When Maya Reddy took over her family's 15-year-old cleaning business, she inherited three things: a rolodex of 800 loyal customers, a spreadsheet that hadn't been updated since 2019, and a phone that rang literally every four minutes.
"The business was working. But the way we ran it was killing me," Maya told us over espresso in the tiny back-office of Bloom Cleaning in Berlin's Prenzlauer Berg. "I was working 68 hours a week just to keep the schedule from collapsing."
Ninety days after switching to PHT Booking, Maya's team booked 3.1× more jobs than the same quarter a year prior — and Maya herself is down to a 42-hour week. Here's the exact playbook.
Step 1 — Move every booking channel into one queue
Before PHT, Bloom booked through six different channels: phone calls, WhatsApp, Facebook Messenger, an old Wix form, walk-ins, and repeat customers who'd text Maya directly. Every channel had its own follow-up habit — or lack of one.
"On average I was losing one booking every day because someone messaged me and I didn't reply within an hour. I only found out later when they'd already booked with a competitor."
The first thing Maya did was migrate every channel into PHT's unified inbox. WhatsApp Business API, embedded form on the Wix site, Facebook Messenger, and a shared phone line that automatically logs missed calls as leads.
The result
Response time dropped from an average of 3h 42m to under 4m. Bloom's booking conversion on inbound leads went from 31% to 62%.
Step 2 — Automate the follow-up sequence
Every unbooked lead now enters an automated sequence — the same one used by more than half of Bloom's peers on PHT:
- +2 min — Instant WhatsApp reply with an availability link
- +45 min — Personalised SMS if no click
- +4 h — Email with a £15-off welcome coupon
- +24 h — Human review of unconverted leads by a dispatcher
"The magic is the human step at the end," Maya says. "PHT flags exactly the leads that need a real conversation, so my dispatcher doesn't waste time chasing tyre-kickers."
Step 3 — Rebook everyone from the last two years
Bloom's third lever was pure gold: PHT's customers.stale segment surfaced 483 customers who hadn't booked in 12+ months. A single WhatsApp campaign with a friendly "we miss you" note and a £25 credit brought back 118 of them — 24%.
"Those 118 customers were the single most profitable marketing spend in Bloom's history. Zero acquisition cost. Just PHT telling us who to talk to."
What's next for Bloom
Bloom now has 26 cleaners across Berlin, Hamburg and Leipzig — three times the team Maya inherited. She's opening franchisee slots in Munich next quarter and using PHT's multi-tenant Enterprise plan to give each franchisee their own workspace under a shared brand.
"Two years ago I would have said running a cleaning company at this scale was impossible without a full-time COO. Turns out I just needed a good piece of software and a Tuesday morning to think."
The numbers, in one glance
Metrics measured 90 days pre- vs post-PHT, using Bloom's internal reporting.
- Weekly bookings: 142 → 441 (
+210%) - Lead response time: 3h 42m → 4m
- Inbound conversion: 31% → 62%
- Repeat-customer rate: 41% → 68%
- Maya's average work week: 68h → 42h
Want the same result? Start your free 14-day trial and use PHT's playbook builder to import Maya's sequence in one click.