For Service Businesses
Your Automated Sales Department contacts every lead in seconds, follows up until they respond, and holds your team accountable—so no opportunity slips through.
If you contact a lead in the first minute, you catch them while they're still at their computer, still thinking about their problem, still ready to talk.
Wait an hour? They've moved on. They've filled out a competitor's form. They've forgotten why they reached out. Your lead is cold before your team even sees it.
This isn't about working harder. It's about physics. Humans can't monitor forms 24/7. Humans can't call within 60 seconds every time. Systems can.
Indexed to 1-hour baseline. Source: Lead Response Management Study
The Full Stack Quick Diagnosis
8 layers to the customer story. Remove one and revenue leaks out.
Most businesses have 2 or 3 of these. Click the problems you recognize to see where yours is leaking.
You don't need 8 different tools. You need one system that solves all 8.
That's what we built.
How It Works
Most tools fix one problem. Reply Stats is a complete sales department that handles leads, appointments, and your entire database.
Instant contact within 60 seconds. AI calls, texts, and emails until they respond or book.
Confirmations, reminders, and no-show recovery. Cut no-shows by 50%.
Win-backs, upsells, referrals. Revenue from contacts you already paid for.
Select an engine to see the full breakdown
Lead comes in at 3pm. Your rep is on another call. By the time they dial at 4:30pm, that lead already talked to someone else. That's not a sales problem. That's a systems problem.
They're not. They're symptoms of follow-up that depends on humans remembering to do it.
You pay for a lead at 3pm. Your rep is on another call. By the time they get to it at 4:30pm, the lead already talked to your competitor. Reply Stats calls within seconds of entry. No delay. No waiting. No lost opportunities.
One rep is aggressive. Another gives up after one attempt. Results are all over the place. Reply Stats enforces the same process for every lead, every time. Your best follow-up sequence runs whether your A-player or your new hire is working.
Sticky notes. Spreadsheets. "I thought you called them." Leads disappear into the void. Reply Stats tracks every lead in a pipeline you can see. Nothing gets lost. Nothing gets forgotten. Every lead has a status and a next action.
Are they making calls or scrolling their phone? You don't know unless you stand over them. Reply Stats shows exactly where every lead is, how long they've been there, and what happened. You see who's working and who's not—without micromanaging.
Lead comes in at 9pm Friday. Nobody touches it until Monday 10am. That's 60+ hours of cooling off. Reply Stats works nights, weekends, and holidays. A lead at 2am gets the same treatment as a lead at 2pm.
You spend $50 per lead. Your team attempts contact once, maybe twice, then moves on. You're lighting money on fire. Reply Stats does up to 12 attempts per campaign, across 25 campaigns if needed. Every lead gets fully worked before you give up.
You dominate lead sources others abandon as "bad quality." The leads weren't bad—their follow-up was slow. You catch prospects while they're still at their computer thinking about your service. They haven't had time to fill out your competitor's form yet.
The system runs 24/7. It never calls in sick. It never forgets to follow up. It treats every lead the same way, every single time.
When someone fills out a form or clicks your ad, the system takes over. It calls them, texts them, and emails them—all within seconds. Your competitor is still reading the notification.
Most businesses quit after 2 attempts. Top performers do 8-12. This system runs up to 12 automated attempts per campaign—and you have 25 campaigns to chain together for up to 300 total touches before giving up.
Active Pipeline shows leads ready to be contacted right now. Waiting Pipeline holds leads in timer delays—invisible to reps until their timer expires. No clutter. No confusion. Nothing falls through cracks.
Stop guessing. Run 5, 10, or 25 variations at once. Split your leads. After 30 days, the data tells you exactly which version wins.
Split your leads 20% each. After 30 days, you know exactly which approach books more appointments. Roll out the winner everywhere.
Every problem you've accepted as "just how sales works" becomes systematically impossible.
| Before Reply Stats | After Reply Stats |
|---|---|
| Leads go cold while reps are busy | Every lead contacted in seconds |
| Follow-up depends on who's working | Same process runs for every lead, every time |
| Leads fall through cracks | Every lead tracked with visible status |
| Can't tell if team is working | Full visibility into pipeline and activity |
| Sick days = dead leads | System works regardless of who shows up |
| After-hours leads die overnight | 24/7 coverage, no gaps |
| Guessing what works | Data on every attempt, campaign, and outcome |
| Wasted ad spend on unworked leads | Every lead gets fully worked |
First-order benefits are obvious. Second and third-order effects compound over time.
Lead gets a call/text within seconds of submitting their info.
Every lead gets the same sequence of calls, texts, and emails regardless of who's working.
Leads that come in at night/weekends get immediate follow-up.
Leads get up to 12 attempts across multiple channels before being marked dead.
A lead that waits 30 minutes is 21× less likely to convert than one contacted in 5 minutes. Here's what that gap costs you.
The default. How most businesses operate.
Leads wait until a rep finishes their current task. Average: 47 minutes. By then, they've called your competitor.
Your best rep does 6 attempts. Your worst does 1. Most leads get 2.3 attempts before being abandoned.
9pm lead? Dead until morning. Weekend lead? Dead until Monday. 60+ hours of cooling off.
You think they're following up. You can't prove it. Leads disappear into CRM graveyards.
Automated. Instant. Relentless.
Lead enters. AI calls. SMS fires. Email sends. Before they close the browser tab.
Same proven sequence for every lead. Phone, SMS, email. 25 campaigns × 12 attempts = 300 possible touchpoints.
9pm lead gets contacted at 9pm. Weekend lead gets worked on Saturday. No gaps. Ever.
Know exactly what happened. Who responded. Why they didn't. Data on every attempt, every outcome.
You did the hard part. You got them to book. Now they forget, cancel, or no-show — and there's nothing systematic stopping it. The Booked Appointment Engine runs 20 automated actions across the entire appointment lifecycle.
They're not. They're symptoms of not having a systematic appointment protection system.
No strategic reminder sequence. Just one text you hope they see. They don't.
They didn't show up. Maybe someone called once. Maybe not. Either way, they're gone.
You ask once. They ignore it. You meant to follow up but got busy. They cancel with zero friction.
They book. You confirm. Then... nothing. For 7-14 days, you're absent. No value-building. No investment.
A Botox appointment isn't a consultation. But everyone gets the same bland reminder.
Send reminders. Chase deposits. Follow up on no-shows. It's all supposed to happen. But things slip.
The Booked Appointment Engine handles everything from the moment someone books until the appointment is complete — or until a no-show is recovered. 5 categories × 20 actions = 100 unique message configurations.
Instant acknowledgment with booking details, expectations, and next steps.
Strategic 3-touch sequence: 24 hours, morning-of, and hours-before.
Daily value-building content from D7 to D1. Create psychological investment.
3-touch payment sequence: immediate, 48hr, 24hr. Skin in the game.
5-attempt rescue sequence. Understanding tone first, escalating urgency.
Instant confirmation when appointments move. Clean transition.
Every appointment follows the same systematic path. No manual intervention.
System identifies appointment type and assigns to the appropriate category (1-5). Each category has completely independent messaging.
Instant SMS, email, and/or AI call with booking details. Professional first impression.
If enabled, payment collection begins. Immediate request, then 48hr and 24hr follow-ups if unpaid.
Daily value-building content from D7 through D1. Educate, excite, create anticipation.
Strategic 3-touch reminder sequence: 24 hours before, morning-of, and X hours before.
If they show up: done. If they don't: 5-attempt recovery sequence begins automatically. 20-40% get rescheduled.
Every leaky bucket in your appointment process gets plugged. Systematically.
| Before | After |
|---|---|
| People book and forget | Strategic reminders at optimal intervals |
| No-shows are lost revenue | 5-attempt recovery brings 20-40% back |
| Deposits require manual chasing | Automatic 3-touch collection sequence |
| Radio silence before appointments | 7-day value-building drip sequence |
| Generic messages for all appointment types | Category-specific messaging (5 categories) |
| Staff manually sends reminders | 100% automated, 0% staff effort |
| Rescheduling creates confusion | Automatic confirmation of new details |
| No idea what messages work | Full tracking: opens, clicks, replies per action |
Every systematic touchpoint creates a chain reaction that extends far beyond the immediate action.
They receive reminders at 24hr, morning, and hours-before.
Daily value-building content leading up to appointment.
Persistent 3-touch payment sequence without manual chasing.
5-attempt rescue sequence with escalating urgency.
The average no-show rate without a system is 20-30%. That's not a people problem—it's a process problem. Here's the difference.
The default. How most businesses operate.
Staff sends a quick message. Sometimes. Details might be wrong. Patient isn't sure what to expect.
Busy day? Reminders slip. Front desk is overwhelmed. Patient booked 10 days ago—now they forgot.
You ask once. They ignore it. You forget to follow up. Last-minute cancellation. Wasted slot.
They didn't show. Oh well. Maybe they'll call back. (They won't.)
Confirmation to completion. Automated.
SMS, email, AI call. Date, time, location, prep instructions. They know exactly what's happening.
Strategic sequence at optimal intervals. Plus 7-day drip building anticipation. They can't forget.
Persistent, professional collection sequence. Financial commitment = psychological commitment.
Understanding tone first, urgency escalates. 20-40% of no-shows get recovered. Revenue saved.
Every past customer, every quote that went cold, every "not right now" sitting in your CRM represents revenue you've already paid to acquire. Active Campaigns puts them back in play.
They're not. They're symptoms of not having a systematic way to work your database beyond new leads.
They bought once. You meant to follow up. Six months later, they're with a competitor because you never reached out.
You sent the quote. They said they'd "think about it." Your rep maybe followed up once. Now it's three weeks later.
You send an email. Some people open it. There's no follow-up sequence, no phone calls. You leave 80% on the table.
Customers who haven't been back in 6+ months? They're just gone. You've accepted this as normal. It's not.
Onboarding sequences, document collection, payment reminders — someone's supposed to remember. They don't.
Is the discount offer better than the value pitch? You're guessing. You have no system to run controlled tests.
Your new lead follow-up system works beautifully. AI calls fire. SMS sequences run. But the moment a lead doesn't convert immediately? The moment a customer finishes a job? They fall into a black hole.
The same weapons you use for new lead follow-up — AI calling, SMS, email, multi-attempt sequences — deployed for everything else.
You're not locked into one trigger. Active Campaigns fires from whatever business event you define — giving you surgical control over when outreach happens.
Each campaign runs its own multi-touch sequence. AI calls. SMS. Email. Power dialer. Manual call lists. All configurable per attempt, with exact timing control.
Not just one use case. Every use case. 5 Plans × 5 Message Sets = 25 independent campaigns running simultaneously.
Every problem you've accepted as normal becomes systematically solved.
| Before Active Campaigns | After Active Campaigns |
|---|---|
| Only new leads get systematic follow-up | Every campaign type gets systematic execution |
| Quotes sit until someone remembers | Automatic multi-touch quote follow-up sequence |
| Past customers disappear forever | Automated win-back and upsell campaigns |
| Promos are manual one-and-done blasts | Multi-touch promotional sequences with AI calling |
| Can't run multiple campaign types at once | 25 independent campaigns running simultaneously |
| AI calling only for new leads | AI calling for every campaign type |
| No way to A/B test non-lead campaigns | 25 slots to test any campaign approach |
| Operational follow-ups are manual | Automated onboarding, collections, reminders |
First-order benefits are obvious. Second and third-order effects compound over time.
Old leads and past customers receive systematic outreach. Some respond.
You run promotional, upsell, cross-sell, and referral campaigns simultaneously.
Every touchpoint tracked. Every campaign measured. A/B testing at scale.
Onboarding, collections, reminders run automatically. Nothing falls through cracks.
You have a system for new leads. What about everything else? Win-backs, upsells, promos, referrals—that's where the easy money is.
The default. How most businesses operate.
They bought 8 months ago. You haven't talked since. Competitor sends a promo. They switch.
Send once. Maybe follow up. No sequence. No persistence. Most people miss it entirely.
Thousands of contacts who never converted. Too much work to re-engage. They just... sit there.
Happy customer? Maybe someone remembers to ask for a referral. Usually they don't.
Unlimited campaigns. Any trigger. Any contact.
Past customers get multi-touch sequences. 7 attempts across SMS, email, AI calls. They remember you exist.
Not one blast. A real campaign. Multiple touches, multiple channels, trackable results. 25 campaigns available.
Bulk trigger campaigns. "Not right now" becomes "right now" 6 months later. Mine your existing database.
Post-service trigger fires referral request campaign. Same contact, unlimited campaigns over their lifetime.
The lead submitted. They were ready. By the time your rep called back, they'd already booked with the competitor who answered in 60 seconds.
They're comparing options. Picked you because reviews looked good. Ready to talk right now.
Their system triggered instantly. AI called in 60 seconds. Lead answered. Appointment booked.
Busy earlier. Lunch ran long. 96 minutes later. No answer. Voicemail. Move on. Never call back.
Your $47 lead bought someone else a customer. Lead thinks you didn't want their business.
System fires within seconds. Text, email, AI call—you configure which. Your competitor is reading the notification while your system already made contact.
Rep doesn't call in 15 minutes? AI takes over automatically. Lead never knows a human dropped the ball.
Most reps give up after 2. System does up to 12 per campaign—calls, texts, emails. Every lead fully worked.
The appointment was on the calendar. They meant to show up. But you never reminded them, never confirmed, never gave them a reason to prioritize you. 30% no-show rate. Every week.
Lead scheduled for Thursday at 10am. Excited. Ready to move forward. Put it in their phone.
No confirmation. No reminder. No value. The appointment fades into their busy week.
Emergency comes up. Can't make it. Means to call but forgets. Feels bad. Never reschedules.
Your team waited. Slot wasted. No reschedule attempted. Lead gone forever. Repeat 3x this week.
The moment they book: confirmation text, email, calendar invite. Strategic reminders at 48hrs, 24hrs, and 2hrs.
Missed appointment? System fires immediately. "We noticed you couldn't make it—here's a link to reschedule."
Value-add content between booking and appointment. FAQs, testimonials, what to expect. They show up ready.
They bought from you. They were happy. Then you never talked to them again. Now they're buying from your competitor—not because they're better, but because they stayed in touch.
Customer bought. Loved the service. Told you they'd refer friends. Meant it at the time.
No follow-up. No check-in. No upsell. They slowly forgot who you were and what you did.
They need your service again. Can't remember your name. Searches Google. Finds competitor.
Your best customer is now their best customer. Zero acquisition cost to them. Infinite loss to you.
Customers who haven't bought in 6/12/18 months automatically get reactivation sequences. "We miss you" with value.
Bought service A? They probably need service B. System identifies cross-sell opportunities automatically.
Happy customers get automated referral asks at strategic moments. They wanted to refer. You just never asked.
Data Intelligence Platform
Your CRM tracks contacts. We track the entire decision journey—every trigger, every touchpoint, every disposition with reason codes. One system that makes every downstream question answerable.
How much money am I making—and where is it going? Real-time revenue, costs, and profit across all channels.
Your only number that matters. Revenue minus all costs, updated live. Stop guessing if marketing is working.
Not cost per lead—cost per actual appointment on the calendar. All costs included: ads, agency, software, telephony.
| Source | Spend | Leads | Bookings | CPL | True CPB | Verdict |
|---|---|---|---|---|---|---|
| Google Brand | $8,420 | 312 | 89 | $27 | $95 | Scale ↑ |
| LSA | $6,180 | 247 | 62 | $25 | $100 | Maintain |
| $12,340 | 1,024 | 47 | $12 | $263 | Evaluate | |
| Yelp | $4,800 | 156 | 11 | $31 | $436 | Kill ✗ |
What's your pipeline actually worth? Probability-weighted revenue forecast based on stage and historical close rates.
| Stage | Deals | Raw Value | Close % | Weighted |
|---|---|---|---|---|
| New Lead | 247 | $98,800 | 12% | $11,856 |
| Contacted | 89 | $71,200 | 28% | $19,936 |
| Qualified | 47 | $56,400 | 52% | $29,328 |
| Proposal Sent | 31 | $57,600 | 78% | $44,928 |
Daily, weekly, monthly revenue with trend lines. Spot patterns before they become problems.
Revenue booked isn't cash collected. Track days-to-payment and AR aging to manage actual cashflow.
| AR Aging | Amount | Invoices | Collection % |
|---|---|---|---|
| Current (0-15 days) | $7,240 | 18 | 94% |
| 16-30 Days | $1,890 | 6 | 78% |
| 31-60 Days | $2,140 | 4 | 52% |
| 60+ Days | $1,060 | 3 | 23% |
30/60/90 day revenue projection based on pipeline, seasonality, and historical conversion patterns.
Deposits collected vs. appointments booked. The correlation between skin-in-the-game and show rates.
| Deposit Status | Bookings | Show Rate | Avg Job Value |
|---|---|---|---|
| $50+ Deposit | 89 | 94% | $420 |
| $1-$49 Deposit | 47 | 78% | $380 |
| No Deposit | 124 | 54% | $340 |
Revenue that walked out the door. Track refunds by source, reason, and timing to fix the leak.
| Refund Reason | Count | Amount | Top Source |
|---|---|---|---|
| Service Quality | 8 | $2,140 | |
| Changed Mind | 5 | $1,240 | LSA |
| Pricing Dispute | 3 | $900 | Yelp |
Find the waste. Every tool, fee, and hidden cost dragging down your margins.
Every tool you're paying for. Usage vs. spend. Find the bloat that's eating your margin.
| Tool | Monthly Cost | Usage | Cost/Use | Status |
|---|---|---|---|---|
| ReplyStats | $497 | Daily | $16/day | Essential |
| GHL CRM | $297 | Daily | $10/day | Core |
| Zapier | $89 | Daily | $3/day | Active |
| Old Scheduling Tool | $149 | 2x/month | $75/use | Evaluate |
| Forgotten Email Tool | $79 | Never | ∞ | Cancel |
SMS, voice, and call costs broken down by campaign, rep, and lead source. Find who's burning phone budget.
| Campaign | Messages | Minutes | Cost | Cost/Book |
|---|---|---|---|---|
| New Lead Follow-Up | 12,400 | 2,140 | $687 | $6.24 |
| Appointment Reminders | 4,200 | 890 | $234 | $1.42 |
| Reactivation | 8,900 | 1,240 | $412 | $18.72 |
| Old Database Blast | 6,400 | 2,890 | $514 | $51.40 |
What you're paying agencies vs. what they're actually producing. Hold them accountable with data.
| Channel | Spend | Revenue | ROAS | Verdict |
|---|---|---|---|---|
| Google (Agency) | $18,200 | $98,400 | 5.4x | Keep |
| Facebook (Agency) | $10,200 | $29,400 | 2.9x | Question |
Leads that never got worked. Appointments that never got confirmed. Money left on the table.
| Waste Type | Count | Est. Value Lost |
|---|---|---|
| Never Contacted (>48h) | 67 | $4,020 |
| Sequence Stopped Early | 43 | $2,580 |
| Duplicate Leads | 28 | $1,400 |
| No Reminder Sent | 9 | $420 |
Fully-loaded cost per rep including salary, tools, leads, and overhead allocation. Know your true cost of sales.
| Rep | Comp | Lead Cost | Total Cost | Revenue | ROI |
|---|---|---|---|---|---|
| Sarah M. | $6,200 | $2,400 | $8,600 | $47,200 | 5.5x |
| Mike T. | $5,800 | $2,400 | $8,200 | $38,400 | 4.7x |
| David L. | $4,200 | $2,400 | $6,600 | $21,600 | 3.3x |
| Jen K. | $4,000 | $2,400 | $6,400 | $12,800 | 2.0x |
Which services are actually profitable after all costs? Some jobs look good but eat margin.
| Service | Avg Revenue | Acq. Cost | Margin | Margin % |
|---|---|---|---|---|
| Full System Install | $8,400 | $420 | $7,980 | 95% |
| Annual Maintenance | $1,200 | $85 | $1,115 | 93% |
| Repair Call | $340 | $95 | $245 | 72% |
| Diagnostic Only | $89 | $95 | -$6 | -7% |
Who's working overtime and why. Is OT generating revenue or just burning payroll?
| Rep | OT Hours | OT Cost | OT Revenue | ROI |
|---|---|---|---|---|
| Mike T. | 18 | $810 | $4,200 | 5.2x |
| Sarah M. | 12 | $540 | $2,800 | 5.2x |
| David L. | 17 | $765 | $1,400 | 1.8x |
What no-shows actually cost you including lost revenue, wasted ad spend, and rep time. The true impact.
| Cost Component | Amount |
|---|---|
| Lost Revenue (68 × $320 avg) | $21,760 |
| Wasted Ad Spend (68 × $28 CPL) | $1,904 |
| Rep Time Lost (68 × 12 min) | $816 |
What's happening right now. Active leads, today's schedule, real-time pipeline status.
See every lead moving through the system right now. Who's active, who's stuck, who needs immediate attention.
| Source | In Sequence | Hot | Stale | Avg Attempt |
|---|---|---|---|---|
| 89 | 14 | 3 | 2.4 | |
| 112 | 8 | 9 | 4.1 | |
| LSA | 46 | 12 | 6 | 1.8 |
All appointments today with confirmation status, show probability, and rep assignments. Know what's coming.
| Time | Customer | Service | Rep | Status |
|---|---|---|---|---|
| 9:00 AM | Johnson, M. | Full Install | Mike T. | ✓ Confirmed |
| 10:30 AM | Smith, R. | Repair | Sarah M. | ✓ Confirmed |
| 1:00 PM | Davis, K. | Diagnostic | David L. | ⚠ Unconfirmed |
| 3:30 PM | Wilson, T. | Repair | Jen K. | ⚠ High Risk |
Inbound calls waiting, average wait time, abandonment rate. Real-time queue management.
| Rep | Status | Current Call | Calls Today |
|---|---|---|---|
| Sarah M. | ● Available | — | 18 |
| Mike T. | ● On Call | 4:32 | 22 |
| David L. | ● On Call | 2:18 | 14 |
| Jen K. | ● Available | — | 11 |
How fast are leads getting worked? Real-time speed-to-lead tracking by source and rep.
| Source | Avg Response | Conv. Rate | Benchmark |
|---|---|---|---|
| Google Brand | 1:48 | 34% | ✓ On Target |
| LSA | 2:12 | 28% | ✓ On Target |
| 4:47 | 12% | Slow |
Is everything working? Delivery rates, integration status, error tracking, compliance.
Are your messages actually getting delivered? SMS, email, and call connect rates across all campaigns.
| Channel | Sent | Delivered | Rate | Trend |
|---|---|---|---|---|
| SMS | 4,247 | 4,171 | 98.2% | → Stable |
| 2,890 | 2,737 | 94.7% | → Stable | |
| Calls | 1,420 | 1,240 | 87.3% | ↓ Declining |
All connected systems and their health. API status, sync frequency, last successful connection.
| Integration | Status | Last Sync | Errors (24h) |
|---|---|---|---|
| GHL CRM | ● Connected | 2 min ago | 0 |
| Google Ads | ● Connected | 15 min ago | 0 |
| Facebook Ads | ● Connected | 18 min ago | 2 |
| QuickBooks | ● Delayed | 4 hours ago | 8 |
| Calendar Sync | ● Error | 12 hours ago | 24 |
Failed messages, bounced emails, dropped calls. See what's breaking and why.
| Error Type | Count | Severity | Impact |
|---|---|---|---|
| SMS Delivery Failed | 12 | Critical | 12 leads missed |
| Email Bounced | 18 | Warning | Bad email data |
| Call No Answer | 26 | Info | Normal behavior |
DNC violations, opt-out rates, TCPA compliance, calling hours enforcement. Stay legal.
| Campaign | Messages | Opt-Outs | Rate | Status |
|---|---|---|---|---|
| New Lead F/U | 2,400 | 24 | 1.0% | Healthy |
| Appointment Remind | 1,800 | 9 | 0.5% | Healthy |
| Reactivation | 1,400 | 52 | 3.7% | Watch |
| Old Database | 800 | 42 | 5.3% | Review |
Who's performing—and who's costing me money? Activity vs. effectiveness by rep.
Who's producing and who isn't. Ranked by the only metric that matters: revenue closed.
Mike makes 80 calls a day. Sarah makes 40. Who's better? Activity doesn't equal effectiveness.
Same leads, different results. Which reps convert and which ones burn leads?
| Rep | Leads | Bookings | Rate | vs. Avg | Trend |
|---|---|---|---|---|---|
| Sarah M. | 124 | 42 | 34% | +9% | ↑ Improving |
| David L. | 118 | 34 | 29% | +4% | → Stable |
| Mike T. | 132 | 33 | 25% | 0% | → Stable |
| Jen K. | 126 | 18 | 14% | -11% | ↓ Declining |
How fast does each rep respond? The correlation between response time and close rate.
| Rep | Avg Response | <5 Min % | Close Rate | Status |
|---|---|---|---|---|
| Sarah M. | 1:42 | 94% | 34% | Excellent |
| Mike T. | 3:18 | 78% | 25% | Good |
| David L. | 5:47 | 62% | 29% | Needs Work |
| Jen K. | 8:24 | 41% | 14% | Critical |
Is work distributed fairly? Lead assignment balance, activity volume, capacity planning.
Who's getting the leads? Fair distribution or favorite playing? See if your best reps are getting starved while underperformers get fed.
| Rep | Leads Assigned | Avg Quality | Google % | Balance |
|---|---|---|---|---|
| Sarah M. | 124 | 7.8 | 34% | Fair |
| Mike T. | 132 | 7.4 | 28% | Fair |
| David L. | 118 | 6.2 | 18% | Under-indexed |
| Jen K. | 126 | 5.8 | 12% | Poor Quality |
Calls, emails, texts per rep per day. Who's working and who's coasting?
| Rep | Calls | Emails | Texts | Total/Day | Trend |
|---|---|---|---|---|---|
| Sarah M. | 42 | 28 | 67 | 137 | → Stable |
| Mike T. | 78 | 34 | 89 | 201 | ↑ +12% |
| David L. | 38 | 22 | 54 | 114 | → Stable |
| Jen K. | 51 | 18 | 42 | 111 | ↓ -18% |
Current capacity vs. lead volume. Do you need more reps or better reps?
Are reps doing what they're supposed to? Missed callbacks, SLA violations, follow-up compliance.
Callbacks that were promised but never made. Every missed callback is money walking out the door.
| Rep | Scheduled | Completed | Missed | Rate |
|---|---|---|---|---|
| Sarah M. | 24 | 23 | 1 | 96% |
| Mike T. | 28 | 24 | 4 | 86% |
| David L. | 19 | 14 | 5 | 74% |
| Jen K. | 18 | 10 | 8 | 56% |
Response time commitments that were broken. By rep, by source, by time of day.
| Rep | Leads | Violations | SLA % | Worst Time |
|---|---|---|---|---|
| Sarah M. | 78 | 3 | 96% | Lunch (12-1) |
| Mike T. | 84 | 9 | 89% | Morning (8-9) |
| David L. | 76 | 14 | 82% | Afternoon (4-5) |
| Jen K. | 74 | 19 | 74% | All day |
Are reps completing sequences or dropping off? Leads that don't get all attempts are leads that don't convert.
| Rep | Started | Completed | Rate | Avg Drop Point |
|---|---|---|---|---|
| Sarah M. | 124 | 118 | 95% | Touch 11 |
| Mike T. | 132 | 119 | 90% | Touch 9 |
| David L. | 118 | 94 | 80% | Touch 7 |
| Jen K. | 126 | 76 | 60% | Touch 4 |
Where does each rep need help? Skill gaps, objection patterns, improvement tracking.
Where is each rep weak? Objection handling, closing, qualifying—pinpoint the exact skill gap to coach.
| Rep | Contact | Qualify | Present | Close | Gap |
|---|---|---|---|---|---|
| Sarah M. | A | A | A | A | None |
| Mike T. | A | B | B | C | Closing |
| David L. | B | A | C | B | Presenting |
| Jen K. | D | C | D | D | All Stages |
Which objections does each rep get most? "Price too high" means they need value training. "Need to think" means they're not creating urgency.
| Rep | Price | Timing | Competitor | Think It Over | Worst |
|---|---|---|---|---|---|
| Sarah M. | 12% | 8% | 5% | 10% | — |
| Mike T. | 34% | 12% | 8% | 18% | Price |
| David L. | 15% | 14% | 6% | 32% | Think It Over |
| Jen K. | 28% | 24% | 12% | 31% | All High |
Is coaching working? Before/after metrics by rep post-training. Track 30/60/90 day improvement.
| Rep | Training | Before | After | Change | Verdict |
|---|---|---|---|---|---|
| Mike T. | Price Objection | 34% | 22% | -12% | Working |
| David L. | Urgency/Close | 32% | 24% | -8% | Working |
| Jen K. | Full Sales | 14% | 12% | -2% | Not Improving |
What's working—and what should I change? The rhythm of outreach that converts.
Which attempt number converts? Stop wasting time on attempts that never work. The data shows when to persist and when to quit.
How many touches before diminishing returns? It's different by source—Google needs fewer than Facebook.
| Source | Current | Optimal | Conv at Optimal | Action |
|---|---|---|---|---|
| Google Brand | 12 | 6 | 94% of max | Shorten |
| LSA | 8 | 8 | 97% of max | Keep |
| 8 | 12 | 78% of max | Extend | |
| Referrals | 6 | 4 | 96% of max | Shorten |
Response rates by attempt. When do leads stop engaging? The decay curve tells you when you've lost them.
SMS then call? Call then email? Which sequence order wins? The right channel at the right time matters.
| Attempt | Best Channel | Response Rate | vs. Alt |
|---|---|---|---|
| 1 (Immediate) | 📱 SMS | 24% | +8% vs call |
| 2 (5 min) | 📞 Call | 18% | +6% vs SMS |
| 3 (1 hour) | 📱 SMS | 12% | +3% vs email |
| 4 (Day 2) | 8% | +2% vs SMS | |
| 5 (Day 3) | 📞 Call | 6% | +4% vs email |
The words that work. A/B test results, message leaderboards, tone analysis.
Which message variations win? Statistical significance testing on all experiments. Stop guessing, start knowing.
| Test | Control | Variant | Lift | Confidence | Action |
|---|---|---|---|---|---|
| SMS Opener | 4.2% | 6.8% | +62% | 97% | Deploy |
| Email Subject | 18% | 21% | +17% | 82% | Continue |
| VM Script | 3.1% | 2.4% | -23% | 91% | Kill |
Ranked by conversion: which specific messages drive the most bookings? Your top performers vs. bottom performers.
Urgent vs. friendly vs. professional. Which tone converts for which source and attempt?
| Source | Urgent | Friendly | Professional | Best |
|---|---|---|---|---|
| Google Brand | 6.2% | 5.1% | 7.8% | Professional |
| 3.4% | 5.8% | 4.2% | Friendly | |
| LSA | 8.4% | 6.2% | 7.1% | Urgent |
| Referral | 4.8% | 9.2% | 6.4% | Friendly |
Does using their name help? Dynamic fields vs. generic messages. The ROI of personalization.
| Personalization | Generic | With Field | Lift |
|---|---|---|---|
| First Name | 4.2% | 5.8% | +38% |
| Service Requested | 4.2% | 6.4% | +52% |
| City/Location | 4.2% | 4.8% | +14% |
| All Fields (Over) | 4.2% | 3.9% | -7% |
When to strike. Response heatmaps, optimal spacing, time-to-conversion patterns.
Day of week × hour of day. When do leads actually respond? Schedule your outreach for maximum impact.
Minutes between attempt 1-2. Hours between 2-3. Days between 3-4. The perfect cadence timing.
| Gap | Current | Optimal | Impact |
|---|---|---|---|
| Attempt 1→2 | 30 min | 5 min | +24% response |
| Attempt 2→3 | 2 hours | 1 hour | +8% response |
| Attempt 3→4 | 24 hours | 24 hours | Optimal |
| Attempt 4→5 | 24 hours | 48 hours | -12% opt-out |
How long from first touch to booking? Distribution and outliers help set expectations and identify urgency.
Who gets credit? Campaign attribution, touchpoint contribution, experiment impact.
Which campaign drove the booking? First touch, last touch, and multi-touch models compared.
| Campaign | First Touch | Last Touch | Multi-Touch |
|---|---|---|---|
| Google Brand | $42,400 | $38,200 | $40,100 |
| Facebook Retarget | $8,200 | $18,400 | $12,800 |
| Email Nurture | $2,100 | $14,200 | $8,400 |
| Facebook Cold | $24,600 | $6,400 | $14,200 |
Which touchpoints assist vs. close? The full journey mapped to see what's actually driving conversions.
| Touchpoint | Appears In | As Opener | As Closer | Role |
|---|---|---|---|---|
| SMS #1 | 89% | 72% | 8% | Opener |
| Phone Call | 67% | 12% | 54% | Closer |
| 42% | 8% | 18% | Assist | |
| SMS #2 | 78% | 4% | 12% | Assist |
Did that test actually move the needle? Incremental lift measurement and holdout analysis.
| Experiment | Duration | Lift | Monthly $ | Status |
|---|---|---|---|---|
| 5-min follow-up | 30 days | +24% | +$8,400 | Deployed |
| Personal SMS opener | 21 days | +18% | +$6,200 | Deployed |
| Video in email | 14 days | +4% | +$1,400 | Testing |
| 10-touch sequence | 30 days | -8% | -$2,800 | Killed |
Where should I be spending my money? Lead quality analysis by source.
Each source has a quality profile. Contact rate, qualification rate, close rate—the full picture of what each source delivers.
| Source | Contact % | Qualify % | Close % | Score | Grade |
|---|---|---|---|---|---|
| Google Brand | 78% | 62% | 34% | 92 | A |
| Referrals | 89% | 71% | 42% | 96 | A+ |
| LSA | 72% | 54% | 28% | 78 | B |
| 54% | 32% | 14% | 48 | D | |
| Yelp | 42% | 28% | 8% | 32 | F |
Where do leads from each source drop out? The quality filter by stage reveals where bad leads break.
| Source | → Contact | → Qualify | → Book | → Close | Weak Point |
|---|---|---|---|---|---|
| Google Brand | 78% | 62% | 48% | 34% | — |
| LSA | 72% | 54% | 38% | 28% | Qualify |
| 54% | 32% | 22% | 14% | Qualify | |
| Yelp | 42% | 28% | 14% | 8% | Contact |
Which form fields predict quality? Job type, budget, timeline—the leading indicators that predict if a lead will close.
| Signal | Value | Close Rate | vs. Avg |
|---|---|---|---|
| Timeline | "This week" | 42% | +68% |
| Budget | ">$5,000" | 38% | +52% |
| Job Type | "Full system" | 34% | +36% |
| Timeline | "Just researching" | 4% | -84% |
| Budget | "<$500" | 6% | -76% |
The money math. True CPA, ROAS, and LTV by traffic source.
Cost per acquisition including all hidden costs. The real number, not the vanity metric your agency reports.
| Source | Ad Spend | Hidden | Customers | True CPA | Target |
|---|---|---|---|---|---|
| Google Brand | $8,420 | $1,240 | 68 | $142 | Under |
| LSA | $6,180 | $890 | 42 | $168 | On Target |
| $12,340 | $2,100 | 31 | $466 | Over | |
| Yelp | $4,800 | $720 | 7 | $789 | 3x Over |
Return on ad spend by channel, campaign, and ad set. Where's the money multiplying and where is it burning?
Lifetime value by acquisition source. Google leads vs. Facebook leads over time. Some sources attract better long-term customers.
| Source | First Sale | Repeat % | 12mo LTV | Referrals |
|---|---|---|---|---|
| Referrals | $420 | 48% | $892 | 1.4 |
| Google Brand | $380 | 34% | $724 | 0.8 |
| LSA | $340 | 28% | $582 | 0.4 |
| $280 | 12% | $342 | 0.1 |
The blockers. Wrong numbers, DNC violations, form drop-off by source.
Bad data by source. Which sources are sending garbage phone numbers? Bad data = wasted time and money.
| Source | Wrong # | Bad Email | Duplicates | Total Bad |
|---|---|---|---|---|
| Google Brand | 2% | 3% | 1% | 6% |
| LSA | 4% | 5% | 2% | 11% |
| 12% | 8% | 4% | 24% | |
| Yelp | 18% | 14% | 8% | 40% |
Which sources generate the most opt-outs? High opt-outs = low intent + compliance risk.
| Source | Leads | Opt-Outs | Rate | Risk |
|---|---|---|---|---|
| Google Brand | 312 | 6 | 1.9% | Low |
| LSA | 247 | 7 | 2.8% | Low |
| 1,024 | 52 | 5.1% | Medium | |
| Old Database | 840 | 68 | 8.1% | High |
Where do people abandon your forms? Field-level analysis reveals the friction killing your conversion rate.
| Field | Reached | Completed | Drop-Off |
|---|---|---|---|
| Name | 100% | 98% | 2% |
| Phone | 98% | 94% | 4% |
| 94% | 82% | 12% | |
| Address | 82% | 64% | 18% |
| Service Type | 64% | 62% | 2% |
The trends. Seasonal demand, competitor patterns, geographic performance.
When does demand spike? Historical patterns to plan spend and staffing ahead of the curve.
When you lose, who do you lose to? Competitor mention tracking reveals your market position.
| Competitor | Lost To | Main Reason | Avg Price Gap |
|---|---|---|---|
| ABC Services | 24 | Price | -15% |
| QuickFix Pro | 12 | Speed | +5% |
| Local Hero | 8 | Reviews | Same |
| DIY/No Sale | 18 | Budget | N/A |
Cost-per-click trends over time. Is your market getting more expensive? CPC inflation signals competitive pressure.
| Channel | CPC 6mo Ago | CPC Now | Change | Trend |
|---|---|---|---|---|
| Google Brand | $4.20 | $4.45 | +6% | Stable |
| Google Generic | $8.40 | $11.20 | +33% | Rising |
| LSA | $22 | $34 | +55% | Inflating |
| $1.80 | $2.10 | +17% | Rising |
Which zip codes convert? Where should you focus geo-targeting? Not all areas are created equal.
| Zip | Leads | Conv % | Avg Sale | Action |
|---|---|---|---|---|
| 90210 | 42 | 38% | $680 | Scale |
| 90024 | 38 | 34% | $520 | Scale |
| Zip | Leads | Conv % | Avg Sale | Action |
|---|---|---|---|---|
| 90001 | 89 | 8% | $240 | Exclude |
| 90002 | 67 | 6% | $280 | Exclude |
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System Comparison
Every business has a system. The question is whether it's designed—or accidental. Here's what the difference looks like at scale.
The default. How most businesses operate.
Leads wait in queue until a rep is free. Average: 47 minutes.
Best reps do 5-6 attempts. Others do 1-2. No one tracks.
11pm lead? Dead until 9am. Weekend? Monday.
You think they're following up. You can't prove it.
The Hidden Cost
$47K-$120K/year in lost conversions
Designed. Automated. Accountable.
Lead enters. System fires. Every single time.
Same sequence for every lead. Phone, SMS, email.
11pm lead gets contacted at 11pm. Every time.
Know exactly what happened. Who responded. Why they didn't.
The Investment
~$1,650/month