Restoration 1 of Austin

Restoration 1 of Austin came to Divining Point with a straightforward goal: generate more residential calls for water damage restoration, mitigation and reconstruction.

We launched paid search campaigns, and calls began coming in. But when we followed those leads beyond the initial conversion, we discovered another problem. Too many qualified homeowners were cancelling appointments or never making it to an onsite inspection.

Divining Point built a lead-to-close tracking system that followed each opportunity from the first phone call through inspection, proposal and signed contract. By combining call data with information from Restoration 1’s CRM and scheduling systems, we could track appointment activity, estimator performance, proposal values and close rates in real time.

The data revealed a critical break in the intake process. Homeowners with active water damage were being told an estimator would call them back to schedule an appointment. During that delay, many simply called another restoration company.

Restoration 1 changed its process so dispatchers could immediately schedule appointments, with estimators following up to confirm arrival times. The change helped reduce cancellations, keep more appointments on the calendar and improve the close rate from the leads its marketing was already generating.