Leather + upholstery restoration.Repair-vs-replace decision. We built the pipeline.
Fibre New is a California operator of the Fibre New leather, vinyl, and fabric restoration franchise. We built the high-volume inbound and email pipeline that runs the entire restoration funnel, handling 146 calls, 9,862 emails, and 2,453 contacts.
What changed for Fibre New
Restoration category. Long consideration cycle.
Fibre New operates in leather and upholstery restoration, a category where customers weigh the cost of restoration against full replacement. The decision cycle is long, the trust requirement is high, and the average ticket justifies serious nurture.
The team had real expertise but the inbound layer was leaking the long-cycle prospects. Customers who first inquired about a couch repair were going silent before booking, and there was no nurture to keep the brand present.
The job: install a high-volume email + pipeline system that respects how the restoration decision actually works: multi-touch, slow burn, then conversion.
Inbound Falling Through Cracks
Inbound came from phone, web, walk-in, and referrals, with no unified system to catch every lead and respond before the prospect bounced.
No Follow-Up Discipline
First-time customers came in, got service, and were never contacted again. The repeat-purchase lever was just sitting there unused.
Review Generation Ad-Hoc
Customers loved the service. Almost none of them ever wrote a review. The reputation engine was running on memory only.
No Operational Visibility
Owner-operator couldn’t see lead flow, response time, or conversion rate. Every decision was vibes-based instead of data-based.
Three layers. Built for the category.
Niche local businesses win on response time and reputation. We built the engine that captures every inbound, books fast, and turns delighted customers into the brand’s most reliable acquisition channel.
Inbound Capture System
Phone, web, chat, and walk-in all feed one pipeline. Missed-call text-back, instant SMS confirmation, no leak between channels.
Booking + Follow-Up
Calendar links, automated reminders, and post-visit follow-up built into the journey. Repeat customers come back because the experience never gets dropped.
Reputation Velocity
Review generation automation that turns every great visit into a public 5-star. Local rankings improve. CAC drops. Compounding loop.
Email engine. Long-cycle pipeline.
Email Touchpoints
Contact Database
Inbound Calls
Form Submissions
Timeline
Phase 01: Inbound Mapping
Mapped every way a lead could enter the business: phone, web, walk-in, referral, social. Built the capture system across all of them.
Phase 02: Unified Capture Live
GoHighLevel routing all inbound into one pipeline. SMS confirmation, response-time SLAs, and follow-up cadence built in.
Phase 03: Repeat + Review Layer
Post-visit follow-up, repeat-purchase nudges, and review generation automation. The flywheel from delight → review → next customer started.
Phase 04: System in Steady State
Owner-operator visibility into every metric. Reviews flowing. Repeat bookings stacking. Acquisition cost dropping with each compounding cycle.
Results like this, in other accounts.
Let’s do this for your brand.
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