How Homeworks doubled its resolution rate within two weeks of switching to Fin

Homeworks is the CRM built for home service businesses, from lawn care companies and fence builders to repair crews working at customers’ properties every day. Founder Mike Andes experienced the problem firsthand. He runs a lawn care franchise with more than 200 locations and knows how much clunky, outdated software can slow a team down. He built Homeworks to give home service businesses a CRM that better fits how they work day to day.

That same standard extends to support. Homeworks wants customers to get a fast, high-quality experience whenever they need help, but delivering that consistently has become difficult as demand shifts so sharply throughout the year. Spring and summer are spent out in the field, while fall and winter are when many operators turn their attention to choosing, setting up, or improving their software. For a company that has grown without outside funding, staffing a support team for those seasonal peaks without overbuilding for the quieter months was a constant challenge.

Parker VanderYacht, now Head of Customer Experience, joined three years ago as Homeworks’ first support hire. “Whenever anyone reached out, I was the guy,” he says. As support demand grew, the team moved from HelpCrunch to Zendesk, but automation was still limited: every reply had to be built manually with keyword rules, and the bot resolved only 20 to 30% of chats. By 2024, Parker had three other people responding to customers alongside him, but he was still spending much of his own time in the queue. They needed a new way to handle more of that demand automatically, without adding headcount every time support volume spiked.

Homeworks wanted more than a bot that could route conversations. It needed something that could actually take meaningful work off their support team. After seeing the resolution rates other companies were achieving with Fin, Homeworks decided to try it and see if Fin could push its resolution rate above 30%.

The decision also felt straightforward from a cost perspective. “My fear with new software is that the pricing looks good, then you get in and don't know what it looks like day to day,” Parker says. “With Fin, it was black and white.” Fin’s Early Stage Startup Program made advanced AI support accessible at a price that worked for their stage.

Homeworks moved its support onto Intercom helpdesk and put Fin in front of every customer. Within two weeks, Fin was already resolving around half of all conversations.

From there, the team focused on making Fin even more effective. They reviewed the help center, cutting it from 550 articles to around 300 and rewriting the content to make it clearer and easier for Fin to use. They also connected Fin to Stripe so it could pull information about a customer’s plan, recent payment, and upcoming charge before explaining changes to their bill. Questions that once needed a human could now be resolved by Fin.

Fin is now involved in 92% of Homeworks conversations and resolves 85% of them, adding up to more than 28,000 resolutions since launch. Quality has stayed strong as Fin has taken on more conversations. Homeworks’ CX Score, an AI-generated measure of answer quality across every conversation, has remained around 75%.

Fin’s ability to absorb more conversations became especially valuable during Homeworks’ rebrand from Copilot CRM. The company launched a new name, new plans, new features, and a new login screen, all of which brought more customer questions. Over two months, support volume rose from around 3,400 conversations to 5,600, while Fin’s monthly resolutions grew from 2,600 to 4,300, helping keep many of those questions away from the human team.

But the bigger shift is in how the team plans for busy periods. Before Fin, seasonal spikes meant asking people to work extra hours or weekends. “Fin saves us the cost of hiring two or three more full-time agents,” Parker says. “I don’t want to hire someone because we got busy and then have nothing for them in three months. Now everyone keeps a consistent schedule, and Fin fronts 85% of our conversations, so we absorb the spike.” With Fin handling more of the volume, Parker has also been able to spend more time on coaching, documentation, and product testing.

The team is now heading into its next sales season with confidence. “I’ve seen what Fin does,” Parker says. “I can’t go back.”