The success of a home improvement company depends on how fast it can turn leads into booked appointments. But small businesses often struggle to do this efficiently, without wasting time or running into compliance issues.

Baron Franklin Jr. and his father faced this challenge when they started their family business, Kaise Home Improvement Specialists, and its marketing arm, Spartan Marketing Group. While Kaise focuses on home improvement and construction services, Spartan Marketing Group handles the lead generation and cold calling to bring in new business.

With no experience in outbound calling, they needed a software solution to set them up for success.

The search for the right dialer

While working at their previous company, Franklin and his father had seen firsthand how well Convoso performed for outbound calling.

"The bigger company that we were working for, we noticed that their software was Convoso," he said. "That's how we got our foot into the door and how we found out about you guys."

After checking out positive reviews online, they chose Convoso for Spartan Marketing Group. The system helped them reach more homeowners, book more appointments, and drive sales for Kaise's home improvement services.

However, as a newly established company, the team faced the typical challenges of scaling while managing costs. Balancing growth with profitability meant finding areas to cut back on expenses—and for Franklin and his father, that meant testing a cheaper dialer to see if they could maintain performance at a lower cost.

They knew switching dialers was a risk, but as a growing business, they had to be mindful of expenses. Unfortunately, what seemed like a smart, cost-saving move at first quickly became a major setback.

The high cost of a cheap dialer

In an effort to save money, Franklin tried Mighty Call, a lower-cost dialing system.

He quickly realized this was a mistake. "It was absolutely horrendous," he said. "We realized, ‘This is not going to work. We have to go back to Convoso.’"

The biggest issue was contact rates. The team wasn’t reaching nearly as many potential customers as before. "The contact rate with the other dialers was less than a percent. With Convoso, it was 15-18%," he said.

To put that into perspective, if his team dialed 1,000 leads using the other system, they might connect with fewer than 10 people. With Convoso, that number jumped to 150 to 180 connections.

A low contact rate doesn’t just mean fewer conversations—it means fewer appointments, fewer sales, and ultimately, less revenue. Every lost connection is a lost opportunity for a growing business, and Mighty Call simply wasn’t getting the Spartan team in front of enough homeowners to sustain their operation.

Compliance issues that made a bad situation worse

But poor performance wasn’t the only issue. Compliance risks quickly became a major concern. Since Spartan Marketing Group works with aged leads, Franklin needed a system that properly handles opt-outs and prevents excessive calling.

“There was one software that we tried using before you guys, and for some odd reason, it kept dialing people who had already asked us not to call,” he said.

This was frustrating for leads, and it opened the door to legal trouble. Ignoring Do Not Call (DNC) requests can result in hefty fines and lawsuits, something Franklin was determined to avoid.

“Mitigating our own risk is a priority for us because we don’t want any lawsuits,” he explained. “With Convoso, when someone says, ‘Take me off your list,’ we have a button that marks them as DNC, and the system ensures they never get called again.”

Beyond opt-outs, over-dialing was another major issue with cheaper dialers. Without proper call cadence controls, the system would bombard the same leads with repeated calls, which is a surefire way to turn potential customers away.

“With Convoso, we can set rules so that after calling a number three times, it won’t be dialed again until next month,” Franklin said. “I’ve had other companies call me at 8:00 a.m., then again at 8:15, and again at 8:30. By that time, I don't care what they’re selling. They’re blowing up my phone, so I’m frustrated and not interested.”

With compliance risks stacking up and contact rates still low, Franklin knew he couldn’t afford to stay with a system that was hurting the business.

Returning to Convoso put the team back on track

"We went back to you guys," Franklin said. “Because Convoso is substantially a lot better than the other systems we tried.”

The moment they switched back, contact rates shot back up, and their team was booking more appointments again.

Convoso provides the tools Spartan Marketing Group needs to run an effective operation, from time-saving automation to better agent oversight.

One feature that stands out for Franklin is the real-time reporting and agent monitoring. This allows him to track performance and ensure the team stays productive.

"We don't want to spend money on someone that's just going through the motions," he said. "We want to see people that are actually motivated, that are ready to try and book and sell appointments."

Another standout feature is voicemail detection, which automatically hangs up on unanswered calls and moves to the next number without delay. "The system that we were dealing with before, we would be hearing the voicemail and then we would have to end the call ourselves," Franklin said.

Those extra seconds spent listening, hanging up, and waiting for the next call to start add up, wasting valuable time that could be spent talking to real prospects. If each agent loses just five seconds per call this way, that can mean over an hour of wasted time per agent per day.

"With Convoso’s automatic voicemail detection, it’s like it's night and day. It’s helping us book more appointments throughout the day. Every second counts in this type of industry," he said.

His team also takes advantage of smart voicemail drops, which allow them to leave a pre-recorded message when a lead doesn't answer.

"I've recorded myself with my pitch, and we've had people call us back from the voicemail that Convoso leaves. When they do call back, they're interested," he said.

A more efficient dialing system that drives real growth

With Convoso back in place, Spartan Marketing Group ran smoother, booking more appointments and setting up Kaise's sales team for success.

"If you need a dialer, I would use Convoso because of the efficiency of the connectivity rate compared to any other dialing system that I've ever used," Franklin said. "You're going to talk to more users at a more frequent pace compared to anyone else."

Looking ahead, Franklin and his father have big plans for growth.

"We see ourselves as a company growing to have 20 to 30 to 40 marketers with 10 to 15 salesmen in the next year to two years," he said.

Convoso's scalable platform and compliance tools give Franklin the confidence to expand this new business without worrying about outgrowing the dialing system or running into legal trouble.

"At the end of the day, Convoso has been the best software for us,” Franklin said. “Without the connectivity rate, my sales team would not have appointments. And without my sales team having appointments, there would be no money being made. So without you guys, we wouldn't have a company."

Ready to connect with more homeowners and grow your home services business? See how Convoso can help you reach more leads, book more appointments, and drive real results. Book a demo today!