Case Study: From Lead to Loyalty — A Remodeler's Installation Workflow That Doubled Revenue

This case study explores how Hearth & Hammer Remodeling, a regional remodeler serving the Pacific Northwest, transformed their lead-to-loyalty workflow and realized a 2x increase in installation revenue over 18 months. The changes were practical, replicable, and focused on process standardization, technology, and customer experience.

Background

Hearth & Hammer had a reputation for solid craftsmanship but inconsistent communication and slow proposal turnaround. Leads often went cold during the week-long wait for an estimate. Their crews were efficient on-site, but payment cycles were long and repeat business low.

Key Problems Identified

1. Slow quoting process: manual measurements and paper proposals created bottlenecks.
2. Poor scheduling coordination: double-booked crews and long travel times.
3. Low customer engagement post-install: no follow-up system for maintenance or upsells.

Interventions Implemented

The company executed a three-pronged plan: digitize quoting, optimize scheduling, and create a loyalty cadence.

1. Digitize quoting

They adopted a mobile quoting tool that allowed technicians to capture measurements, photos, and pre-populated line-item pricing during the first visit. Proposals were generated and emailed to the homeowner within hours, not days.

2. Optimize scheduling

By mapping service territories and using a route optimization module in their FSM, Hearth & Hammer reduced drive time by 18%. They introduced block scheduling for multi-day installs to improve crew utilization.

3. Create loyalty cadence

After the install, customers received a digital job book with photos, warranties, and maintenance tips. The company followed up at 30 and 90 days with check-ins and special offers for related services like gutter cleaning or kitchen update discounts.

Results

Within 12 months, Hearth & Hammer reported:

• Proposal acceptance rates up 35% due to faster turnarounds and clearer line items.
• Revenue per technician increased by 28% from better scheduling and fewer travel hours.
• Repeat business rose from 6% to 18% due to post-install engagement.
• Overall installation revenue doubled in 18 months compared to the prior period.

Lessons for Installers

Speed matters: homeowners are time-sensitive — quick, clear proposals win.

Territory planning: a thoughtful routing approach saves hours weekly and increases capacity without hiring.

Post-install engagement: simple touches (digital job books, scheduled check-ins) convert satisfied customers into repeat clients.

Process wins over heroics. Standardize your best practices and scale them across the team.

Action Plan You Can Use This Quarter

1. Run a two-week time study to identify drive-time losses.
2. Pilot mobile quoting on 20 incoming leads and measure acceptance rate.
3. Create a post-install digital packet template and automate follow-up emails.

Hearth & Hammer's story shows that operational discipline, combined with modest tech investments, produces outsized returns. Installers who optimize quoting, reduce travel inefficiency, and systematize post-install care can unlock revenue growth without exponentially increasing headcount.