How SACES converts 75% of qualified leads with SleekFlow AI Agents, supported by the Productivity Solutions Grant

For more than 30 years, Solar Air-Conditioning & Electrical Services (SACES) has served residential and commercial customers across Singapore. Now led by two brothers modernising the family business, SACES needed a faster, more scalable way to manage growing enquiries across WhatsApp, Facebook, and Instagram without missing promising leads.

After taking over the family business, the two brothers set out to modernise SACES’ customer engagement operations. With support from the Productivity Solutions Grant (PSG), they adopted SleekFlow to automate repetitive enquiries, improve team efficiency, and reduce the risk of promising leads being missed.

Challenges in scaling customer engagement

Fragmented channels made every conversation harder to manage

As SACES’ reputation grew, so did enquiries across WhatsApp, Facebook, and Instagram. The challenge was operational: each channel was managed separately, leaving the admin team without a unified view of conversations in progress. During high-volume periods, the team had to switch constantly between platforms to track who was handling each enquiry, what had already been discussed, and which customers needed follow-up. This increased the risk of delayed responses, missed follow-ups, and promising leads falling through the cracks.

Manual replies slowed down speed-to-lead

For service businesses like SACES, response speed directly affects revenue. Customers enquiring about pricing, service comparisons, and availability are often comparing multiple providers at once, which means slow replies can quickly lead to lost opportunities. As enquiry volume grew, the team had to handle each question manually, placing pressure on daily operations. During busy periods, they naturally prioritised customers who were closer to confirming a booking, while earlier-stage enquiries had to wait. For customers expecting quick answers, that delay could be enough for them to move on to another provider.

Pricing queries, service comparisons, and availability questions were strong signs of customer interest. But handling each enquiry manually placed pressure on SACES’ small admin team. During busy periods, the team naturally prioritised customers closest to booking, while earlier-stage enquiries had to wait. For customers comparing multiple providers, that delay could mean losing the opportunity.

Manual lead capture made post-event follow-up harder

Exhibitions and roadshows consistently generated strong interest in SACES’ services, but limited booth manpower made it difficult for the team to engage every visitor. Those who could not speak to the team on the spot had no simple way to leave their details, which meant potential leads could be missed. For visitors who did engage, contact details were recorded manually, making post-event follow-up slower and more labour-intensive. By the time the team worked through the list, some leads had already cooled.

Modernising customer engagement with SleekFlow under PSG for GenAI Customer Engagement Chatbots

Like many local SMEs, SACES turned to digitisation to improve customer engagement operations, reduce manual work, and respond to enquiries faster.

With support from the Infocomm Media Development Authority’s Productivity Solutions Grant (PSG) for GenAI Customer Engagement Chatbots, SACES adopted SleekFlow’s AI customer engagement solution and qualified for up to 50% grant support. This helped the team bring fragmented conversations into one place, automate repetitive replies, and qualify leads more effectively.

AI Agents that qualify leads and respond 24/7

Using SleekFlow’s AgentFlow, SACES deployed AI Agents to respond to customer enquiries 24/7 and guide each customer through the right conversation flow. The AI Agents identify whether a customer is new or returning, prompting new customers for key details such as their address, service type, and number of air-conditioning units, while returning customers can skip repeated questions and proceed directly with their enquiry.

Training AI to handle complex service enquiries

To ensure accurate responses, SACES trained its knowledge base with FAQs, manufacturer brochures, and detailed service rate sheets. This allowed the AI Agents to answer common questions instantly and generate pricing responses based on the requested service type and number of units. For more complex situations, such as discount requests, disputes, or complex installation scopes, enquiries are routed to a human agent who can respond with the right context or arrange a site visit when needed. 

For technical parts and installation details that customers may not recognise, the AI Agent can also share images via Google Drive links. This gives customers a clearer visual reference, reducing confusion and unnecessary follow-up questions before booking.

With over 60% of incoming enquiries now handled by AI Agents, SACES can respond faster at scale while freeing the team to focus on complex installation jobs, site surveys, and formal quotations.

A lot of times I see customers asking a lot of questions, and I think — thank God I don't need to type all of that out myself.

Jerome Koh

Director, Solar Air-Conditioning & Electrical Services

Turning pricing objections into bookings

The AI Agent can also support sales conversations when customers compare pricing. In one instance, a customer pushed back on SACES’ quote after receiving a lower price from another provider. Instead of simply repeating the price, the AI Agent explained what was included in the service and highlighted the additional value SACES provides. The customer went on to confirm the booking.

Using AI lead scoring to identify high-intent enquiries

SACES’ AI Agent uses lead scoring to assess enquiry quality based on details such as service type, number of air-conditioning units, urgency, and enquiry scope. High-intent enquiries, such as full installation projects requiring site surveys or formal quotations, receive higher scores so the team can prioritise them for faster follow-up. Lower-intent enquiries continue to be managed by AI Agents until customers are ready to move forward, helping SACES focus time on leads that are more likely to convert.

This has helped improve the quality of leads reaching the team. Of the leads qualified by the AI Agent, 75% go on to convert, giving SACES a stronger pipeline of customers with genuine intent.

Capturing roadshow leads with a WhatsApp QR code flow

SACES regularly participates in roadshows, but a busy booth and manual post-event data entry made timely follow-up difficult. SleekFlow helped turn WhatsApp into a simple lead capture channel at events.

With a custom WhatsApp QR code, visitors could send a pre-filled message directly to SACES, triggering an automated qualification flow that collected details such as property type, number of air-conditioning units, and service interest. Each enquiry was captured in SleekFlow, making it easier for the team to follow up, re-engage prospects, and reduce missed opportunities after the event.

Gaining full visibility across every customer conversation with Social CRM

Enabling internal collaboration with a shared inbox

SACES manages enquiries across two main categories: servicing jobs and installation projects that require site surveys and formal quotations. With SleekFlow’s collaborative inbox, the team can easily differentiate enquiry types, view every conversation in one place, and leave internal notes for technical clarifications or approved discounts. Supervisors also have visibility over conversations and can guide the team directly when needed.

When one admin is away, another teammate can easily pick up the conversation with full context, without asking the customer to repeat details or piecing together information across different channels.

Tracking every customer journey in one place

Beyond day-to-day coordination, SACES uses SleekFlow’s contact management and lifecycle stages to track where each customer sits in their journey. New and returning customers are clearly identified, service history is logged against each contact, and labels help flag customers by job type and status.

This gives the team a clear view of who needs a follow-up quote, who is ready to confirm a booking, and who has already been serviced. For a small team managing high enquiry volume across multiple service types, this visibility helps everyone stay aligned on what has been discussed, promised, and needs to happen next.

With SleekFlow, SACES has improved response time from multiple days to within 24 hours, reducing the risk of prospective customers losing interest or moving to another provider. Roadshows have also become a more reliable lead generation channel, contributing to a 15% increase in conversions.

For SACES, the impact goes beyond faster replies. By combining AI Agents, lead scoring, WhatsApp QR flows, and a collaborative inbox, the team now has a more scalable way to capture, qualify, and manage customer enquiries. With support from PSG for GenAI Customer Engagement Chatbots, SACES made its move towards AI-driven customer engagement more accessible while building a 24/7 revenue engine for its next stage of growth.

About SACES

Solar Air-Conditioning & Electrical Services Pte Ltd is a family-run business with over 30 years of experience providing reliable, long-lasting air-conditioning installations and servicing across Singapore. The company focuses on clean workmanship, premium materials, transparent pricing, and responsive after-sales support.