More likely to qualify an online lead
Businesses attempting contact within one hour were nearly seven times more likely to qualify the lead than those waiting even one hour longer.
Harvard Business Review (opens in a new tab)ADMIN AUTOMATION FOR UK TRADES
Keep new enquiries moving while your team is working.
When an enquiry arrives, the system can acknowledge the customer, update the CRM, alert the owner and create the next follow-up task. SiteToWork shapes the workflow around how your business actually handles enquiries, while advanced scope adds reminders, booking support, reporting and human review.
Enquiry journey
New enquiry
Alex MorganBoiler repair - ChelmsfordThe boiler keeps losing pressure and the heating has stopped.Enquiry received
HubSpot record
Owner notified
Next action ready
Ready for reviewOwner task created with the enquiry details.
For trades businesses that receive enquiries while the team is out on jobs or away from the desk. Unclear or sensitive cases can stay visible for a human decision.
Independent research
Why response speed matters
Research about lead response and qualification; these figures are context, not SiteToWork performance claims.
Qualification odds fall more than sixfold in the first hour
The MIT / InsideSales study found that the odds of qualifying a lead decrease by more than sixfold during the first hour.
MIT / InsideSales Lead Response Management Study (opens in a new tab)More likely to qualify a lead when contacted in 5 minutes, not 30
The MIT / InsideSales study found that the odds of qualifying a lead were 21 times higher when contacted in 5 minutes rather than 30.
MIT / InsideSales Lead Response Management Study (opens in a new tab)Productivity improvement for novice and lower-skilled support workers
In a study of 5,179 customer-support agents, access to a generative-AI conversational assistant was associated with a 34% productivity improvement among novice and lower-skilled workers.
NBER — Generative AI at Work (opens in a new tab)External research provides context; results depend on the business, market and implementation.
Sources and context
- Harvard Business Review: Lead-response research measuring qualification rather than completed sales.
- MIT / InsideSales Lead Response Management Study: The study reports a decrease of more than sixfold in the odds of qualifying a lead during the first hour; it measures qualification rather than completed sales.
- MIT / InsideSales Lead Response Management Study: The study compares the odds of qualifying a lead when contacted in 5 minutes versus 30 minutes; it does not claim 21 times more sales or revenue.
- NBER — Generative AI at Work: NBER Working Paper 31161 by Brynjolfsson, Li and Raymond. It reports a 14% average productivity improvement and 34% among novice and lower-skilled workers; this is independent research context, not a SiteToWork result or UK trades finding.
Interactive enquiry journey
See where each automation route goes.
Basic Automation organises the initial response. Advanced Automation continues into agreed follow-up, booking, review and reporting routes.
Basic route · stage 1
New enquiry
Customer details arrive from the agreed source.
Example stage ready
Choose the right depth
What should happen after a new enquiry arrives?
Basic Automation covers the first response: customer acknowledgement, CRM record, owner alert and initial task. Advanced Automation adds agreed follow-up, booking support, reminders, reporting, escalation and human review. The implementation is managed around the agreed process rather than handed over as a generic DIY tool.
Potential enquiry value
A quick way to explore what better follow-up could represent.
On a normal month, if an average job is worth , you receive around enquiries and roughly do not become jobs, better follow-up could represent around £1,500/month in potentially recoverable revenue.
Illustrative range: £1,000–£2,000/month.
Approximately £18,000 per year at the estimated level.
Not sure?
Use a typical completed job rather than your largest job.
Include calls, website enquiries, messages and other new customer enquiries.
Think about people who enquire but never end up booking.
How was this estimated?
You entered 20 enquiries per month that currently don't become jobs. At an average job value of £500, recovering 15% of those enquiries would represent approximately 3 additional jobs per month, or around £1,500 in potential revenue.
- 10% conservative: £1,000/month
- 15% estimated: £1,500/month
- 20% higher potential: £2,000/month
Recovery assumptions are deliberately fixed at 10% conservative, 15% estimated and 20% higher potential. They are not forecasts or guarantees.
Figures are illustrative estimates based on the information entered and assumed enquiry recovery rates. Actual results vary and additional revenue is not guaranteed.
Two automation packages
Choose how much follow-up your team needs.
Both packages handle the initial enquiry. Advanced Automation continues with the reminders, booking support and reporting that sit after it. Package pricing does not take a SiteToWork commission from the work your enquiries become.
Basic Automation
Initial enquiry handling without unnecessary complexity.
A clear first-response system that acknowledges the customer, creates the CRM record and tells the business what needs attention.
£149setup£129/monthfrom launch
- One approved enquiry source
- Customer acknowledgement
- HubSpot contact and deal creation
- Basic categorisation
- Owner and error alerts
Suitable for: Businesses adopting automation for the first time or needing a reliable first-response process.
Get StartedAdvanced Automation
Ongoing enquiry management beyond the first response.
For businesses that need follow-up, booking support, reporting and more detailed workflow routes after the initial enquiry has been organised.
£199setup£199/monthfrom launch
Upgrade from Basic Automation for +£50 setup and +£70/month.
- Everything in Basic Automation
- Follow-up workflows
- Quote reminders
- Payment reminders
- Booking reminders
- Booking support
- Human-review routes
- Reporting
- Advanced error handling and monitoring within scope
Suitable for: Businesses needing structured ongoing handling after the first response.
Get StartedDetailed package comparison
What each automation route includes.
Review the included first-response essentials and the ongoing workflow layer after you have seen the package pricing.
| Feature | Basic AutomationInitial enquiry handling£149 + £129/monthReview route | Advanced AutomationOngoing enquiry management£199 + £199/monthReview route |
|---|---|---|
| First-response essentials | ||
| Customer acknowledgement | INCLUDED | INCLUDED |
| CRM record creation | INCLUDED | INCLUDED |
| Owner alert and task | INCLUDED | INCLUDED |
| Error alert | INCLUDED | INCLUDED |
| Ongoing workflow layer | ||
| Follow-up workflows | NOT INCLUDED | INCLUDED |
| Quote, payment and booking reminders | NOT INCLUDED | INCLUDED |
| Booking support | NOT INCLUDED | INCLUDED |
| Human-review route | AGREED SCOPE | INCLUDED |
| Reporting and monitoring | NOT INCLUDED | INCLUDED |
Initial enquiry handling
Basic Automation
£149 setup + £129/monthGet StartedFirst-response essentials
Customer acknowledgementINCLUDED
CRM record creationINCLUDED
Owner alert and taskINCLUDED
Error alertINCLUDED
Ongoing workflow layer
Follow-up workflowsNOT INCLUDED
Quote, payment and booking remindersNOT INCLUDED
Booking supportNOT INCLUDED
Human-review routeAGREED SCOPE
Reporting and monitoringNOT INCLUDED
Upgrade difference: +£50 setup and +£70/month.
What the workflow actually does
Practical explanations for each automation step.
Open a feature to see the problem it addresses, what the system does and where a person remains in control.
Customers know their enquiry has reached you.
When a valid enquiry arrives, the customer can receive an agreed acknowledgement confirming that their details were received and explaining what happens next.
What actually happens
- Customer sends an enquiry
- The agreed source receives it
- The customer receives the acknowledgement
- The owner receives the job details separately
Example“Thanks for your enquiry. We’ve received your details and will review the job shortly.”
This is not necessarily a quote and does not promise the job has been accepted. The wording is agreed with the business.
Every enquiry has somewhere organised to go.
New customer details can be added to the agreed CRM instead of remaining scattered across forms, inboxes or notes. HubSpot is one possible connection where confirmed in scope.
What actually happens
- The enquiry is checked for the agreed information
- A contact or deal record is created or updated
- The summary, urgency and current stage are recorded
- The next action is visible to the team
ExampleName: Sarah · Service: Boiler repair · Area: CO15 · Priority: Urgent · Stage: New enquiry · Next action: Review.
The exact fields and CRM are confirmed during planning; a business does not have to already use HubSpot unless the proposal says so.
Urgent work does not have to sit beside routine quote requests.
The system can review the information provided and apply agreed rules so different enquiries take different routes. People remain responsible for important judgement.
What actually happens
- The customer’s service, wording and location are reviewed
- Agreed rules mark urgent, standard, unsuitable or uncertain
- The appropriate task or notification is created
- Unclear cases go to manual review
Example“Water coming through ceiling” → urgent review. “Bathroom renovation quote” → standard enquiry. “Outside service area” → not serviceable or manual review.
AI may assist with sorting, but it does not make safety-critical decisions independently.
Get the useful information without checking every inbox.
When a valid enquiry arrives, the owner or agreed team member can receive a notification containing the job details needed for the next action.
What actually happens
- Enquiry received
- CRM record updated
- Owner notification sent
- The owner reviews or assigns the next action
ExampleCustomer, service required, location, urgency, contact details and a short enquiry summary.
The channel is agreed in scope; this does not assume SMS or WhatsApp.
Stop enquiries quietly going cold.
When an enquiry needs another response, an advanced workflow can track the next agreed action and send an approved follow-up or create a task for the business.
What actually happens
- Enquiry is acknowledged and added to the CRM
- No response after the agreed period triggers the next check
- An approved follow-up or owner task is created
- The sequence stops when the customer responds, books, reaches an agreed status or is manually stopped
ExampleExample workflow: Monday enquiry → acknowledgement → Wednesday no response, first follow-up → Friday final follow-up or owner task → customer replies, sequence stops.
The timing and message wording are agreed; the example days are not mandatory.
Keep appointments connected to the enquiry.
Where booking is included, an appointment can be linked to the customer’s enquiry record so the owner can see what was agreed and what happens next.
What actually happens
- Customer enquiry is reviewed
- A booking is agreed
- The appointment is recorded
- The CRM or deal is updated and reminder handling can begin if included
This does not claim automatic online booking unless the confirmed scope provides it.
Help keep upcoming jobs visible.
Once a future appointment is recorded, agreed reminders can be sent to the customer, the owner or both, depending on the configured workflow.
What actually happens
- Tuesday 10:00 appointment is recorded
- A customer reminder is sent at the agreed time
- An owner reminder can be sent before the appointment
- The reminder does not repeat for the same appointment once completed
Reminders support visibility; they do not prevent every missed appointment.
Automation does not need to guess.
Unclear, unusual, sensitive or incomplete enquiries can be routed to a person instead of forcing the workflow to make a decision it cannot safely make.
What actually happens
- Clear enquiry → automation continues
- Unclear enquiry → human review
- A person decides the next action
- The workflow continues with that decision
This is a control and a benefit: the business keeps judgement where it matters.
See what needs attention without checking every system.
Where reporting is included, an agreed summary can show what happened and what still requires attention. The exact report depends on the configured workflow.
What actually happens
- New enquiries and current stages are collected
- Urgent items and follow-ups due are highlighted
- Bookings and manual-review items are listed
- The owner receives the agreed summary
ExampleIllustrative overview: 8 new enquiries · 2 urgent · 3 follow-ups due · 2 bookings · 1 needs human review.
The example is not a SiteToWork customer result and not every package includes every report.
If something fails, it should not disappear silently.
Agreed workflow failures can be detected and recorded so they can be investigated rather than being mistaken for a completed action.
What actually happens
- A CRM record, email or booking update fails
- The error is recorded
- SiteToWork or the agreed owner is notified
- The issue is investigated and the route is recovered where possible
Monitoring covers the agreed workflow and connected tools; it is not a promise to detect every possible software error.
Control remains visible
Automation should support judgement, not remove it.
The exact route depends on the selected package, the enquiry source and the systems agreed during planning.
Human review
Uncertain enquiries can pause and move to an agreed review route.
Error visibility
Failed actions can create a clear alert rather than disappearing silently.
Existing website connection
Suitable forms on an existing website may connect into the agreed workflow.
Automation questions
Practical answers before connecting a workflow.
Final routes, systems, monitoring and human-review points are agreed before implementation.
What is the difference between Basic and Advanced Automation?
Basic Automation organises the initial acknowledgement, CRM record and owner alert. Advanced Automation adds agreed follow-up, booking support, human-review routes and reporting.
Can you connect my current website?
Potentially. SiteToWork first reviews the existing form, hosting and access before confirming a suitable connection.
Does automation replace staff?
No. It supports repeatable administration and keeps human decisions visible where judgement is required.
Can urgent enquiries be flagged?
Yes, agreed information may be used to flag urgency for the business to review. It does not replace an emergency service or professional judgement.
What happens when the system is unsure?
The route can pause, create a review task or alert the appropriate person, depending on the agreed scope.
Can it connect to HubSpot?
Yes. The packages include the agreed HubSpot contact and deal creation described in the confirmed scope.
Can booking support be added?
Booking support is part of Advanced Automation where the required calendar and workflow are suitable.
What does the monthly payment cover?
It covers the monitoring, maintenance and ongoing allowance defined for the selected package and written proposal.
Start with the problem
Tell us what you want to improve.
We can look at the website, the enquiry admin or both together.
No obligation. Final recommendations depend on your current workflow and existing tools.