Call reporting for roofing and home services offices

What the daily brief shows

• new-lead calls and inspections booked, against the same day last week
• booking rate by customer service rep
• where leads came from, such as Google, the website, referrals or a yard sign, and how many of each booked
• contracts signed and their value, from your CRM or job management software
• missed calls, which ones were called back and which weren’t, in the order to return them

The brief is sized for a phone, so the owner can read it before the first crew rolls out.

Missed calls in the order to return them

The report reads each voicemail, if there is one, and ranks the missed calls by what’s at stake. In the sample brief for a roofing company, the first callback on the list was a voicemail about a tree limb through the roof and water in the kitchen. The second was a homeowner asking about an insurance claim after a hail storm, whose neighbor’s roof the company had already done. A caller who rang twice in 20 minutes without leaving a message made the list too.

Booking rate by rep

When one customer service rep books half their calls and another books a third, the transcripts usually show why. In the sample, one rep lost four of seven unbooked calls to "how much is a roof" before an inspection, while another answered the same question with the free inspection and a price range. The report puts the two side by side so it can be sorted out in a ten-minute huddle.

Lead sources that book

Most offices know how many calls each lead source sends. The report also shows how many of those calls booked an inspection, and if your CRM records job value, how much signed revenue each source produced. That’s the number to look at when deciding where to spend.

Works with the systems you use

The report reads from your phone system and your CRM or job management software. ServiceTitan can export the jobs and estimates it needs, and so can most roofing CRMs that export to a spreadsheet. If your phone system records calls and makes transcripts, the report quotes what callers said. If it only keeps a call log, you still get missed calls, callbacks and bookings.

Common questions

Does it work for other home services?

Yes. It works the same way for any office where homeowners call to book an inspection, estimate or service call, such as siding, windows, gutters, plumbing and remodeling.

Can it tell us which marketing is worth paying for?

It shows calls and bookings by lead source, which answers most of it. If your CRM records job value, it adds signed revenue by source.

What does it cost?

$395 a month for up to 5 people on the phones, month to month. Most roofing offices fit in that plan.