flowio saved a national Edinburgh-based home services and trades firm 533+ hours annually, whilst also reclaiming £160k in savings with intelligent AI agent workflows dealing with bookings, financial operations and admin tasks.

The Edinburgh Boiler Company is a Scottish renewable and energy home services company based in Dalkeith, Scotland. Turning over £10m in 2025, with ambitious plans to double this through 2026, they approached flowio to develop innovative AI automation solutions and agents that could tackle key operational challenges.

From tackling speed to lead response times, booking rates to unstructured CRM data and customer service – The Edinburgh Boiler Company understood the return on investment opportunity and possibility AI and automated workflows could deliver into their business.

From initial engagement with flowio it was clear that The Edinburgh Boiler Company were spending hundreds of hours a month in admin and operational tasks that were manual, repetitive and overwhelming their team.

To read the full write up of results visit our official case study page.

Mapping the Ecosystem

As a forward-thinking organisation – The Edinburgh Boiler Company already had an automation estate with various workflows built in Zapier and Go High Level performing minor actions across departments such as creating leads on the system or adding new customers to mailing lists. With an existing ecosystem of workflows, flowio’s first task was to get under the hood and map out all existing automations, and current internal processes.

Visual mapping process of all of The Edinburgh Boiler Company's automated eco-system

This initial task proved invaluable to flowio – understanding every trigger, data pass-through and operation that was happening within their core systems (ServiceM8, Go High Level, Soho66) meant that our team could enhance current automated systems, ensure new production workflows did not conflict, and identify key opportunities for automation within the business.

Solutions that Moved the Dial

From our initial mapping and consulting approach we collaboratively agreed on core solutions that would improve the business operations:

Building Clean Data Pipelines Between ServiceM8 and GoHighLevel

Synchronisation pipeline between ServiceM8 and GHL for The Edinburgh Boiler Company

The Challenge: Human Error and Administrative Drag

Maintaining accurate CRM data is critical, but relying on manual data entry creates operational bottlenecks. The client’s administrative team was tasked with manually updating GoHighLevel pipelines every time a job status changed in ServiceM8.

This repetitive cross-referencing was incredibly time-consuming. More importantly, it introduced significant human error, updates were often delayed, stages were mapped incorrectly, or opportunities were missed altogether, leading to disorganised pipelines and friction in the sales process.

The Solution: n8n-Powered API Orchestration

To ensure data integrity and eliminate manual entry, we architected a clean, automated data pipeline using n8n.

We built a centralised CRM workflow that acts as a bridge between the ServiceM8 API and the GoHighLevel API. The system continuously monitors ServiceM8 for real-time job status updates. To ensure enterprise-grade reliability, we also integrated a PostgreSQL database to handle logging, auditing, and observability, giving the client full reporting visibility into their data flow.

The Results: Flawless Automation and 30+ Hours Saved

The automated data pipeline completely removed the need for manual CRM updates, resulting in highly accurate, real-time data synchronisation.

  • Reclaiming Admin Time: By eliminating repetitive manual data entry, the administrative team saves over 30 hours per week, allowing them to redirect their focus toward high-impact tasks and customer service.
  • Intelligent Routing: Whenever a job status updates in ServiceM8 (e.g., transitioning to “Quote Accepted” or “Work Order”), the n8n workflow automatically evaluates the data and advances the opportunity to the correct stage in GoHighLevel.
  • Enterprise Reliability: The workflow executes flawlessly over 2,000 times per month, backed by robust PostgreSQL auditing to ensure zero dropped records.

The Tech Stack:

  • n8n: workflow orchestration
  • ServiceM8 API: job management system for trades
  • Go High Level API: CRM + lead management system
  • PostgreSQL: database for auditing, observability and reporting

Automating Customer Service & Renewals

The Challenge: Manual Booking Bottlenecks

Managing annual boiler service bookings for over 4,000 active cover plan customers was creating a severe operational bottleneck for The Edinburgh Boiler Company. Their customer service team was spending a massive portion of their week manually dialling existing customers, leaving voicemails, and chasing up service appointments.

The manual effort was draining resources. According to the Chairman of The Edinburgh Boiler Company, this outbound calling process consumed over 533 hours of team time throughout 2025 alone, pulling staff away from higher-value customer support tasks.

The Solution: An Intelligent, Automated AI Voice Agent

To eliminate this administrative burden, we engineered and deployed an automated outbound AI voice agent, fully integrated with SMS and email sequencing.

Rather than relying on basic robotic diallers, we built an intelligent system that dynamically pulled real-time data for each customer. The AI agent initiated calls already equipped with the customer’s name, specific cover plan details, and exact service due date, allowing for a highly personalised and conversational customer experience.

The Results: Annual Service Renewals on Auto-Pilot

The AI automation completely transformed their renewal process. The intelligent agent seamlessly managed the entire outbound workflow:

  • Smart Sequencing: If a call went unanswered, the system automatically placed the customer into a sequenced queue for a strategic callback.
  • Omnichannel Follow-Up: After a set number of voice attempts, the agent automatically triggered follow-up SMS and email reminders.
  • Direct CRM Integration: Once an appointment was agreed upon, the AI booked the customer directly into ServiceM8 (their job management platform) in real-time.
  • Massive Time Savings: The integration successfully recovered the estimated 533+ hours previously lost to manual dialing.

Today, The Edinburgh Boiler Company runs their annual service renewals entirely on auto-pilot, ensuring high customer retention with zero manual input from their team.

The Tech Stack:

  • n8n: workflow orchestration & sequencing
  • ServiceM8 API: booking integration and customer jobs
  • Go High Level API: customer records and current opportunities
  • PostgreSQL: database for auditing, observability, reporting & sequencing flows
  • Elevenlabs: voice platform for AI voice agent
  • Twilio: voice & SMS integrations

Automated Route Optimisation & Scheduling

The Challenge: Inefficient Engineer Routing and Wasted Capacity

Dispatching a limited number of gas engineers across a vast service area – spanning Central Scotland, Edinburgh, Glasgow, Fife, and the Borders presented a massive logistical bottleneck for The Edinburgh Boiler Company. The administrative team was manually cross-referencing existing appointments and attempting to find the best available postcode slots for new customers.

Because manual routing is inherently imprecise, engineer appointment slots had to be heavily padded to 90–120 minutes to account for unpredictable travel times. This extensive “windshield time” severely restricted operational capacity, limiting engineers to a maximum of just four jobs per day.

The Solution: An API-Driven Distance Micro-Service

To maximise fleet utilisation and eliminate scheduling guesswork, we engineered a custom distance scheduling micro-service designed to automatically calculate the most efficient travel routes.

Instead of relying on basic postcode grouping, we integrated the Google Distance Matrix API to evaluate real-time drive distances when scheduling new customer jobs. We layered a custom scoring algorithm over this data to intelligently assign and map jobs within ServiceM8 (A → B → C). The system strictly scores and schedules appointments so that an engineer never travels more than 30 minutes across the city to reach their next job site. Now they wouldn’t have engineers travelling from one job in Edinburgh across to a job in Glasgow.

The Results: £2.2M in Unlocked Business Capacity

Every new job is now instantly processed and scored for maximum travel efficiency by our custom micro-service. This algorithmic approach to dispatching dramatically reduced wasted travel time and unlocked massive revenue potential:

  • Increased Daily Output: By eliminating heavy travel padding, engineers went from safely completing 4 jobs per day to 6 slots per day.
  • Weekly Capacity Surge: The optimised routing yields an additional 10 completed jobs per week, per engineer.
  • Transformative ROI: By simply recovering lost travel time, the system unlocked an estimated £2.2 million in additional potential business capacity for the company, without the immediate need to hire additional engineers.
  • n8n: workflow orchestration
  • ServiceM8 API: booking integration and customer jobs
  • Custom Postcode Validator: microservice for validating postcode areas
  • PostgreSQL: database for auditing, observability, reporting
  • Google Distance Matrix API: custom microservice built around GDM (Google Distance Matrix API)

Significant Opportunity for Edinburgh Based Businesses to Deploy AI Automation

As a strategic AI automation partner in Edinburgh for The Edinburgh Boiler Company, the above solutions are only a few examples of automated workflows that we have deployed for the organisation over the last 6 months. From intelligent SMS booking agents, to internal dashboards – flowio has helped The Edinburgh Boiler Company enhance their operations, remove manual bottlenecks, and scale their growth.

Trades and home services businesses in Edinburgh have significant potential to scale by deploying similar AI automation into their business. From smart AI voice agents that can quote live on calls and take job bookings, to financial ops agents that keep a control on cashflow. At flowio – we build and deploy these AI systems for businesses across Edinburgh.

To read the full case study of how flowio helped The Edinburgh Boiler Company achieve £2.2m+ in capacity and save over 533+ hours annually visit our full Edinburgh Boiler Company case study page.