How Capital Construction Chose the Right AI Platform for Lead Conversion to Increase Set Rates by 5% with HeavySet Tech

For more than 30 years, Capital Construction has been one of New England's premier home improvement companies, specializing in roofing, siding, windows, decks, bath remodeling, and hardscape solutions for homeowners across Massachusetts, Connecticut, Rhode Island, New Hampshire, Vermont, and Maine.

Today the company operates at serious scale — generating 4,000–6,000 leads every month and supporting them with 35–45 sales representatives, a 24-person contact center, and two dedicated appointment confirmation managers. Along the way, Capital Construction has built a reputation for investing in technology and continuously evaluating new ways to improve lead conversion, customer experience, and operational efficiency.

Leading that charge is Todd Kolipinski, Contact Center Manager and Capital Construction's HeavySet champion.

Everything is data driven at this point. We want to make sure every lead is being worked and we're measuring how successful we are with them.

The Challenge: A Mature Tech Stack Looking for Its Next Evolution

Capital Construction already had an advanced technology ecosystem before HeavySet — LeadPerfection CRM, Hatch for SMS automation, Google Local Services, digital marketing and paid search, multiple lead providers, and a fully staffed contact center with a dedicated confirmation team. The company wasn't shopping for another standalone platform. It wanted to squeeze more out of the thousands of leads it was already generating by improving speed-to-lead and appointment conversion.

The real pressure came from changing consumer behavior. More homeowners prefer texting over answering the phone, and they expect immediate responses — day or night. Although Hatch provided SMS capabilities, every conversation still required manual back-and-forth from a contact center representative.

"A lot of people don't even want to talk on the phone anymore," Todd Kolipinski says.

Capital Construction needed a way to engage homeowners the moment a lead came in, automate the repetitive conversations, and capture after-hours opportunities — all while supporting its contact center, not replacing it.

The Solution: AI Conversations Built on Proven Call Center Scripts

HeavySet Tech became the missing layer between lead generation and booked appointments. Rather than displacing the contact center, HeavySet complements it: AI-powered SMS conversations engage homeowners instantly, qualify them, answer common questions, and book appointments automatically through deep LeadPerfection integration — freeing representatives to focus on higher-value interactions.

Working directly with HeavySet's engineering team, Todd customized the AI conversations to mirror exactly how his own representatives talk with homeowners.

"We built the scripting to be exactly what I would teach a call center rep to say," Todd explains.

That shift is also changing the rest of the stack. Before HeavySet, Hatch automated outbound messaging but still left representatives managing every conversation by hand. Now that AI handles the back-and-forth itself, HeavySet is becoming Capital Construction's conversational AI platform — replacing Hatch while delivering a faster, more scalable customer experience.

"With Hatch, it was always a rep that had to go in and do that back-and-forth. Now AI responds so fast," Todd says.

The Results: A 5% Lift in Set Rate and 150+ Appointments a Month

Several months after implementation, the improvements are measurable and still compounding. HeavySet now generates 150–160 appointments every month, and Todd credits the platform with driving an appointment set rate that is up approximately 5% year-over-year — all while giving his 24-person contact center an always-on channel that engages every lead the moment it arrives.

We're loving the system. We're loving everything that it's doing for us. It's created a nice lift in our set rate. I'd say we're probably up about 5% year over year, and a lot of that has to do with HeavySet.

Importantly, the AI works as an extension of the team rather than a replacement. HeavySet makes sure every lead receives immediate engagement, while representatives concentrate on confirming appointments, handling complex conversations, and supporting homeowners who prefer a live person. "HeavySet is basically supplementing and helping us out," Todd says.

The platform has also proven easy to keep tuning. Todd and his team continue refining AI conversations, updating workflows, and improving messaging through ongoing strategy sessions with HeavySet. "I'm in a really good space with everything we're doing. It's really just little tweaks here and there," he says. "I have enough experience utilizing the app now that I can go in and make changes when I need to."

Beyond Appointment Booking

What started with lead-to-appointment automation has steadily expanded. Today HeavySet also powers Capital Construction's website lead conversion, automated SMS and promotional campaigns, rehash campaigns, and canvassing lead follow-up — all integrated with the CRM. While the current focus is on newer leads, the team is preparing to push into older opportunities and targeted marketing campaigns.

"Everything's a bonus. We're always looking at different campaigns to pull opportunities back in," Todd says.

The next phase is already planned: Todd wants Capital Construction to be an early adopter of HeavySet's upcoming Voice AI platform — answering inbound calls after hours, capturing opportunities while the contact center is closed, re-engaging 60-, 90-, and 120-day-old leads, and automating outbound outreach for seasonal promotions and canvassing campaigns.

"I definitely want to be part of that. I want to use AI outside office hours when the call center is closed, and I really want to use Voice AI for aged material," Todd says.

The Experience

Beyond the platform itself, Todd points to HeavySet's responsiveness as one of its biggest differentiators. Whether he's working with engineering, product, client success, or technical support, someone is always available to help. "I feel like I'm in really good hands with Ron and Ralph," he says.

Perhaps the strongest endorsement came during a follow-up strategy meeting, when Todd didn't just praise the platform — he made clear he actively recommends it to contractors across the remodeling industry, and volunteered Capital Construction as an early adopter for future products. "If you need anything from me — or any testing — please reach out. I'm happy to do it," he says.

Trust me, I love you guys. Anyone that I talk to — and I've got friends all across the industry — I'm telling them, ‘Use HeavySet. Use HeavySet.’

Key Results Summary

Final Thoughts

For Capital Construction, HeavySet Tech has become far more than an AI texting platform. It's a strategic extension of the contact center — engaging more homeowners with conversations modeled on the company's own proven scripts, automating the repetitive work, improving speed-to-lead, and converting more of the same lead flow into booked appointments, all while replacing legacy communication tools like Hatch.

Whether replacing legacy platforms or enhancing an existing contact center, HeavySet Tech helps home improvement companies respond faster, automate customer communication, and maximize ROI from every marketing dollar.

If you're not yet using HeavySet Tech, you can schedule a live demo here or reach out at mb@heavyset.tech to see how our platform can benefit your business.