Case studies

Example scenarios, worked through.

How an SI Employee would handle the calls of a typical business, from the first ring to the booking. Every scenario is fictional and every figure is modelled from the sources listed.

Independent general auto repair

Example: phone coverage for a six-bay auto repair shop

A modelled scenario: how a fictional six-bay repair shop would handle estimate, status, drop-off and tow-in calls while both advisors are on the floor.

Owner, 2 service advisors and 5 technicians across 6 baysAbout 240 calls a week, roughly 45 on a weekday

General dentistry

Example: how a three-chair dental office would cover its phones

A modelled scenario: how a fictional three-chair dental office would cover lunch, busy-hour and after-hours calls while patient details stay with staff.

Owner dentist, one hygienist, two assistants and two front-desk coordinatorsAbout 150 inbound calls a week

Family law

Example: a four-attorney family law firm covers intake calls

A modelled scenario: how a fictional four-attorney family law firm would take intake calls, book consultations and route urgent calls after 5 pm.

Two partners, two associates, two paralegals and one receptionistAbout 160 calls a week, roughly 40 of them in the evening or at weekends

Residential HVAC

Example: a 12-truck HVAC company in a summer heat wave

A modelled scenario: how a fictional 12-truck HVAC company would triage no-cooling calls, flag plan members and absorb heat-wave overflow.

Owner, service manager, dispatcher, three customer service reps and fourteen techniciansAbout 110 calls a weekday in a normal summer week; more than 200 on heat-wave days

Residential plumbing

Example: a 5-truck plumbing company's after-hours calls

A modelled scenario: how a fictional five-truck plumbing company would sort night emergencies, state its fee up front and hand off by 7:30 am.

Owner, office manager and five service plumbers on a weekly on-call rotaAbout 30 calls a week after 5 pm and at weekends

Residential real estate

Example: covering lead calls for a six-agent real estate team

A modelled scenario: how a fictional six-agent real estate team would handle sign calls, portal leads and showing requests while agents are out.

Team lead, five agents and a part-time transaction coordinatorAbout 70 inbound calls a week from signs, portals, buyers, sellers and other agents

Independent full-service restaurant

Example: a 90-seat restaurant's phones during the dinner rush

A modelled scenario: how a fictional 90-seat restaurant would handle dinner-rush calls, reservation requests, takeout and catering inquiries.

Owner-chef, general manager, part-time catering lead and about 30 hourly staffAbout 55 calls a day, roughly half of them between 5 pm and 8 pm

Hair salon and day spa

Example: bookings at a salon and day spa with 8 providers

A modelled scenario: how a fictional salon and day spa would handle booking, cancellation and gift-card calls while every stylist is with a client.

Owner, 5 stylists, 2 massage therapists, 1 esthetician and a part-time front desk coordinatorAbout 35 calls a day, 175 a week

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