How Homecraft Sets Sales Records with Convoso, Doubling Conversions and Revenue

HomeCraft Gutter Protection relies on its call center to drive demo appointments and sales across a growing number of states. After switching to Convoso, the team quickly increased performance and unlocked a new phase of growth.

Results after switching to Convoso

• Up to 2X increase in conversion rate

• Up to 2X in revenue

• 20X call volume increase

• Drastic improvements in lead efficiency and speed to lead

• Faster agent readiness and simplified training with dynamic scripting

• Improved TCPA compliance support and caller ID reputation management

Manual dialing was slowing everything down

HomeCraft already had a strong product and steady demand. The challenge was reaching leads quickly enough to turn interest into booked appointments.

Agents were using a manual dialer built into their CRM. It was slow and created a constant backlog where leads sat untouched for days. The team was stuck in what Executive Vice President Aaron Culbertson called a “rat race” to set appointments. Instead of converting leads, they were losing them to competitors. 

“We just weren’t able to capitalize on leads,” he said. “We would have leads that would sit there that hadn’t been touched in days—and that was only three or four days after the lead came in. They would get abandoned because we didn’t have the time or the ability to go back and redial them.”

High agent turnover made growth harder

Dialer issues weren’t the only problem. Culbertson said their call center was a constant revolving door, with high turnover creating headaches and morale issues—not to mention slowing down growth.

To continue expanding into new locations, HomeCraft needed to hire six to nine new agents. But they were already struggling to retain the team they had. Managers were spending most of their time recruiting, hiring, and training instead of focusing on performance and growth.

With that level of strain on the team, it was clear something had to change.

Results came fast with stronger dialing performance

After a chance meeting with Convoso, HomeCraft made the switch. The impact showed up immediately.

In the first week alone, Culbertson saw what he described as a “dramatic” shift. Once campaigns were up and running, conversions nearly doubled. Two things drove that change: stronger dialing performance and better caller ID reputation management.

Before Convoso, maintaining consistent caller ID performance had been a challenge. With that resolved, the team was able to work through large volumes of leads more effectively, including older records that had gone untouched.

Culbertson jokingly referred to these as the “lead cemetery.” 

“We had leads that were sitting there for a year or two years,” he said. “When we were able to dump them into Convoso and start calling, we joked and said, ‘There’s no way these people are going to answer the phone.’” 

But not only did many of those prospects pick up the phone, agents were able to set appointments with them. “We would never have been able to touch those if we didn’t have the Convoso system.”

The team’s call volume increased significantly, as did their ability to connect with leads and turn conversations into appointments. “Our ability to call those leads more frequently and connect more frequently is absolutely phenomenal. It’s changed our business,” Culbertson said.

Speed to lead gave HomeCraft a competitive edge

Before switching to Convoso, Culbertson and his team tested competitor response times. After submitting forms, they would often get a call back within 10 seconds. 

With their manual process, HomeCraft’s fastest response time was two to three minutes. That delay made it harder to connect first.

With Convoso’s lead management tools, HomeCraft can prioritize and contact high-intent leads within seconds, giving the team a real shot at reaching prospects first.

Culbertson credited that shift in speed to lead with helping them stay competitive and nearly double revenue.

“People don’t show up [to appointments] when you’re either the fourth or fifth person to set an appointment with them. [In a highly competitive space], the thing that makes us memorable is making that contact and getting out there first,” he said. 

“Convoso has definitely helped us as far as that speed to lead. We’ve been able to respond to a lead immediately.”

Proven scripts drive consistency, compliance, and faster onboarding

Convoso supports HomeCraft’s agents while they’re on the phone by guiding conversations in real time.

With dynamic scripting, HomeCraft can control the flow of each call and reinforce the language that drives results. Agents stay on track, follow proven talk paths, and use approved messaging that supports TCPA compliance.

“You will have agents that want to go off script or think that their way is better. The best part about it is we have the ability to set the script the way we want, and if they follow that, then they’ll be great,” Culbertson said.

That same structure also changed how the team approached hiring and growth.

With a clear foundation built into every call, new agents can get up to speed faster and perform more consistently. Instead of needing to constantly hire to keep up, HomeCraft was able to do more with the team they already had and focus on developing them.

“Convoso’s dynamic scripting allows our trainers to train and develop agents because the foundation is already in place for them when they sit down,” he said. “You’re able to get your agents out there—behind the desk, with the headset, making calls—faster. It’s great.”

HomeCraft scaled faster with a leaner, more effective team

Switching to Convoso changed how HomeCraft operates day to day.

The team is reaching more leads, setting more appointments, and doing it with fewer resources. Instead of relying on constant hiring or more data, they’re getting more out of the agents and leads they already have.

Culbertson said the biggest difference hasn’t just been performance, but the level of support behind it. After working with other platforms like Mojo and Bitrix that “were never there for us,” the experience with Convoso stood out immediately.

“[With Convoso,] the support is phenomenal. They’re so attentive and care so much. That, to us, just reaffirms that we made the right call,” he said.

That partnership, combined with stronger performance, has put the team in a position to win more consistently.

“Convoso has put all of our people in a power position to win — to win the customer, to win the lead, to win the deal. Just all around winning,” he said. “That was the key and the reason we made the switch. We needed that partner that was going to help us win.”

See how Convoso can help you reach more leads, connect faster, and drive more revenue. Schedule a demo today.