Industry:
Home services
Founded:
2020
HQ:
Austin, Texas
Previous provider:
Dialpad
After getting laid off from their office jobs during COVID, Carter Smith and Brandon Downer wanted to get outside and build something with their hands. They set out to bring dignity back to blue collar work — and Pink’s Windows was born.
With a “1950s body shop mechanic meets the milkman” brand aesthetic and a commitment to getting the job done right the first time, the window cleaning company quickly stood out.
OpenPhone integrations used:
The challenge
Carter and Brandon wanted to bring back the ‘good old days’ of the service industry — not just in looks — but in the way they treat customers. That began with responsive, organized communication.
At first, they tried relying on personal numbers. However, they couldn't differentiate between personal and business calls. They tried using other phone apps including Dialpad, but they had clunky interfaces and connectivity issues.
They knew speed to lead was vital so they tried outsourcing calls to a contact center, but it didn't feel right for their team. The agents weren't local, the conversations felt impersonal, and the ‘mom and pop’ image of their company was slipping away.
They were looking for a system that simplified communication, and reflected their commitment to using cutting-edge technology to make things easier for customers.
Brandon Downer
Co-founder at Pink's
The solution
That’s when Brandon and Carter found OpenPhone, a phone system that helps them deliver on their promise of “making it easy for customers to spend money.”
A big part of that is using auto-replies for missed calls. When a team member can’t pick up the phone, customers get a text with a link to fill out a quote request form. That form then syncs directly with Jobber, their field service platform.
“When you miss a call, you actually don't miss it, because a customer still gets responded to almost immediately,” Brandon says.
AI call summaries and transcripts are also logged to Jobber automatically, making it easy for any team member to get up to speed on a customer’s history. Or for a manager to review past conversations.
Multiple team members can call and text from the same local number (the same one customers see on vans and uniforms) which helps Pink’s maintain a consistent, local feel. That visibility leads to faster replies.
Will Holt, a Business Coach at Pink’s, adds, “We have owners and GMs competing to pick up OpenPhone calls the fastest.”
The impact
After piloting OpenPhone in their Austin location, Pink’s rolled it out to all their franchises. The OpenPhone team made it easy to onboard 75+ locations, answering questions and supporting each franchise owner along the way.
“We're so confident in saying, 'Hey everybody, just get on OpenPhone. Save yourself the time, save yourself the hassle,'” Carter says.
Franchisees love that they don’t need to carry two phones and can immediately tell if a call is work-related, which is a big win in an industry where you’re always on the move.
On average, each manager saves up to 5 hours a week using OpenPhone’s shared inboxes and AI features. Across 75+ locations, that adds up to over 375 hours saved weekly.
Thanks to OpenPhone and their partnership with Resi Brands, Pink’s is expanding across the country while keeping communications organized and delivering a great customer experience.
“Usually change is a really hard thing to do at scale. OpenPhone made it pretty freaking easy for us,” says Brandon.
Join thousands of businesses already using OpenPhone to communicate better with their customers.
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OpenPhone was issued a successful SOC 2 report and is actively monitored by Vanta.
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