Frequently Asked Questions
Everything you need to know about ProNexis lead management, call center services, integrations, pricing, and results.
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Frequently Asked Questions
Real Answers, No Spin
You’ve seen what ProNexis does—now here’s what most business
owners ask before they get started.
ABOUT PRONEXIS
What is ProNexis?
ProNexis is a complete lead management platform built specifically for home service businesses. We provide live agent call center services, digital lead handling, SMS & chat messaging, AI-powered automation, online booking, CRM integration, and performance analytics—all in one unified system.
How is ProNexis different from other call centers?
We’re not a generic call center. ProNexis was built by home service franchise owners (Five Star Painting) who grew to 100+ locations. Our leadership team has 75+ years of combined experience in call centers and home services. We specialize exclusively in appointment-based home services—roofing, HVAC, plumbing, windows, painting, and more. We know your business because we built this business.
What industries do you serve?
We specialize in high-ticket, appointment-based home services including: roofing, windows & doors, HVAC, plumbing, painting, flooring, bath remodeling, mosquito control & pest management, and in-home healthcare. If you take appointments and serve homeowners, we can help.
When did ProNexis start?
The technology behind Pronexis was developed in 2004 as an internal solution for Five Star Painting. After helping Five Star grow to 100+ locations, we launched Pronexis in 2015 to bring that same system to other home service brands. Today we serve 100+ brands nationwide.
Where are you located? What are your hours?
Our corporate offices are in Springville, Utah. Our call center is staffed 24/7/365 with US-based agents ready to handle leads at any hour—including nights, weekends, and holidays.
SERVICES & CAPABILITIES
What services does ProNexis offer?
We provide a complete lead management platform:
- Live Agent Call Center – 24/7 professional phone support
- Digital Lead Handling – Instant response to web forms and marketplace leads
- Intelligent Follow-Up Cadences – Structured outbound sequences (5 calls, 3 SMS, 4 emails)
- SMS & Chat Messaging – Two-way texting and live website chat
- AI-Powered Automation (NexAI) – 24/7 instant response with human escalation
- Online Scheduling & Booking – Self-service and agent-assisted appointments
- Complete CRM Integration – Real-time data sync with 20+ platforms
- Performance Analytics – Dashboards showing conversion rates and marketing ROI
Are your agents prompt and professional?
Yes. Every agent is extensively trained, monitored, and coached. We have a full-time quality assurance team that scores calls for professionalism, accuracy, and brand alignment. Our agents aren’t generic call center reps—they’re trained specifically in home service sales.
Are your agents trained? Do they understand my brand?
100% of our agents are trained and certified before taking any calls. We train on your specific brand voice, services, pricing structure, objection handling, and booking procedures. Your brand guidelines become our operating manual.
Where are your agents based?
All ProNexis agents are US-based. We do not use offshore call centers. Our agents live and work in the United States, understand local markets, and deliver the professional experience your customers expect.
What is the main point of your call center services?
Converting every inquiry into a booked appointment. We don’t just answer phones—we qualify leads, overcome objections, book appointments, and execute follow-up sequences until leads convert or definitively decline. The goal is revenue, not call volume.
RESPONSE TIME & LEAD HANDLING
How quickly do you respond to new leads?
Our average response time is under 60 seconds for all new leads. Whether someone submits a web form, texts your number, or calls your line—our agents are notified instantly and respond immediately. Speed matters. The first company to respond typically wins the job.
Are your agents prompt and professional?
We offer 24/7 coverage with live agents and AI-assisted responses. After-hours leads never sit until the next business day. Emergency calls, weekend inquiries, and late-night forms all get immediate attention.
How many follow-up attempts do you make per lead?
Our standard cadence includes 5 phone calls, 3 SMS messages, and 4 emails over 14 days—12 total touchpoints. Research shows 80% of leads require 5+ follow-up attempts before converting. We don’t give up after one call.
What happens if a lead responds in the middle of the follow-up sequence?
The cadence adapts immediately based on customer signals. If they book an appointment, outreach stops. If they request a callback, we schedule it. If they say “not interested,” we stop. Smart escalation prevents annoying customers who’ve already responded.
Do your agents just leave voicemails or actually sell?
Our agents are trained to sell. They handle objections, explain value, answer technical questions, and close appointments. If we reach a live person, we don’t just “take a message”—we convert them.
What’s included in your lead follow-up workflow?
Every lead receives a structured multi-channel sequence of calls, SMS, and emails. We track every attempt with disposition codes (interested, callback scheduled, wrong number, not interested, etc.). You get complete visibility into every touchpoint.
CRM INTEGRATION & TECHNOLOGY
Can you handle our specific CRM?
We integrate with 20+ popular CRMs including Salesforce, HubSpot, ServiceTitan, JobNimbus, Jobber, Housecall Pro, Pipedrive, and more. If your CRM isn’t on our native list, we can build a custom integration.
Do you offer custom integrations?
Yes. Custom integrations for CRMs not on our native list cost $7,000-$10,000 depending on complexity. The custom integration includes full bidirectional sync, development, testing, training, and ongoing support.
How long does integration setup take?
Most native integrations go live within 7-10 days from kickoff. Custom integrations for non-standard CRMs take 4-6 weeks. We handle the technical setup—you just provide API access and field mapping preferences.
Will this work with our existing CRM?
Yes. We map Pronexis data into your existing CRM structure. You continue using your CRM exactly as you do now—just with automatic data flowing in. No workflow changes required.
What if we don’t have a CRM?
No problem. We can default to Google Calendar for appointment scheduling plus email summaries of lead information. It’s a simple, free option that gets you started immediately with zero technical lift.
Can we integrate with multiple systems?
Yes. Pronexis can sync to your CRM, your dispatch software, and your calendar simultaneously. All systems stay in sync in real time.
Is our customer data secure during transfer?
Yes. All data syncs via encrypted API connections (TLS 1.2+). Pronexis is SOC 2 Type II certified with regular third-party security audits. Your customer data is protected with enterprise-grade security.
Can you handle leads from HomeAdvisor and Thumbtack?
Yes. We have direct integrations with HomeAdvisor, Thumbtack, Porch, Angi, and other major lead providers. Leads sync instantly so we can respond in under a minute—critical for marketplace leads where speed determines who wins.
How can I see when appointments are scheduled for me?
Pronexis uses Google Calendar integration or syncs directly to your CRM calendar. Appointments appear in real time. You can set up notifications via email or SMS when appointments book. You also get dashboard access to view all leads and scheduled appointments anytime.
How am I notified when appointments are scheduled?
You receive an email notification when any appointment is booked. Additionally, you can configure your Google Calendar or CRM to send SMS text alerts when appointments are scheduled.
How do I know where my leads are coming from?
Each lead is assigned a lead source tag (HomeAdvisor, Google Ads, website, referral, etc.). This appears in email notifications, your CRM, and our analytics dashboard. You can track conversion rates and ROI by source to optimize marketing spend.
AI & AUTOMATION
Do you use AI?
Yes. Our NexAI Suite provides AI-powered automation for voice calls, SMS, and chat. But it’s human-first AI augmentation—not AI replacement. AI handles routine inquiries 24/7 and escalates complex conversations to live agents seamlessly.
Will customers know they’re talking to AI?
Yes, transparency is built in. NexAI introduces itself as an AI assistant and offers to transfer to a human agent at any time. Customers who prefer people are transferred immediately without friction.
Is AI replacing your live agents?
No. NexAI augments our agents, it doesn’t replace them. AI handles 60-70% of routine inquiries (hours, service area, basic questions, appointment confirmations) so agents can focus their expertise on complex sales, objection handling, and relationship building.
What happens if AI can’t answer a question?
AI recognizes when it’s reached the limit of its capability and seamlessly transfers to a live agent with full conversation context. The agent picks up knowing everything that’s already been discussed. No customer repeats themselves.
Can AI really book appointments accurately?
Yes. NexAI checks your real-time calendar availability and only offers genuinely open time slots. It books appointments directly into your system with the same accuracy as a trained agent.
What if a customer gets frustrated with AI?
NexAI monitors for negative sentiment and frustration keywords. When detected, it immediately transfers to a human agent who can provide empathy, problem-solving, and personalized attention.
What types of questions can AI handle?
Routine inquiries: business hours, service areas, basic pricing ranges, appointment booking, appointment confirmations, follow-up reminders, and initial lead qualification. Complex scenarios requiring sales skill or detailed explanation escalate to live agents.
Can we opt out of AI?
Yes. AI is an optional add-on service. If you prefer 100% live agent handling, we can configure your account for human-only responses.
SMS, CHAT & MULTI-CHANNEL
Do your agents respond to texts and chats in real time?
Yes. Our agents monitor SMS and chat channels continuously and respond within an average of 60 seconds. These aren’t automated responses—they’re real people having real conversations.
Can customers book appointments via text or chat?
Absolutely. Our agents can check your real-time availability and book appointments directly within the text or chat conversation. No need for customers to “call the office during business hours.”
What happens if someone texts or chats after hours?
Pronexis provides 24/7 coverage for SMS and chat. Whether it’s 2 PM or 2 AM, a live agent or AI assistant will respond within minutes.
Can we use our existing business phone number for SMS?
If your current number is SMS-enabled, yes. If not, we can provide a dedicated SMS-enabled number or help you port your existing number to enable texting capability.
What’s the difference between your SMS/chat and automated chatbots?
Chatbots follow scripts and can’t handle complex questions or nuance. Pronexis uses real human agents who think, adapt, and build relationships. We can handle objections, answer unique questions, and close deals like a good salesperson. AI assists when appropriate, but humans drive conversations.
ONLINE BOOKING & SCHEDULING
Can customers book appointments themselves online?
In most cases, yes. Though not all CRMs support online booking, we provide a self-service booking portal that syncs with your calendar in real time. Customers can see availability and book instantly. If they need help, our agents can assist via phone, text, or chat.
What if someone books an appointment at a time we’re not actually available?
Our system syncs with your calendar in real time and only shows genuinely available time slots. If you block time off or book something directly, the system updates instantly. No double-bookings.
PERFORMANCE & RESULTS
What kind of results can we expect?
Most clients see 2X improvement in lead conversion rates, 125% increase in ROI, and significant reduction in wasted marketing spend. Specific results vary by industry, lead quality, and current baseline performance.
How long until we see ROI?
Most clients see positive ROI within 60-90 days as we optimize lead follow-up sequences and start closing leads that would have been lost. Some see results in 30 days depending on lead volume and sales cycle length.
What are your conversion rates?
Overall conversion rates range from 20-30% depending on lead source and industry. When we reach a qualified lead (real person, right service area, genuine need), conversion rates average 60-70%. We track and optimize these metrics continuously.
Can I see case studies?
Yes. We have detailed case studies showing specific results from roofing, painting, HVAC, and other home service verticals. View case studies here or contact us for industry-specific examples.
Do you provide call recordings?
Yes. Every call is recorded and stored in your CRM. You can review interactions for quality assurance, training, and dispute resolution purposes.
Can you track which lead sources convert best?
Absolutely. Our analytics dashboard shows conversion rates, response times, cost per acquisition, and revenue by lead source. You’ll see exactly which marketing channels drive real appointments and which waste money.
How do I track performance?
You get access to a real-time analytics dashboard showing call volume, conversion rates, response times, agent performance, lead source ROI, and more. Automated reports can be delivered daily, weekly, or monthly.
PRICING & CONTRACTS
How much does it cost?
Pricing depends on lead volume, services selected, and your specific needs. Most clients pay a base monthly fee plus per-appointment charges (typically around $25 per scheduled appointment). This model aligns our incentives with yours—we make money when you book appointments. Contact us for a custom quote.
Is it expensive?
Not at all. Pronexis costs about 1/5 the expense of hiring a full-time in-house rep—and you get 24/7 coverage, better training, better technology, and better results. Most clients save money while increasing conversion rates.
What’s included in pricing?
Base pricing includes live agent call handling, digital lead response, follow-up cadences, CRM integration, and performance reporting. Add-ons include AI automation, SMS/chat services, online booking portals, and custom integrations.
Is there a setup fee?
Standard integrations with supported CRMs have no setup fee. Custom integrations for non-standard systems cost $7,000-$10,000 depending on complexity.
What’s the contract length?
We offer flexible month-to-month agreements. No long-term contracts required. We earn your business every month through results.
Can we scale up or down as needed?
Yes. If you have seasonal volume fluctuations (storm season for roofing, summer for HVAC), we can scale capacity up or down. You’re not locked into fixed agent headcount.
What if I want to cancel my service?
We operate on flexible agreements. If you decide Pronexis isn’t the right fit, our account management team will work with you on a smooth transition. No penalty fees.
IMPLEMENTATION & SUPPORT
How quickly can we go live?
Most clients are fully onboarded and handling leads within 7-10 days. We handle the technical setup, CRM integration, and agent training so you can start converting leads immediately.
What support do we get during launch?
You’re assigned a dedicated account manager who handles onboarding, integration setup, agent training, and optimization. They’re your single point of contact for questions, adjustments, and ongoing improvements.
Do you provide training?
Yes. We train our agents on your brand, services, pricing, objection handling, and booking procedures. You don’t train anyone—we handle it. You just provide brand guidelines and answer questions.
Who is my main contact?
Each client is assigned a dedicated account manager who oversees your account, monitors performance, and ensures quality. You’ll have their direct contact information for questions or concerns.
What happens to our data if we leave?
You own your data. If you decide to leave, we provide complete export of all customer records, call recordings, lead history, and performance data. We don’t hold your data hostage.
What if something goes wrong?
Our support team monitors all accounts and gets alerts if issues arise (integration failures, quality drops, volume spikes). We proactively resolve problems—usually within hours. You’re never left without support.
How long does custom integration take?
Most custom integrations for non-standard CRMs take 4-6 weeks from kickoff to launch, depending on integration complexity.
FRANCHISE-SPECIFIC QUESTIONS
How does this work for franchise brands?
ProNexis was built for franchising (90% of our business is franchise brands). We provide consistent lead handling across all franchise locations, corporate visibility into performance, and franchisee-level dashboards. Every location gets the same professional experience.
Can we mandate ProNexis for all franchisees?
Yes. Many franchisors mandate ProNexis as the required lead management solution. We make onboarding easy for new franchisees and provide franchisor-level reporting so corporate can see network-wide performance.
How do franchisees access their data?
Each franchisee gets access to their own performance dashboard showing their leads, conversion rates, appointments, and analytics. They can track performance and compare to network averages (anonymized).
Can corporate see all franchise locations?
Yes. Franchisors get a corporate dashboard showing network-wide performance plus individual franchisee breakdowns. You can identify top performers, struggling locations, and best practices to share across the network.
DATA & SECURITY
What happens to our data?
Your data is stored securely in SOC 2 Type II certified infrastructure with encryption at rest and in transit. You maintain ownership of all customer data. We never sell or share your information with third parties.
How is data secure?
We use enterprise-grade security: TLS 1.2+ encrypted data transfer, SOC 2 Type II certification, regular third-party security audits, role-based access controls, and geographic data redundancy.
Are you GDPR and CCPA compliant?
Yes. We follow data privacy regulations including GDPR (European data protection) and CCPA (California consumer privacy). Customer data is handled with strict privacy controls.
Do you handle HIPAA-compliant data?
For in-home healthcare clients, we can configure HIPAA-compliant handling procedures. This requires specific Business Associate Agreements and additional security protocols.
QUALITY & TRAINING
How much training do agents get?
Every agent completes extensive training on home service sales, objection handling, appointment setting, and CRM systems before taking calls. Then they receive brand-specific training on your business. Ongoing coaching and quality monitoring ensure consistent performance.
What’s average agent tenure?
Our agents stay with us for years, not months. Low turnover means experienced agents who know the home service industry deeply. You’re not constantly retraining new people.
Do agents understand my industry?
Yes. We specialize exclusively in home services. Our agents are trained specifically on roofing, HVAC, plumbing, windows, painting, and other home service verticals. They understand your sales cycle, objections, and customer psychology.
How do you ensure quality?
We have a full-time quality assurance team that monitors calls, scores agent performance, provides coaching, and ensures brand alignment. We track quality metrics and adjust training based on results.
Still Have Questions? Let’s Talk.
We’ve answered the most common questions, but every business is unique.
If you have specific questions about how ProNexis can help your home
service business grow, we’re here to help.