From fully manual operations to an automated business that serves more households with the same team.
The challenge
A water treatment and filtration distributor was running every part of their business manually. Quotes were written by hand and emailed as PDFs. Service reminders were never sent — customers were expected to self-manage their filter replacements. Leads from the website sat in an inbox until someone had time. Inventory was checked by walking the warehouse. The business had the capacity and the product range to serve significantly more households, but was bottlenecked by the team's time. Growth meant hiring, and margins couldn't support it.
What we built
We automated the full customer lifecycle — from first enquiry through to ongoing service and repeat purchase. The quoting process was replaced by an online configurator that generates a quote, emails it instantly, and follows up automatically. A service reminder engine was built to contact every installed customer at 6, 12, and 24 months with a one-click rebooking link. Lead nurture sequences now handle all new website enquiries automatically. The result: the team serves more homes without working more hours, and customers who might have ignored filter replacements are now prompted — and clean water reaches more households.
The approach
- 01
Process audit
Mapped the full customer journey from enquiry to installation to ongoing service. Found that 90% of staff time was consumed by tasks that were identical for every customer.
- 02
Quote automation
Built an online product configurator. Customer selects home size, water type, and requirements. System generates a quote and payment link, emails it within seconds. No staff time required for standard configurations.
- 03
Service reminder engine
Every installed customer enrolled in automated maintenance sequences. Filter replacement reminders sent at 6, 12, and 24 months with a direct rebooking link. Customers who don't rebook receive a 14-day follow-up.
- 04
Lead nurture sequences
New website enquiries receive an immediate acknowledgement, a personalised follow-up at 3 days based on their enquiry type, and a final check-in at 14 days. Conversion rate tripled.
- 05
Inventory visibility
Stock levels connected to sales data. Reorder alerts generated automatically when any product hits threshold. Stockouts eliminated since deployment.
“We were turning away customers because we didn't have the staff to handle them. Now we handle more with the same team — and customers are getting clean water who weren't before.”
Technologies used
Want results like these for your business?
We start with a free call to understand your workflows. Most projects have the first automation live within two weeks.