AI-Powered Operations Across an 18-Person Business.

Total Bathrooms is a busy bathroom retail and installation business with 18 staff serving customers across the Bath area. Behind a strong showroom operation sat a set of manual processes that were quietly draining the team's time.

The most painful was contractor matching. Every customer project needed the right fitter — matched by job type, area, and availability — chosen from a pool of over 20 contractors. Staff were doing this by hand: scanning a list, making calls, chasing confirmations, managing communication between customer and contractor. At roughly 30 minutes per job, it was eating hours out of every working day.

Their CRM wasn't helping. It was an expensive, niche system that wasn't built for their industry, poorly managed, and difficult to customise. And on the customer-facing side, every enquiry — no matter how simple — required a team member's time to respond.

Three separate bottlenecks. All solvable.

We replaced the manual contractor matching process with a system of AI agents that runs end to end.

When a customer project comes in, the agents take the job details and search through the full contractor pool to find the three best matches based on job type, location, and availability. Those three names go to the Total Bathrooms team for a quick approval. Once confirmed, the agents share contractor details with the customer and the customer's details with the contractors — then follow up with both parties to make sure contact is made and the job gets underway.

The system is integrated directly into the team's existing CRM and tools. No new logins, no extra steps.

325+ jobs matched and managed since deployment — saving an estimated 160+ hours of staff time.

After seeing what was possible with the fitters automation, we turned to the infrastructure underneath it.

We replaced their existing CRM — expensive, rigid, and not fit for purpose — with a new system built around how Total Bathrooms actually works. The new CRM was designed as a close replica of the old interface so staff wouldn't miss a beat, but under the hood everything changed: calendar integration, dynamic scheduling, full integration with the fitters automation, and the customisability the team had always wanted.

We handled the entire data migration and setup. The team logged in on Monday morning to a new system — all their data intact, everything working — without having done a thing. Zero downtime. A fraction of the cost of the old platform.

With internal operations running smoothly, we focused outward — streamlining how customers interact with the business before they ever walk into the showroom.

We built an AI chatbot trained on Total Bathrooms' full product range, services, and business details. It handles the bulk of customer enquiries autonomously — answering questions, guiding users toward booking appointments, and escalating to the team only when needed.

Of 500+ customer interactions in the past year, only 50 required human escalation. The rest were resolved by the chatbot — freeing the team to focus on high-value conversations.

Total Bathrooms didn't need a single flashy AI product. They needed someone to sit inside the business, understand where time was being wasted, and systematically remove it — project by project.

That's what an AI partnership looks like. Not a one-off tool, but a compounding investment. The fitters automation gave the team hours back. The CRM rebuild gave them a system that actually fits. The chatbot stopped low-value enquiries from reaching the team at all.

Eighteen months in, every layer of the business — operations, infrastructure, customer experience — runs leaner than it did before.