The Recovery Workflow

FROM MISSED CALL
TO BOOKED JOB.

Every step automated. Every dollar attributed. Your techs see more jobs on the board. Your office changes nothing.

How Command Ledger Works

SIX STEPS.
ZERO WORKFLOW CHANGES.

We plug into your existing phone system and ServiceTitan. Nothing changes for your techs or your office — they just see the board fill up.

01
Integration & Setup
We connect to your existing Twilio phone lines and ServiceTitan account. Your operator gets a dedicated dashboard. 30 minutes, done.
What Happens Behind the Scenes

Phone call forwarding configured for missed/after-hours routing

ServiceTitan API connected — jobs, estimates, customers sync every 30 min

SMS consent verified for all existing customer contacts

Estimate and lead history imported for baseline attribution

A2P 10DLC registration submitted (longest lead-time item)

02
Real-Time Lead Capture
Every inbound event — missed call, voicemail, after-hours web form, SMS inquiry — creates an instant recovery lead. The system responds in under 2 minutes while the customer is still thinking about HVAC.
Intelligence Layer

Repeat caller detection with full customer history card

Emergency keyword scanning (no heat, gas smell, flooding)

Business hours detection with after-hours routing logic

Intent classification to prioritize high-value opportunities

03
Multi-Touch Follow-Up
Industry data: 80% of HVAC deals close between touch 5 and 12. Most shops stop at 2. Command Ledger runs a value-tiered cadence engine that adjusts intensity based on the estimate value.
Cadence Tiers

Tier 1 — Repairs < $1K: 5 touches over 20 days. SMS, email, scheduling prompts.

Tier 2 — Replacements $1K–$8K: 8 touches over 30 days. Adds operator calls, financing offers, social proof.

Tier 3 — Major $8K+: 12 touches over 90 days. Adds owner personal outreach, financing deep-dive, seasonal re-engagement.

04
Operator Intelligence
Your office staff gets superpowers. Callback SLA tracking. Customer history cards with lifetime value. Appointment reminders that cut no-shows. Payment aging that chases collections before they go delinquent.
Operator Tools

Callback SLA: 30-min business hours, 15-min emergency. Auto-escalation when overdue.

Customer Context: Previous interactions, lifetime value, priority badges (high-value, repeat, standard).

Appointment Reminders: 24h and 2h automated SMS confirmations.

Payment Aging: Value-tiered collection sequences. Large invoices get financing offers + operator calls.

05
Attribution & Proof
When a job books in ServiceTitan, our attribution engine auto-matches it to the Command Ledger lead that recovered it. Composite confidence scoring. Phone matching + time windows + dispatch history. Auditable.
Confidence Scoring

Base confidence: Missed call 0.92, after-hours 0.97, estimate follow-up 0.60 (+0.03/touch), win-back 0.85

Source modifiers: CRM sync 1.0, portal action 0.95, phone match 0.90, operator tag 0.85

Temporal decay: ≤1hr 1.0 → ≤24hr 0.95 → ≤72hr 0.85 → ≤7d 0.75 → ≤14d 0.65

Anti-Gaming Protections
Excludes jobs booked before CL went live. Requires phone match plus at least one other signal. Medium-confidence matches (40–70%) queued for operator review — not auto-attributed. We don't want credit for revenue we didn't recover.
06
The Weekly Owner Brief
Every Monday. Exactly how much revenue Command Ledger recovered, with a waterfall breakdown by recovery type, pipeline status, and clear ROI calculation. No vanity metrics — just the money.
Report Includes

Total recovered revenue with confidence-weighted attribution

Recovery by type: missed call, after-hours, estimate follow-up, win-back

Pipeline: active cadences, upcoming touches, operator tasks pending

ROI: recovered revenue vs. CL fee, with prior-period comparison

A/R aging snapshot: outstanding invoices by bucket, collection progress

Integration Stack

YOUR TOOLS.
OUR LAYER.

Command Ledger doesn't replace anything. It sits on top of what you already run.

ServiceTitan
Real-time sync every 30 min
Twilio
SMS, voice, call recording
Resend
Branded transactional email
PostgreSQL
Auditable data, no black box
What We Don't Do
We don't replace your dispatch, invoicing, payroll, or inventory. We don't process payments. We don't touch your ServiceTitan workflows. We recover revenue that was already walking out the door, and prove it.
Now Accepting Early Partners

SEE IT IN
YOUR NUMBERS.

30 minutes with Tom. We'll walk through your after-hours call volume, estimate your monthly revenue leakage, and show you exactly what Command Ledger puts back.

You'll talk to the founder directly — not a sales team, not a demo recording. Bring your call logs if you have them. If you don't, that's exactly why we're talking.

Book a Recovery Review
No contracts · No setup fees · Cancel anytime