Warranty, Maintenance & Referral Engine
A continuous system that keeps the completed customer base worth something: warranty service handled properly, maintenance programmes sold and delivered, past customers reactivated with a reason, and referrals asked for systematically.
- Tier
- Flagship
- Build order
- 6th of 7 for roofing and exteriors
- Shape of it
- 10 steps, 1 stop rule
- At launch
- Built against your stages, then proven before it runs alone
The problem this solves
A roofer's completed customer base is their most valuable asset and their least worked. The reasons are specific:
Warranty service requests arrive by phone into nothing, so there is no record, no triage and no evidence of how the company handled it.
Maintenance programmes are sold occasionally and delivered inconsistently, so renewal has no perceived value.
Past customers are contacted only when marketing is quiet, with a generic promotion rather than a reason.
The referral, which is the cheapest lead source in the trade, depends entirely on whether somebody remembered to ask.
Reviews are requested from everyone including customers with open complaints, which is how a firm accumulates public evidence of its worst jobs.
The neighbourhood effect after a storm is not worked. A roof on a street where a hail event hit is a natural reason to contact every other house on that street, and it is almost never done systematically.
How it works, step by step
Every wait, threshold and branch below is a value we set with you during the build, against your stages and your language. None of it is a default we impose.
- What starts it
- A stop rule, so nothing closes itself
Step 1Trigger
The completed customer base is one list with the install date, material, warranty tier and expiry, and any service history.
Step 2
Warranty requests arrive on a real channel and become tickets with the job history attached, so whoever answers can see what was installed.
Step 3
Triage separates genuine warranty work from billable service, and both from a callback that is the company's own defect.
Step 4
Callbacks are coded to cause, and reviewed monthly against crew, material and job type, so the pattern is visible rather than personal.
Step 5
Maintenance programme customers get their inspection scheduled before the period starts, not when they call.
Step 6
Renewal contact begins ahead of expiry and leads with what was delivered.
Step 7
Past customers are reactivated with a reason from the record: warranty approaching expiry, a storm event in their area, ageing material, or a deferred repair noted on a previous visit.
Step 8
Storm-event reactivation is address-based: when an event hits a postcode, past customers in that area are contacted about inspection, which is a genuine service rather than a pitch.
Step 9
Referral and review requests go only to jobs that closed cleanly, with any open complaint or callback excluded.
Step 10Stop rule
Anyone contacted twice with no response is rested.
How it gets built
Built inside what you already run
- JobNimbus
- AccuLynx
- Roofr
- Leap
- or whatever your office already runs on
Nothing to log into and nothing to license. If a system needs a record your platform does not hold, we add the field to your platform rather than starting a second one beside it.
This is the actual build order, in the phases its own steps fall into. It runs in supervised mode first, with you approving what goes out, until you are happy with the tone.
- 1
Build
Reconcile the completed customer base with install dates, materials and warranty terms. This is the first month of value on its own.
Built inside the software you already run, against your stages and your language.
- 2
Build
Move warranty requests onto a real channel with the job history attached.
- 3
Build
Build triage separating warranty, billable service and callback.
- 4
Build
Build callback coding and the monthly review.
- 5
Build
Make maintenance inspections scheduled at period start.
- 6
Agree
Build storm-event address matching, and agree with the owner what is said, because this is the one that can read as ambulance-chasing if written badly.
The thresholds, the wording and the names are yours. We write them down with you and get the consequential ones signed off.
- 7
Build
Connect referral and review requests to job outcome with exclusions.
- 8
Agree
Set the rest rule after two attempts.
What changes after it goes live
How it runs today
A roofer's completed customer base is their most valuable asset and their least worked. The reasons are specific:
After this one is live
Warranty service stops arriving on the owner's phone and disappearing. Callback patterns become visible as process problems rather than blame. The completed customer base becomes a list that produces work. And after the next storm, the first calls made are to people who already trust the company.
How to measure whether it worked
Your arithmeticRun with your numbers, not ours
Four numbers already in the business: callbacks by cause and their cost, the share of past customers who produced a referral, maintenance renewal rate, and work generated from past customers after the last storm event.
We agree the baseline before anything is built, and we do not take credit for things that were going to happen anyway. There is no figure on this page claiming what we have produced for somebody else, because there is no verified figure to publish.
What we will not do
This is from the same delivery document as everything above it. It is on the page because a supplier who has not thought about it will not tell you, and you would find out later.
Insurance is the line that matters most in this trade.
- No system makes any claim, prediction or representation about an insurance outcome. Not approval likelihood, not supplement acceptance, not what an adjuster will decide, not what a policy covers. Systems document conditions and route information. They do not influence claims.
- Several states regulate what a contractor may say and do regarding a homeowner's insurance claim, including rules on acting as a public adjuster and on advertising around deductibles. Every template touching insurance requires review by the contractor's own counsel in every state they work.
- Never suggest, imply or automate anything relating to deductible waiving or absorption. It is illegal in many states.
United States messaging rules apply in full. Automated SMS sits inside the TCPA and carrier A2P 10DLC registration.
- Classify every system as service or marketing before it sends. A schedule confirmation and a storm-season promotion are different things under different consent standards.
- Storm-event reactivation is the highest-risk system in this playbook, because address-based outreach after a disaster is exactly what regulators and homeowners associate with storm-chasers. It must go only to past customers with an existing relationship, it must be framed as an inspection offer to people whose roof the company installed, and it must never go to a purchased storm list.
- Consent recorded per number with date, source, wording and scope.
- Quiet hours 8am to 9pm in the recipient's local time.
- Honour STOP and free-text opt-outs immediately, cancel queued messages, and propagate suppression across every sending system.
- Route replies to a monitored human queue. A reply saying water is coming in is not a marketing response.
Nothing here is legal advice. State contractor law, insurance regulation, telemarketing statutes and municipal permit rules can each add requirements.
Nothing here is legal advice. Rules in this area have moved more than once recently, and every template that states a commercial term or a guarantee goes to your own counsel before it goes live.
Seven systems forroofing and exteriors.
We build one at a time and prove it moved before starting the next. The tiers are the dependency order, not a price list.
Tier 1Foundational
Nothing arrives late or unowned. These come first because everything above them assumes they are true.
- 1Storm-Ready Capture, Triage & Instant ResponseFastest visible result, and it survives the first storm Monday, which is when the owner decides whether any of this was real.
- 2Inspection Preparation, Arrival & Complete CaptureProtects the most expensive hour in the sales process and makes the estimate possible.
Tier 2Growth
The recoverable money. These work the pools the foundational systems have made visible for the first time.
Tier 3Flagship
One connected system end to end, plus what the owner reads on a Monday. Only once the pieces are proven individually.
- 5The Complete Job SystemThe flagship, once the pieces are proven.
- 6Warranty, Maintenance & Referral Engineyou are hereCompounds everything, and depends on the job data System 5 starts producing properly.
- 7The Owner's Morning BriefOnly meaningful once there are systems to report on.
The tiers are the dependency order for roofing and exteriors, not a price list. Most firms do not start at the first one, because the order is a default and the call is where it gets changed.
A note on sequencing this trade
Season note. Build Tier 1 in the shoulder season and let it run through one storm event before starting Tier 2. A contractor who sees System 1 hold on the Monday after hail will build the rest without being sold again.
Back to the roofing and exteriors overview for the stage map and where these fit.
Is this the oneyou need first?
Often it is not. On the call we look at what is actually costing you most right now, which is frequently a different system from the one that brought you to this page. If there is nothing worth building yet, we will say so.