How a $10 Million Window Company Increased Website Appointment Conversion from 53% to 85%

Hegg Windows & Doors is one of Central Ohio's fastest-growing replacement window and door companies, serving homeowners throughout the Columbus market.

Originally founded in 1993 as Hegg Brothers, the company was acquired by current owners Dave Korzan and Justin Hegenderfer in 2017 and rebranded as Hegg Windows & Doors. Since then, the organization has experienced steady growth by focusing on exceptional customer experiences, employee craftsmanship, and operational excellence rather than high-pressure sales tactics.

After finishing 2025 at approximately $8.5 million in revenue, Hegg is on pace to approach $10 million in revenue in 2026. Rather than relying on large advertising budgets or aggressive promotional campaigns, the company focuses on strategic digital marketing and maximizing conversion from every lead generated.

We've grown significantly over the last several years, but we've always tried to be strategic about how we spend our marketing dollars.

The Challenge

Like many growing home improvement companies, Hegg faced a common problem: leads coming in after hours. If a homeowner submitted a website inquiry on a Friday night, after business hours, or during a holiday, they'd receive a generic automated email and wait until the next business day. By then, the opportunity could already be lost.

Hegg operates with a lean customer service team — one primary CSR and one backup coordinator. If phones were busy, response times suffered. And as Tracie put it, windows are rarely an impulse buy: "When people are ready, they want to move quickly."

"Speed-to-lead is critical," Tracie said. "If my CSR is already on the phone, I still need somebody helping me engage that lead."

Why Hegg Chose HeavySet Tech

The goal was simple: convert more website leads into booked appointments. HeavySet gave Hegg the ability to engage leads instantly, offer real-time scheduling, capture after-hours opportunities, and support homeowners who prefer texting over phone calls.

"Many customers don't want to talk on the phone," Tracie noted. "They just want to book the appointment. HeavySet gives them that opportunity."

Implementation

HeavySet launched in October 2025 and integrated directly into Hegg's website and MarketSharp workflow, allowing homeowners to engage immediately, ask questions, and schedule appointments in real time — including after hours, weekends, and holidays.

"It was very turnkey," Tracie said. "We added the code to the website and started testing. Once we saw it working, we knew it was making an impact."

Results: Website Appointment Conversion Increased 60%

There is just no way HeavySet didn't impact that number.

More Appointments Without More Cancellations

One of Tracie's biggest concerns was that online-booked appointments might cancel at a higher rate. That never happened. Cancellation rates remained consistent, appointment quality stayed strong, and homeowners stayed engaged.

"If you had asked me before we started, I would have expected cancellation rates to go up," Tracie said. "They didn't. The appointments stuck."

Higher Revenue Per Appointment

Hegg also saw approximately a $2,000 increase in average project value for website-generated opportunities. Close rates remained consistent — but larger volume combined with larger average job sizes created significant revenue upside. "Our close rate stayed about the same, but we were booking more appointments and seeing larger average project values," Tracie said. "Everything moves up."

Always Working, Even When The Office Is Closed

One of the unexpected benefits was the ability to keep booking appointments during evenings, weekends, and holidays. HeavySet became an extension of the Hegg team, ensuring opportunities weren't missed simply because the office was closed.

"It was the day after Christmas and we were closed," Tracie recalled. "I got an email that someone had booked an appointment. It was so cool to know it was still working while we were out enjoying the holidays."

Key Results Summary

• ✓Website appointment conversion increased from 53% to 85%
• ✓Website-generated appointments nearly doubled
• ✓Average website job value increased by approximately $2,000
• ✓Cancellation rates remained stable despite higher volume
• ✓Captures leads after hours, weekends, and holidays
• ✓Supports a lean team without adding headcount
• ✓Expanding into confirmations, rehash campaigns, and AI-driven nurturing

Why Hegg Recommends HeavySet

For Tracie, the value extends beyond the numbers. Every time Hegg needed support, guidance, or training, the HeavySet team was there. The relationship works because HeavySet understands the realities of the home improvement industry — not just the technology.

I've worked with technology companies that don't understand home improvement. HeavySet gets it. It's not just about having cool technology — it's about creating the right customer experience. I don't need to understand all the code. I just need to trust the people helping me get from Point A to Point B. Every time I've reached out for assistance, I've gotten it.

If you're not yet using HeavySet Tech, you can schedule a live demo here to see how our platform can benefit your business.