Client Overview

Mr. Rooter Plumbing of Ottawa serves Canada's capital region as part of North America's largest plumbing franchise network. Operating across 42 Ottawa postal codes and 9 Quebec service areas, the franchise handles everything from emergency drain cleaning to $15,000+ sewer line replacements.

The Challenge: $180K+ Annual Revenue Leakage

Like most service businesses, Mr. Rooter Ottawa faced a critical gap in their customer capture process:

  • 50-100 calls went to voicemail weekly, primarily after hours and during peak periods
  • 85% of callers never called back after reaching voicemail—they immediately contacted competitors
  • Emergency calls during evenings and weekends represented the highest-value opportunities
  • Staff capacity constraints meant adding call volume required hiring additional team members

The financial impact was significant: At an average ticket value of $1,500-$1,800 and industry-standard 40% booking rates, unanswered calls represented approximately $180,000 in annual lost revenue.

More concerning: after-hours callers demonstrate 2.3x higher purchase intent than business-hours leads. Weekend emergency calls—which comprised much of the missed volume—convert at 50% higher rates simply because customers are urgent and less price-sensitive.

The Solution: AI Voice Agent Integrated with ServiceTitan CRM

KiDaFlow deployed a 24/7 AI voice agent that answers every call in under 2 seconds, providing the same professional service customers expect from Mr. Rooter's team—but without capacity constraints.

What the System Does

Immediate Response

  • Answers in <2 seconds with natural conversation flow
  • Handles bilingual inquiries (English/French)
  • Provides pricing estimates for 50+ service categories

Intelligent Routing

  • Books appointments directly into ServiceTitan calendar
  • Checks customer history automatically
  • Escalates true emergencies to live technicians
  • Handles FAQs while prioritizing customers in need

Business Intelligence

  • Records all calls for quality assurance
  • Tracks sentiment analysis (98.7% positive over 3 months)
  • Provides comprehensive analytics via GoHighLevel dashboard
  • Enables data-driven optimization of call handling

Integration Architecture

ServiceTitan CRM ↔ Zapier ↔ GoHighLevel ↔ AI Voice Agent (Retell AI + ElevenLabs)

Implementation Timeline: 6 weeks from contract to full deployment (August 2025)