The AI Customer Journey
for Home Improvement
From lead to close, revenue leaks at every stage. Craft covers the entire customer journey — instant lead response, CSR coaching, in-home sales coaching, and intelligent estimate follow-up — in one platform.
Revenue Leaks at Every Stage
Most home improvement companies optimize one part of the funnel while ignoring the rest. The result? Revenue leaks at every stage — and no one has full visibility into where the money is going.
Slow lead response: 47-hour average. Leads book with the first responder.
Low booking rates: Self-reported 80%, actual often 60%. No coaching at scale.
Inconsistent presentations: Close rates vary 20-40% between reps. 95% of appointments uncoached.
Generic follow-up: 80+ unsold leads/day. Same template to everyone. Dead after 14 days.
The Customer Journey, Stage by Stage
At every stage, Craft adds AI to improve speed, consistency, and conversion.
Inbound Lead
Problem: Average response time: 47 hours. 78% of customers buy from the first responder.
Speed to Lead: AI responds to every inbound lead in seconds — via SMS, webchat, forms, and voice. 24/7, including nights and weekends.
Result: Instant response = more booked appointments
CSR Books Appointment
Problem: Booking rate is 80% self-reported, but reality is often 60%. Managers can only listen to 5 calls/week per CSR.
Call Center Coach & QA: AI coaches CSRs on every booking call. Real booking rate visibility. Automated QA — no more manual call reviews.
Result: Higher real booking rates + better customer experience
Field Rep Presents In-Home
Problem: Close rates vary 20-40% between reps. Managers can ride along 1-2x per week. 95% of appointments go uncoached.
AI Ridealong: AI records every in-home appointment, coaches reps in real-time, and scores against your custom scorecard. 100% visibility.
Result: Consistent process = higher close rates across the team
Follow-Up on Unsold
Problem: 80+ unsold estimates per day. Generic follow-up. After 14 days, the lead is dead.
Inside Sales AI: AI uses context from the in-home recording to generate personalized follow-up. ISRs get full briefs, not blind outreach.
Result: Higher rehash close rate + larger average ticket on recovered deals
Results Across the Journey
When you optimize every stage, the compound effect on revenue is significant.
50% → 56%
Field close rate at Express Flooring
+$3,647
NSLI improvement per appointment
+5.2%
Rehash close rate improvement
+36%
Avg ticket on rehashed deals
Why One Platform Beats Point Solutions
You could use Hatch for speed to lead, Rilla for field recording, a separate QA tool for your call center, and a CRM drip for follow-up. But then you have four tools, four logins, four vendors — and none of them talk to each other.
Craft is the only platform that connects the entire customer journey. When a field rep records an in-home appointment, that conversation context flows into inside sales follow-up. When a CSR books a call, the field rep gets context before the appointment. When a lead comes in, Speed to Lead responds instantly and the rest of the journey is connected.
The compound effect: each stage informs the next. Context from the lead response improves the booking call. Context from the booking call prepares the field rep. Context from the field visit powers intelligent follow-up. No point solution can do this.
Integrates With Your CRM
We integrate with ServiceTitan, Salesforce, and other leading platforms
Customer Journey FAQs
Frequently Asked Questions
Cover Every Stage of the Customer Journey
From the first lead to the closed deal — one platform, full visibility, compounding results. See how Craft covers the entire home improvement customer journey.