Case study · Fire & Security
UK Fire & Security Business: AI Enquiry Handling & Response Workflow
One in five enquiries was getting no response within 48 hours. Competitors were responding within the hour. We built the AI workflow that closed the gap.
Overview
A UK fire and security business with strong word-of-mouth but a leaky enquiry handling process. Multiple channels, no clear ownership, and enquiries going cold while the team was on site.
The operational problem
Enquiries were arriving across the website contact form, the main info inbox and a sales mobile number. No one owned the inbox during busy periods. Competitors were responding within the hour.
An estimated 1 in 5 enquiries received no response within 48 hours. At an average enquiry value of around £1,800, missed and slow-response enquiries represented an estimated £12,000 to £18,000 per month of pipeline leakage.
What Calon AI built
Calon AI built an AI-assisted enquiry handling workflow that monitors all enquiry sources, drafts a contextual first response within minutes, routes the enquiry to the right team member based on type and value, and surfaces any enquiry not responded to within a defined SLA.
A human review-and-send model preserves voice and judgement. The AI handles the first draft, not the relationship.
Results
- First-response time reduced from 24 to 48 hours down to under 30 minutes
- 100 percent enquiry coverage across all channels, no silent drops
- Estimated 30 to 45 percent uplift in enquiry-to-booked-call conversion
- Team workload reduced because the AI handles the first draft, not the relationship
- Director-level visibility on enquiry volume and response performance
“We were losing business to faster competitors and we did not even know it was happening. Now every enquiry gets a response inside thirty minutes and the team is calmer because the AI has the first draft ready.”
UK Fire & Security Business