23% lift in monthly lead capture
A concrete contractor lost an estimated 15 to 20% of leads to voicemail. A voice agent on ServiceTitan and Twilio lifted monthly lead capture 23% in 60 days.
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Summary
- Client
- McCaslin Concrete Co
- Location
- Details to follow
- Modules
- Voice agent, Quote generation
- Integrations
- Twilio, ServiceTitan, DocuSign
- Timeline
- 4 weeks to first deploy
- Commitment and result
- Details to follow
A regional concrete contractor ($10M to $15M) was losing an estimated 15 to 20% of leads to voicemail. We put a Twilio voice agent on the phones, booking into ServiceTitan, then quote generation wired to the pricing engine and DocuSign. In 60 days, monthly lead capture rose 23%; standard-job quotes went from 2 to 3 days to under 4 hours.
What was the business?
A regional concrete contractor operating across the Midwest: residential and commercial flatwork, foundations, and decorative concrete. $10M to $15M in annual revenue, 60+ field crew, and a 4-person office staff.
What was broken
The client estimated they were losing 15 to 20% of inbound leads to voicemail after hours and at peak call times. Two CSRs handled every inbound call; in summer, hold times stretched past 2 minutes and abandonment spiked.
Quoting was entirely manual. An estimator drove to the site, measured, came back to the office, built the quote in Excel, and emailed it 2 to 3 days later. By then the homeowner had often signed with a faster competitor.
They had no systematic way to track which leads converted, which were lost to slow response, or what their true cost per acquisition was by channel.
What we built
Voice agent. Deployed into their existing phone system through Twilio and integrated with ServiceTitan dispatch. It handles after-hours calls, qualifies leads, books appointments directly on the dispatch board, and escalates emergencies to the on-call manager.
Quote generation. Connected to their pricing engine and DocuSign. For standard jobs (driveways, patios, sidewalks) the system generates a quote from intake data within 2 hours of the first call. Non-standard jobs still go to the estimator, with the data pre-filled.
Media pending
Media pending
How it went live
- Weeks 1 to 2: diagnosis. We audited the call flow, mapped the revenue leaks, and interviewed the CSRs and estimators.
- Weeks 3 to 4: architecture. We designed the ServiceTitan and Twilio integration and selected the modules.
- Weeks 5 to 8: voice agent deployment and testing in production.
- Weeks 9 to 12: quote generation module deployment.
- Month 4 onward: measurement and ongoing optimization.
The engagement started as a 90-day fractional AI leadership engagement for diagnosis and architecture, then moved to module deployments for the voice agent and quote generation. Ongoing support and optimization continue at a flat monthly rate.
The numbers
Monthly lead capture
- Before
- an estimated 15–20% of inbound leads lost to voicemail
- After
- +23%
- When
- Jan 2026
- Method
- Within 60 days of voice agent deployment, the client saw a 23% increase in monthly lead capture — leads that previously went to voicemail were now being qualified and booked automatically.
Quote turnaround on standard jobs
- Before
- 2–3 days
- After
- under 4 hours
- When
- Jan 2026
- Method
- Quote turnaround dropped from 2–3 days to under 4 hours for standard jobs, and close rates on those quotes improved by 15%.
Close rate on standard-job quotes
- Before
- not stated
- After
- +15%
- When
- Jan 2026
- Method
- Quote turnaround dropped from 2–3 days to under 4 hours for standard jobs, and close rates on those quotes improved by 15%.
Projected annual revenue lift
- Before
- an estimated $40K a month lost to voicemail
- After
- $480K
- When
- Jan 2026
- Method
- Details to follow
| Metric | Before | After | When | Method |
|---|---|---|---|---|
| Monthly lead capture | an estimated 15–20% of inbound leads lost to voicemail | +23% | Jan 2026 | Within 60 days of voice agent deployment, the client saw a 23% increase in monthly lead capture — leads that previously went to voicemail were now being qualified and booked automatically. |
| Quote turnaround on standard jobs | 2–3 days | under 4 hours | Jan 2026 | Quote turnaround dropped from 2–3 days to under 4 hours for standard jobs, and close rates on those quotes improved by 15%. |
| Close rate on standard-job quotes | not stated | +15% | Jan 2026 | Quote turnaround dropped from 2–3 days to under 4 hours for standard jobs, and close rates on those quotes improved by 15%. |
| Projected annual revenue lift | an estimated $40K a month lost to voicemail | $480K | Jan 2026 | Details to follow |
In the client's words
We knew we were losing calls. We didn't know it was $40K a month until [Plainbuilt] showed us the numbers.
The client's words were 'until TechExports showed us the numbers'. Plainbuilt is part of TechExports, and the same team did this work; the name in brackets is ours. McCaslin Concrete also rents Plainbuilt its office in Evansville.
What would we do differently?
We would have started with call recording analysis earlier in the diagnosis phase. We spent a week building the revenue leak map from scratch when the data was already sitting in their call tracking software. In contractor engagements since, we pull call recordings on day one.
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Common questions
What did Plainbuilt build for the regional concrete contractor?
Two modules. A voice agent, deployed into the existing phone system through Twilio and integrated with ServiceTitan dispatch, handles after-hours calls, qualifies leads, books appointments directly on the dispatch board, and escalates emergencies to the on-call manager. Quote generation, connected to the pricing engine and DocuSign, produces a quote for standard jobs (driveways, patios, sidewalks) from intake data within 2 hours of the first call; non-standard jobs still go to the estimator, with the data pre-filled.
Which systems does it connect to?
Twilio for the phone system, ServiceTitan for dispatch and booking, and DocuSign with the contractor's own pricing engine for the quotes.
How long did it take to go live?
The engagement started as a 90-day fractional AI leadership engagement: diagnosis in weeks 1 to 2 (the call flow audit, the revenue leak map, interviews with the CSRs and estimators) and architecture in weeks 3 to 4. The voice agent was deployed and tested in production in weeks 5 to 8, quote generation in weeks 9 to 12, and measurement and ongoing optimization continue from month 4 at a flat monthly rate.