// case study · the washing club, brisbane

The business that made me build the fix.

The Washing Club is my own business — wash, dry, fold, with pickup and delivery across Brisbane. It's as real as small service businesses get: when you're sorting laundry or driving a delivery run, you are not answering the phone. I lived the missed-call problem first-hand — so my own laundry became the first business on the system I now build for others.

119customer messages handled
97%answered by the AI (115 of 119 — the human team answered the other 4, so none went unanswered)
24contacts captured — name & number
12bookings made — half of everyone captured

First two months on the system (from 15 May 2026).

The problem

A pickup-and-delivery laundry runs on its phone — and the owner is physically busy all day. The leaks were textbook:

  • Calls during pickup runs → voicemail → customer calls the next laundry.
  • The same questions, over and over: prices, suburbs, turnaround, bedding, "do you do NDIS?"
  • Enquiries at night, when humans are asleep — but laundry customers are planning their week.

What was installed

  • AI assistant trained on the business — services, prices, suburbs, turnaround times — answering on the website 24/7.
  • Missed Call Text Back — can't answer? The caller gets an instant SMS so they know they're not being ignored.
  • Instant lead alerts — a real job enquiry pings my phone the moment it lands, with a reply-by-code shortcut.
  • Weekly summary — every Monday, what the AI caught, answered and booked.

What actually changed

The AI now holds 97% of customer conversations without a human touching them — and the other 3% aren't dropped, they're handed straight to the human team, so every single message gets answered. Half of every contact the AI captures turns into a booking. The phone still gets missed (that's the nature of the work); the difference is missed no longer means lost. And nobody answers price questions at 9pm anymore, because the website does.

Honesty note: these numbers are pulled straight from the platform (8 July 2026) — a real small business in its first two months, not a marketing screenshot. Watch them grow: this page gets updated, not retired.
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