Background
Reliability is the foundation of every successful service call
Zoom Drain of Washington provides specialized drain and sewer services across Pierce County, Washington. With a focus on efficiency and customer care, the business prides itself on fast, flexible scheduling that respects customers’ time.
For owner Gordon Bock, reputation is the foundation of that promise. As a local service provider, community trust isn’t just a nice-to-have — it’s survival. Without it, the business can’t attract new customers, keep appointments on track, or sustain lasting relationships.
Problem
Spam labels and spoofing shattered customer confidence and reliability
Before Hiya, two serious issues were hurting Zoom Drain’s operations and brand trust:
- Spam labels → unanswered calls: Customers told the business that their calls were showing up with a spam label, and many went unanswered.
- Brand spoofing: A bad actor hijacked one of their numbers and spam-called residents overnight, prompting angry complaints.
These issues not only damaged reputation, they disrupted operations and morale. Technicians couldn’t reach customers to confirm arrivals, leading to reschedules, wasted time, and frustration on both sides.
“Unanswered calls cost us time and money, because if a customer doesn’t respond, we have to reschedule. And that impacts our brand, our reputation, our ability to keep our word,” says Gordon.
Worse, Zoom Drain had no visibility. They only learned of problems after the fact, when customers complained.
Solution
Hiya Caller Reputation and Branded Call give Zoom Drain visibility and control
With customer confidence and daily operations on the line, Zoom Drain implemented Hiya Caller Reputation and Branded Call to:
- Brand outbound caller ID for every team member
“We’ve been able to provide caller IDs to all of our team members, so customers see the name ‘Zoom Drain’ when they call, instead of just their name or some random number. That’s really important for reputation, that it’s a business calling and not just an individual,” Gordon explains. - Mark inbound-only lines as Do Not Originate (DNO)
Like many businesses, Zoom Drain has phone numbers reserved only for inbound calls. With Hiya, they can designate those lines as DNO.
" “This tells carriers that if anybody’s calling from this number, they shouldn’t be — and the call should be flagged,” says Gordon.
- Get visibility into spam status and risk factors
“Hiya Caller Reputation helps us gain insight into potential causes if we’re labeled as spam,” says Gordon. “Is this a number we’re inadvertently misusing in one of our campaigns, or maybe one of our partners is misusing?”
Results: Answer rates up 30%; complaints drop to near zero
With Hiya, Zoom Drain quickly closed the missed-call gap and stabilized operations:
- Answer rates increased: Before Hiya, 30% of calls went unanswered. Now, Zoom Drain has closed the gap and those calls are getting answered again.
- Customer complaints virtually stopped: Frequent reports of spoofed calls and spam labels dropped to near-zero.
- Operational efficiency soared: Fewer reschedules and a more coordinated, confident team keep jobs running on time and customers satisfied.
" “The number of complaints went down dramatically, and the answer rate for our technicians calling out went up dramatically,” Gordon shares.
With Hiya, reputation is a measurable KPI
Before Hiya, Zoom Drain knew reputation was critical to their success but had no way to measure it. They wanted every call to strengthen customer trust, not erode it, yet the only signals they had were customer complaints and a declining answer rate.
As Gordon puts it: “I want the community to trust us — not only for the work we do but for how we’re treating our customers and potential customers with respect. Sending spam to people is not treating your customers respectfully.”
Caller Reputation changed that. For the first time, Zoom Drain can quantify brand protection with clear, trackable data. Instead of guessing, they can see how their calls are performing, spot risks before they escalate, and confirm when their practices are working.
“Before, the only measurements we had for call success were customer complaints and the answer rate of our outbound calls,” says Gordon. “Hiya Caller Reputation gives us a quantitative measurement, taking the guesswork out. All kinds of factors can impact reputation, and having the metrics to be able to effectively manage it is really important.”
See your reputation and build customer trust with Hiya
See your spam status, understand why calls are flagged, and get actionable insights to build lasting customer trust. Want to know your brand’s caller reputation? Get started for free with Hiya.
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