How Lazer Home Services Elevated Service Excellence with Rilla

Rilla provided the visibility Jared Scow needed to understand what was happening in customer homes. Instead of attending occasional ride-alongs, he could now review call recordings and analyze whether his team was hitting key talking points and mentioning critical programs like the Laser Home Care Club and service partner offerings.

"Partnering with Rilla was a great decision in our business. We need to see how our techs are doing—it allows us to see that," explained Scow. The platform enabled immediate course correction, transforming the way the team approached customer interactions.

The results were substantial. Lazer Home Services achieved a close rate increase of approximately 10%, rising from the upper 60s to nearly 80%—a significant jump that reflected improved customer engagement and sales execution. Average sale value climbed by roughly $250, moving from the mid-$400 range to nearly $800 per transaction.

The transparency Rilla provided fundamentally transformed training effectiveness. For the first time, the management team could pinpoint exactly where training was and wasn't translating to the field, enabling targeted coaching that addressed real-world performance gaps.

Beyond the numbers, Rilla gave the team confidence. Service advisors understood exactly what was expected of them, and management could verify consistent execution across all technicians. This alignment between training intent and on-the-job performance created a culture of accountability and continuous improvement.

"We can now see our key performance indicators improving, and that visibility gives us the confidence to know we're delivering on our promises to customers."