A water pump servicing company that was losing jobs to missed calls. Umera built an AI voice agent that answers every call, qualifies the request, and books the appointment. All in under 5 seconds.
Nicholls Boreholes is a water pump servicing company handling installation, maintenance, and emergency repairs for residential and commercial clients across the UK. Their business runs on inbound calls. When a pump fails, the customer picks up the phone. If nobody answers, that customer calls the next company on the list.
The team needed a way to answer every call, qualify the request, check engineer availability, and book the appointment. Without adding headcount. Without missing another job.
During busy periods, calls went to voicemail. Most callers never left a message. They called a competitor instead. Every missed call was a lost job worth hundreds of pounds.
Every booking was manual. Check the calendar. Call the engineer. Confirm the slot. Email the customer. The same process repeated dozens of times a week.
Verbal confirmations were forgotten. Handwritten notes got lost. Jobs that were "booked" never made it into the system. Customers waited for engineers who never arrived.
After a call, there was no automated confirmation. No reminder before the visit. No way to track whether the customer had been contacted. Everything depended on someone remembering.
Umera built a bespoke AI voice agent that answers every inbound call. The agent qualifies the customer's request, checks engineer availability in real time, books the appointment, and logs everything to the CRM. The customer gets an email confirmation. The engineer gets a calendar invite. Nobody in the office lifts a finger.
The system connects four platforms into one automated workflow.
The numbers speak for themselves. Nicholls Boreholes went from losing jobs every week to running a fully automated intake process that never takes a day off.
| Metric | Before Umera | After Umera |
|---|---|---|
| Call answer rate | ~60% | 100% |
| Scheduling time | 2+ hours per day (manual) | Automated in seconds |
| Missed bookings | Regular occurrences | Zero |
| Admin hours saved | N/A | 36+ hours per month |
| Response time | Varies (sometimes hours) | Under 5 seconds |
The AI voice agent answers in under 5 seconds. It greets the caller by name if they are a returning customer, qualifies the request, and captures all relevant details.
The agent checks engineer availability in TeamUp, finds the next open slot, and books the appointment. No hold music. No callbacks. The customer gets a confirmed time before they hang up.
Monday.com gets a new job entry with full details. TeamUp gets the booking. Gmail sends confirmation to the customer and the engineer. Everything is logged, synced, and tracked.
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