How Fox and Sons Boosted Close Rates 20+ Points

Fox and Sons operates across multiple trade disciplines—plumbing, heating, cooling, and electrical—serving customers as the largest provider in their region. With a team of technicians handling diverse service calls, coaching and quality control presented an ongoing challenge. Before Rilla, managers had to conduct physical ride alongs to assess technician performance and coach customer communication. The sheer volume of ride alongs required to maintain Fox and Sons' service standards was, in their own words, "overwhelming."

Rilla transformed the coaching economics at Fox and Sons. What previously required six hours of physical ride alongs could now be accomplished in a single hour of reviewing Rilla sessions in the morning. Managers could work through multiple technician conversations from the previous day in a fraction of the time. This wasn't just faster—it was more thorough. Rilla captures the words of both technicians and customers during service calls and organizes them into a manageable, readable system that automatically surfaces the key coaching moments managers are looking for.

The impact on individual technician performance was direct and measurable. One Fox and Sons technician described a significant transformation: before Rilla, they were closing at around 50–60%. After using Rilla to listen back to their own calls and identify what was and wasn't working, their close rate climbed to 70–80%. The key driver was self-awareness—listening to their own interactions with customers helped them become more relaxed and natural in their communication, which translated directly into better results.

The technician's initial skepticism reflects a common reaction when introducing new technology into field service operations. As they explained: "To be honest, I was skeptical at first, but I've seen the benefits of it as a sales tool. It really breaks everything down to see where I'm struggling, to help me go back, look at it, improve, and then carry that over to the next day." This iterative self-improvement loop—review, identify gaps, adjust, apply—is exactly what great coaching produces, and Rilla made it available to every technician on their own schedule.

Fox and Sons also highlighted a key differentiator between Rilla and simpler recording solutions. They noted that while you could put phones in technicians' pockets to record audio, that approach wouldn't provide "that information in a manageable, tangible, and easily accessible location that also picks out the spots we're looking for automatically." The value isn't just in having the data—it's in having it organized, surfaced, and actionable.

The results extended beyond close rates. Fox and Sons reported an increase in their five-star reviews since partnering with Rilla, suggesting that better-coached technicians don't just close more—they deliver better customer experiences overall. As the team concluded: "Working with the team at Rilla has been excellent. We've seen an increase in our five-star reviews since partnering with them. Five star, al