One truck. One operator. Every job that rings is one the owner has to personally answer, quote, dispatch, and complete. When you're under a vehicle or behind the wheel of a loaded flatbed, you can't answer your phone.
Every missed call in the towing market is a defection. The customer calls the next number in the list. There is no callback window — the job is either booked in the next 60 seconds or it goes to a competitor. N&M was losing a measurable slice of inbound revenue to voicemail every single day.
On the review side: the work was good, customers were satisfied, but nobody was asking for the review. Google Maps ranking in the towing category is almost entirely driven by review count and velocity. Without a system to ask after every tow, the count grew slowly while competitors who automated the ask compounded ahead.
A dedicated page wired to the tracked phone number. Every call — answered or missed — becomes a logged lead in the CRM. No call falls off the record.
When a call goes unanswered, an automatic SMS fires within 60 seconds in the owner's voice: 'Hey, caught your call — what do you need towed? I'll get right back to you.' The lead is captured before the customer dials the next number.
Every completed job triggers a review request the following morning — a direct link to the Google review page, no friction. The ask runs automatically on every closed job.
Every inbound call is tracked as a lead from first contact to close or disqualification. Recovery rate and source attribution visible in a single dashboard.
27% of previously missed calls are now recovered — leads that would have gone to a competitor's voicemail are now in the pipeline within 60 seconds of the missed call.
The review request cadence is running on every completed job. The compounding effect on Map Pack ranking plays out over months, not weeks.
First booked appointment from the system arrived within 30 days of go-live. The system paid for itself before the first monthly bill.