PCO Intelligence,
All-in-one AI sales, communication and analytics platform for pest control
PCO Intelligence — AI Case Study
A comprehensive AI-powered business platform for pest control operators that unifies sales management, omnichannel communication, call analytics, business intelligence, inventory tracking, and ROI reporting — all in one system.
Three numbers that
tell the story upfront.
Calls handled fully by AI
A comprehensive AI-powered business platform for pest control operators that unifies sales management, omnichannel commu…
Reduction in staffing cost
A comprehensive AI-powered business platform for pest control operators that unifies sales management, omnichannel commu…
Customer satisfaction
A comprehensive AI-powered business platform for pest control operators that unifies sales management, omnichannel commu…
Before we got here,
here's what wasn't working.
PCO Intelligence is a full-stack operations and intelligence platform built specifically for pest control businesses. It replaces disconnected tools with a single hub that manages leads and deals, centralizes customer communication across channels, transcribes and analyses every call with AI, tracks technician inventory, and measures marketing ROI down to the exact campaign. Integrations with RingCentral, FieldRoutes, and VoiceForPest ensure data flows seamlessly across the existing toolchain.
We confirmed every challenge with the team before writing a line of production code. The right column lists the pain points we tackled head-on and how we approached each one.
What wasn't working
BEFOREHigh variability in caller accents affecting call recognition accuracy
Supplemented Amazon Connect with a post-processing Python Lambda that uses fuzzy matching and a custom entity dictionary to improve recognition.
Real-time inventory sync across multiple technician trucks and central warehouses
Built an event-driven sync layer using AWS that pushes stock delta updates to both the web dashboard and the mobile app within seconds of any change.
Aggregating lead-to-revenue data from disconnected third-party tools
Created a unified data pipeline that ingests webhooks from RingCentral, FieldRoutes, and VoiceForPest into a central MySQL data warehouse for cross-source reporting.
Don't over-engineer.
Solve what matters, ship fast.
The instinct on complex projects is to rebuild everything from scratch. We pushed back. A full rewrite often means months of regressions while engineering rebuilds features that were already working.
We mapped the existing workflow against actual usage. The result was clear: a small set of features accounted for the majority of user time. We rebuilt the core, shipped fast, and extended outward.
On the technical side, we made clear decisions early and held them. The right column shows what we chose, and why.
4 decisions we made early
CHOSEN / REJECTEDThird-Party Workflow Integration — how we built it
Custom Third-Party Workflow Integration — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
Omnichannel Communication Hub — how we built it
Custom Omnichannel Communication Hub — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
AI-Powered Call Analytics — how we built it
Custom AI-Powered Call Analytics — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
Workforce Performance Analysis — how we built it
Custom Workforce Performance Analysis — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
8 features that
define the product experience.
Every feature was scoped and shipped with the same priorities: speed, reliability, and staying out of the user's way.
Third-Party Workflow Integration
Users can connect their existing tools, such as RingCentral, FieldRoutes, and VoiceForPest, directly into the platform. This integration ensures a seamless flow of data across different systems without manual data entry.
Omnichannel Communication Hub
Users can interact with customers through a unified chat system that supports email, SMS, and instant messaging. This feature ensures all client communications are kept in one accessible location for better service.
AI-Powered Call Analytics
Users can access automated call transcriptions, summaries, and intelligent insights generated from customer conversations. This tool helps teams analyse call quality and identify lead qualification opportunities automatically.
Workforce Performance Analysis
Users can monitor technician performance and analyse revenue trends relative to time spent on jobs. This helps management optimise scheduling and improve overall operational efficiency.
Business Intelligence Dashboards
Users can view real-time analytics and custom reports through integrated Power BI and data warehouse tools. This allows business owners to make data-driven decisions based on live campaign and revenue performance.
Advanced ROI Tracking
Users can analyse the complete journey from lead generation to revenue to determine the exact return on investment for marketing campaigns. This provides full visibility into which strategies are driving the most growth over time.
PCO Inventory Management
Users can track stock levels across both main warehouses and individual technician trucks in real-time. The system also monitors material usage and automates compliance reporting specifically for pest control operations.
Sales & Lead Management
Users can track calls, manage customers, and monitor deals from a centralised sales dashboard to improve performance. This system helps sales teams organise leads and close business deals more efficiently.
What changed,
measured against the day-one baseline.
We benchmark before we touch anything, logging every metric below against its state before we wrote a line of production code.
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