Introduction

Case Study: Cleaning Service Automated Booking & Follow-Up shows how a local brand turned Facebook/Marketplace/Google leads into confirmed cleanings using an intent-aware autoresponder, a self-serve calendar, and smart reminders. The result: faster replies, fewer no-shows, more reviews—and a calmer ops team.

1) Brand Background & Goals

• Service mix: recurring residential, deep cleans, move-in/out, small-office janitorial.
• Starting point: inbox overwhelm, manual quotes, 2–24h reply lag.
• Goals: sub-2-minute responses, self-serve booking, fewer no-shows, more reviews.

2) Stack Overview (CRM • Calendar • Messaging)

3) Lead Capture & Qualification

4) Instant Quote Paths (Flat • Hourly • Custom)

5) Booking Flow (Calendar • Deposit • Confirmation)

Step 1: Lead selects date/time (crew availability shown).
Step 2: Card on file or small deposit to reserve slot.
Step 3: Instant confirmation (email + SMS) with prep checklist.
Step 4: 48h/24h/3h reminders (reschedule link + add-ons upsell).

Result: Less back-and-forth, higher show rate, smoother day-of ops.

6) Follow-Up Cadence (DND Windows • NLP Intents)

DND: 8pm–8am local; urgent replies queued to 8:05am unless “URGENT.”

7) Message Scripts (FB/IG • SMS • Email)

DM/SMS — Instant

Thanks for reaching out! Based on homes like yours, most choose:
• Standard Clean (best weekly upkeep)
• Deep Clean (first visit / spring)
• Move-In/Out (empty home refresh)
Tap to book ➜ {calendar_link}  |  Prefer a quick quote? Reply ZIP + BEDS/BATHS.

Upsell Prompt (24h before)

You're all set for {date} at {time}. Add-ons many clients love:
[Inside Fridge] [Inside Oven] [Windows] [Baseboards]
Reply with any to include, or tap ➜ {manage_link}

Review Request (2h after)

How did we do today? It would mean a lot if you left a quick review:
{review_link}  — Reply REBOOK for your returning-client price.

8) Lead Routing & Territories

• ZIP-to-crew mapping; travel caps by distance/time.
• Commercial leads route to B2B pipeline with on-site walk-through slots.
• Overflow rules: nearest crew with next available window.

9) Offers & Bundles (Upsell Matrix)

10) Operations Handover (Checklists • Photos • Sign-offs)

• Crew app loads scope, add-ons, gate codes, pet notes.
• Before/after photo slots with required angles.
• Customer sign-off + upsell prompt if time remains.

11) KPIs & Dashboard

Top: Lead-to-quote %, median first reply time
Middle: Quote-to-book %, no-show rate, add-on attach rate
Bottom: Reviews per job, repeat booking %, revenue/job, CPA by channel

UTM idea: utm_source=facebook&utm_medium=dm&utm_campaign=cleaning_autobook_2025

12) ROI & Payback

• Automation cost recovered at ~9 incremental jobs/month.
• Time saved: ~6–10 hrs/week (quoting + reminders + review asks).
• No-show reduction compounds crew utilization and reviews.

13) Compliance, Consent & Data Hygiene

• Collect explicit SMS/email consent; honor STOP/UNSUBSCRIBE.
• Mask sensitive fields; rotate API keys; least-privilege access.
• Clear service area & surcharge disclosures to avoid disputes.

14) 30–60–90 Day Rollout Plan

Days 1–30 (Foundation)

1. Stand up calendar; map crews and ZIPs.
2. Build three quote paths and instant DM/SMS reply.
3. Enable 48/24/3h reminders + review ask.

Days 31–60 (Momentum)

1. Add bundles and add-on prompts; test deposit vs card on file.
2. Launch nurture for lapsed leads (30/60/90-day winback).
3. Dashboard KPI alerts (reply time, no-show thresholds).

Days 61–90 (Scale)

1. Territory expansion; weekend micro-crews.
2. Commercial pipeline with walk-through scheduler.
3. Automated referral & loyalty offers.

15) Troubleshooting & Optimization