LIFETIME HOME REMODELING DRIVES MASSIVE REVENUE GROWTH AND NEARLY DOUBLES CONTACT RATE WITH OUTBOUNDIQ
Since 2009, Lifetime Home Remodeling has been a staple in Denver, and as a rapidly growing home improvement provider, it has recently expanded its operations to Phoenix and infiltrated the California market. Undergoing a period of expansion, the company’s valuation grew from $80 million to $130 million, with an ambitious 2026 revenue goal of $300 million. To support this scale, the company needed to evolve its contact center from a manual operation into a high-efficiency powerhouse.
CHALLENGES
Prior to their digital transformation, the call center consisted of only five employees relying on manual processes. They dialed hard phones without a dialer system, and leads were distributed on pieces of paper or via email. As the company attempted to scale, several critical issues emerged:
Overdialing and Number Fatigue
01
As the company grew, it faced challenges with overdialing customers and slow number rotation. They lacked the necessary ANI (Automatic Number Identification) inventory to sustain the type of rapid growth Lifetime was achieving, leading to inefficiencies in connecting with prospects.
Manual Processes and Inefficiency
02
Before implementing advanced tools, the team lacked a dialer or a proper phone system. This manual approach made it impossible to manage the team’s daily operations effectively or optimize lead coverage.
03
Lifetime was not giving leads the right attention to calling frequency and timing. Without data-driven insights, they struggled to identify the right customer types or the optimal times to call, leaving potential revenue on the table.
Missed Opportunities in the Lead Journey
SOLUTIONS
Lifetime Home Remodeling transitioned to the Five9 platform and implemented outboundANI to revolutionize their operations. By using outboundANI and Pulse, Lifetime Home Remodeling identified the right customers, determined the best calling times, and optimized its campaigns and cadences.
01
Data-Driven Automation
The implementation allowed Lifetime to move away from "leads scratched on a piece of paper" to fully automated call flows. The tools provided real-time data to manage daily operations, enabling the company to operate seven days a week.
02
Expert Insights and Expansion
outboundIQ solved the issues of over dialing and random number rotation by infusing optimal ANI Intelligence to manage calling patterns effectively.
"outboundANI is the greatest tool that Lifetime has as far as driving revenue."
MICHAEL LUCYK
Call Center Director,
Lifetime Home Remodeling
Operational and Revenue Growth
The operational improvements directly correlated with massive revenue growth. In the Phoenix market alone, revenue increased from $500,000 per month to between $3 million and $5 million per month. The efficiency gains allowed the call center team to grow from 5 to 18 agents.
Continued Expansion
With the contact center now operating efficiently seven days a week and using Pulse performance dashboards to fine-tune operations, Lifetime Home Remodeling is well-positioned to meet its $300 million revenue goal and continue its expansion into California.
Skyrocketing Rates and Revenue
The implementation of outboundIQ produced drastic improvements. Contact rates nearly doubled, moving from 9% in November 2023 to 17.3% by January 2026. Furthermore, the appointment set rate jumped from 8% to 31%.
STATISTICS
INCREASE IN CONTACT RATE
Contact rates rose from 9% to 17.3% following the implementation of outboundIQ.
INCREASE IN APPOINTMENT SET RATE
The success rate on calls jumped dramatically from 8% to 31%.
REVENUE GROWTH (PHOENIX)
Monthly revenue in the Phoenix market exploded from $500k to $3-5 million.