requests made it difficult to determine the cause of poor performance, and manual call reviews were not a feasible solution. The vendor, Lace, provided a call center automation solution to address these issues.

By implementing Lace, Pipedreams gained complete and actionable insights into its call center operations. The solution provided real-time performance metrics and visibility into customer objections, empowering CSRs and fostering rapid improvement. The results were substantial: a 23% increase in qualified booking rates, one CSR achieving a 50% higher booking rate, and a 5.5x reduction in QA costs due to reduced manual review needs. Lace enabled data-driven decisions that significantly improved performance and streamlined operations.

Pipedreams

Dan Laufer

Chief Executive Officer