How Modena Doubled Their Close Rate with AI-Powered Lead Response

Modena Shower Screens & Robes is a family-owned Perth business based in Bayswater, specialising in custom-manufactured shower screens, wardrobe doors, and mirrors. They offer frameless, semi-frameless, and framed configurations across a range of premium hardware finishes — chrome, matte black, brushed nickel, and brushed gold — designed to match any bathroom aesthetic.

Unlike off-the-shelf shower screen retailers, Modena manufactures to order. Every screen is custom-measured, custom-cut, and custom-installed. This means their sales process is inherently more complex than a standard retail transaction — each enquiry requires understanding the bathroom layout, wall conditions, glass thickness preferences, hardware selections, and installation logistics.

Their reputation for quality craftsmanship has generated significant demand. Modena services both the residential renovation market and large-scale commercial projects for builders and developers. Their installers are sub-contractors who specialise in glass installation, earning top industry rates and working across Perth five to six days per week.

Modena's biggest problem was not generating leads — it was responding to them fast enough. In the custom shower screen market, homeowners and builders typically request quotes from three or four suppliers at the same time. The business that responds first with a professional, informative reply captures the attention and usually wins the job.

Modena's team was out on the tools most of the day — measuring, cutting, and installing. Enquiries that came through the website, Instagram, or phone sat in a queue until someone had a spare moment to respond. During busy periods, leads could wait twelve hours or more. A homeowner who submitted a quote request at 2pm might not hear back until the next morning, by which point a competitor had already booked the site measure.

The quoting process compounded the problem. Custom shower screens require specific details — the width and height of the opening, whether the walls are tiled or plasterboard, the type of screen (fixed panel, pivot door, sliding, or walk-in), hardware finish, and glass type. Gathering this information required back-and-forth with the customer, and manually calculating the quote from there took additional time.

Follow-up was almost non-existent. Once a quote was sent, the team moved on to the next job. There was no systematic process to check in with leads who had not responded, no automated reminders, and no way to know which quotes were about to expire or which prospects were comparing alternatives. Valuable leads simply went cold.

The result was a close rate well below what the quality of their work deserved. They were losing jobs not because of price or quality, but because of speed and follow-through.

In the custom shower screen market, speed is everything. When a homeowner is renovating a bathroom, they are comparing suppliers. They want a quick answer, a clear price indication, and confidence that the supplier is professional and responsive. The first business to reply with substance — not just an acknowledgement, but real information — has a massive advantage.

Today, when an enquiry hits Modena's system, the AI responds within minutes. It greets the prospect by name, acknowledges the type of screen they are interested in, and asks the specific qualifying questions needed to build a quote — opening width, ceiling height, wall type, preferred hardware finish. If the prospect has included photos, the system references them.

As qualifying information comes back, the automated quoting engine assembles a preliminary price range based on the screen configuration. For a standard frameless fixed panel in matte black hardware with 10mm toughened glass, the system already knows the pricing structure and can present an indicative range immediately. The sales team reviews and finalises the quote, but 80% of the work is already done.

If a quote goes unanswered for 48 hours, the follow-up sequence kicks in. A friendly SMS checks in. Three days later, an email with a reminder and a link to recent installation photos. A week later, a final touch point. Every interaction is tracked, and the team can see exactly where each prospect sits in the pipeline.

The impact was immediate. Within the first month of going live, Modena's average lead response time dropped from several hours to under five minutes. Prospects who had been comparing three or four suppliers were now getting a substantive, helpful response from Modena before most competitors had even opened the enquiry.

Close rate doubled. This was not because Modena changed their pricing or their product — the quality was always there. They simply started responding faster, following up more consistently, and presenting quotes in a professional, timely manner. The AI removed the friction that was costing them jobs.

Quote volume increased by 45% per month, with the automated quoting engine handling the heavy lifting on standard configurations. The team went from spending hours on admin each day to spending that time on site measures and installations — the activities that actually generate revenue.

The demand increase was so significant that Modena was able to be selective about the work they took on, temporarily pausing retail and residential work to focus on higher-value commercial projects — a position of strength that would have been unthinkable twelve months earlier.