A call list that puts the longest wait first.
- The situation
- People asked for help through the website and ads, and some waited hours for a call. The agent had no single place to see who was waiting, what they wanted, or what had already been said to them.
- What we built
- A command center the agent opens every morning, with twelve screens from today's calls to money. An alert goes out the moment someone asks for help, a written brief arrives before each booked call, and every call result is one tap. Proposed ad changes are checked with Google before anything is applied and scored 28 days later.
- What changed
- Every new lead now sets off an alert within seconds, every call result lands in one log with a receipt, and ad, search and website numbers arrive in the same system every day.
Under 2 secondsfrom a new lead arriving to the alert going out, for every lead in the last 45 days.
Source: the agency's lead system, read 30 October 2026


