A recruitment agency, 17 people, calling clients from personal phones and SIM cards they'd bought themselves. No recording, no routing, no link to the CRM. Nobody could see who called whom, or what happened after.

The number that moved wasn't obvious. We set up an auto-attendant to catch calls that came in after a miss or after hours. First-touch contact rate went up 13%.

Think about what that means. 13% of clients were reaching out, not getting through, and quietly going elsewhere. Nobody logged those, because a call that never connects leaves no trace. The system didn't make anyone work harder. It just stopped losing the people who were already trying to reach them.

The most expensive problems are the ones that don't show up in any report.