CastleWorks Drives Record Close Rates with Rilla's AI-Powered Coaching

About CastleWorks

CastleWorks is a home services company specializing in plumbing, HVAC, and water heaters. With multiple locations and technicians in the field every day, the biggest challenge they faced was having no way to track what their technicians were doing on calls. Rilla gave them the visibility they needed — and the results speak for themselves.

“The sales reps who I've seen using Rilla on a consistent basis are starting to see the highest close rates and higher ticket sales.”

Fred Freund

CEO at CastleWorks

Rilla helps CastleWorks reps achieve record-breaking close rates

Rilla's AI-powered conversation intelligence gave CastleWorks something they never had before: complete visibility into what happens on every service call. With technicians spread across multiple locations, managers could now virtually ride along on every appointment and provide targeted coaching.

"We didn't have a way to track things that our technicians did at calls," shared Fred Freund, CEO at CastleWorks. Rilla changed that by recording and analyzing every customer interaction, allowing managers to provide coaching at scale across all locations.

The impact on individual performance was dramatic. One Home Comfort Advisor in the Bay Area increased his close rate from 48% to nearly 70%. Another team member went from an 80% close rate to averaging above 90%. These weren't incremental improvements — they were transformational.

For technicians, Rilla provided a valuable third perspective on their calls. Rather than relying solely on self-assessment, reps could get objective AI-powered feedback on how they ran their appointments — helping them improve their skill sets and the service they provided to homeowners.

Rilla's daily ride along reports became an essential management tool. Every day, leadership received inbox notifications with virtual ride alongs for every business section across all locations. This level of engagement would have been impossible without Rilla's AI analysis.

"It's really given us the visibility that I think most businesses are looking for. It's been a very positive experience and we look forward to continuing to use it to help our business get better," concluded the CastleWorks team.