--- title: How Marcel Racine & Fils Got 70% of Customers to Book Their Own Inspections, Without Adding Staff description: Learn how Marcel Racine & Fils automated recurring inspection follow-ups, reactivated 400 customers and created new revenue opportunities with Prowise. image: https://prowise.co/hubfs/Photo%20d%C3%A9quipe%20%C3%A9t%C3%A9%202026%20low%20res-1.jpg --- [Skip to content](https://prowise.co/blog/how-marcel-racine-fils-reactivated-its-customer-base-without-adding-resource#main-content) [![prowise\_logo\_noir\_transparent](https://prowise.co/hs-fs/hubfs/prowise_logo_noir_transparent.png?width=1536&height=1024&name=prowise_logo_noir_transparent.png)Homepage](https://prowise.co/?hsLang=en) - [SOLUTION](https://prowise.co/recurring-service-scheduling?hsLang=en) - [INDUSTRIES](https://prowise.co/plumbing-industry?hsLang=en) - [Plumbing Industry](https://prowise.co/plumbing-industry?hsLang=en) - [HVAC Industry](https://prowise.co/industries/hvac?hsLang=en) - [Fire Protection](https://prowise.co/industries/fire-protection?hsLang=en) - [PRICING](https://prowise.co/pricing?hsLang=en) - [BLOG](https://prowise.co/blog) - [ABOUT US](https://prowise.co/en-ca/about-us?hsLang=en) English Select a language ✕ - [Français](https://prowise.co/fr/blog/comment-marcel-racine-fils-a-automatisé-la-prise-de-rendez-vous-de-70-de-ses-clients-sans-ajouter-de-personnel) - [English](https://prowise.co/blog/how-marcel-racine-fils-reactivated-its-customer-base-without-adding-resource) [Get a demo](https://prowise.co/contact-us?hsLang=en) - [SOLUTION](https://prowise.co/recurring-service-scheduling?hsLang=en) - [INDUSTRIES](https://prowise.co/plumbing-industry?hsLang=en) - [Plumbing Industry](https://prowise.co/plumbing-industry?hsLang=en) - [HVAC Industry](https://prowise.co/industries/hvac?hsLang=en) - [Fire Protection](https://prowise.co/industries/fire-protection?hsLang=en) - [PRICING](https://prowise.co/pricing?hsLang=en) - [BLOG](https://prowise.co/blog) - [ABOUT US](https://prowise.co/en-ca/about-us?hsLang=en) [Get a demo](https://prowise.co/contact-us?hsLang=en) English Select a language - [Français](https://prowise.co/fr/blog/comment-marcel-racine-fils-a-automatisé-la-prise-de-rendez-vous-de-70-de-ses-clients-sans-ajouter-de-personnel) - [English](https://prowise.co/blog/how-marcel-racine-fils-reactivated-its-customer-base-without-adding-resource) ![](https://prowise.co/hs-fs/hubfs/Photo%20d%C3%A9quipe%20%C3%A9t%C3%A9%202026%20low%20res-1.jpg?width=960&height=472&name=Photo%20d%C3%A9quipe%20%C3%A9t%C3%A9%202026%20low%20res-1.jpg) # How Marcel Racine & Fils Got 70% of Customers to Book Their Own Inspections, Without Adding Staff ![Michelle Vallee](https://7528315.fs1.hubspotusercontent-na1.net/hub/7528315/hubfs/raw_assets/public/mV0_d-cms-elevate-theme_hubspot/elevate/images/avatar-placeholder.jpg?width=48&height=48&name=avatar-placeholder.jpg) Michelle Vallee September 8, 2026 AT A GLANCE | Industry | Plumbing & heating, commercial/institutional (Quebec) | | --- | --- | | Team size | ~40 employees | | Customers reactivated | ~400 | | Average inspection value | $450 | | Self-scheduling rate | 70% of customers now book on their own | | Additional hires needed | 0 |   the opportunity was already there Marcel Racine & Fils is a Quebec-based company specializing in plumbing and heating. With an established customer base and a team of approximately 40 employees, the company serves commercial and institutional clients while focusing on service quality, strong customer relationships, and the continuous improvement of its operations. Like many service contractors, the company knew that a meaningful part of its growth potential was already sitting in its existing customer base.  The clearest example: recurring backflow prevention inspections. Roughly 400 existing customers had at least one backflow preventer installed and no structured process to bring them back for their next inspection. At an average inspection value of $450, that gap represented a substantial amount of recurring revenue the company had already earned the right to, but wasn't capturing. **The opportunity was clear. Acting on it consistently was the hard part.**     a desire to automate with no clear starting point Leadership knew the revenue was there. What they didn't have was the internal capacity to manually re-engage 400 customers and get each one scheduled.   Audrey Proulx, CPA, explains the team had wanted to solve this for years:   > “We had wanted to automate for several years, but we didn’t know where to start, what steps would be required, and most importantly, we didn’t have the internal expertise to execute it.” > > — Audrey Proulx, CPA, Marcel Racine & Fils   Getting the foundation right Some of the customer data hadn't been digitized yet. Before any automation could run, the team assigned an internal resource to organize and structure that information. Once the data was in order, Prowise took over the follow-up workflow, identifying who needed to be contacted, following up consistently, capturing responses, and making it easy for each customer to book.   According to Audrey, the project moved fast once it started: > “*From the beginning, the Prowise team quickly understood our needs and the scope of the project. Clear and structured steps to get it started and move it forward have been implemented*” > > — Audrey Proulx, CPA, Marcel Racine & Fils   the result: 7 in 10 customers now book themselves This is the number that matters most for a busy team: **70% of Marcel Racine & Fils customers now schedule their own inspection, with zero back-and-forth from the admin team.** No phone tag. No manual reminders. A customer gets a clear, well-timed message, picks a time that works for them, and it's booked. The remaining 30% still get followed up on, just without anyone on the team having to chase the list by hand. Audrey puts it simply:   > “*Customers are satisfied with the speed of the service and how easy it is to book their inspection*.” > > — Audrey Proulx, CPA, Marcel Racine & Fils   capacity gained, not headcount added The project also reconnected Marcel Racine & Fils with customers they hadn't spoken to in years. Some simply booked their overdue inspection. Others turned into something bigger. Cedric Chouinard, Project Manager at Marcel Racine & Fils shared one example: a single location belonging to a well-known pharmacy chain. That one relationship led to referrals across other locations under the same banner, opening a market the company hadn't previously been serving, from a single automated follow-up.     > “*Very quickly, the project came to life and we started seeing the benefits. Many customers booked their plumbing service on their own, and new sales were generated without us having to manage the administrative work ourselves.*” > > — Cedric Chouinard, Project Manager, Marcel Racine & Fils   Visibility without added complexity The workflow runs on its own, but the team isn't flying blind. Prowise sends weekly reports so Marcel Racine & Fils can track progress and revenue captured and Audrey notes the system itself was easy for the team to adopt:   > “*The solution is very easy for us to understand as well. We get a weekly report so we can follow the progress and the revenue we capture.  The Prowise team is always available and very responsive when we send questions or changes*.” > > — Audrey Proulx, CPA, Marcel Racine & Fils For Marcel Racine & Fils, this project is one part of a broader push to modernize the business, not by overhauling everything at once, but by starting with one specific, repetitive process directly tied to revenue.     the results   **Zero new hires** The company absorbed 400 customers' worth of follow-up without adding administrative headcount.     **Customers reactivated after years of silence** Accounts that hadn't been contacted in years came back — some booking directly, others opening entirely new opportunities.     **New business beyond the original list** A single follow-up led to referrals across an entire pharmacy chain's locations.    **Full visibility, no added complexity** Weekly reporting keeps the team informed without requiring anyone to manage the process by hand.   not just a plumbing story The specifics here are backflow prevention inspections, but the underlying gap is the same one most service contractors are sitting on, regardless of trade. It's the annual HVAC maintenance contract nobody renewed on time.   It's the fire suppression inspection that's overdue because no one had the bandwidth to chase it down. The revenue is already in the customer base. What's usually missing is consistent follow-up, not more customers.     Your existing customer base may hold more value than you think Growth doesn't always have to come from new customers. A meaningful part of the opportunity may already be sitting in the base you've spent years building; the gap is usually just consistent follow-up.   > “*We are extremely satisfied with the Prowise solution. Our expectations have been exceeded!*” > > — Audrey Proulx, CPA, Marcel Racine & Fils ### How many opportunities are already sitting in your customer base? **Prowise automates maintenance and inspection follow-up to help turn more existing customers into booked appointments, without adding administrative workload.** [Get a demo](https://prowise.co/contact-us?hsLang=en) ## Share this post [mailto:https%3A%2F%2Fprowise.co%2Fblog%2Fhow-marcel-racine-fils-reactivated-its-customer-base-without-adding-resource](mailto:https%3A%2F%2Fprowise.co%2Fblog%2Fhow-marcel-racine-fils-reactivated-its-customer-base-without-adding-resource) ## Keep reading ### [![](https://prowise.co/hs-fs/hubfs/Backflow%20inspection%20at%20no%20cost.png?width=512&height=768&name=Backflow%20inspection%20at%20no%20cost.png) 5 Automation Myths That Are Costing Service Businesses Money](https://prowise.co/blog/5-automation-myths-that-are-costing-service-businesses-money?hsLang=en) ### [![Contractor using technology to automate tasks](https://prowise.co/hs-fs/hubfs/Contractor%20working%20smartly.png?width=381&height=512&name=Contractor%20working%20smartly.png) You Can’t Hire Your Way Out of a Labor Shortage, but You Can Work Smarter](https://prowise.co/blog/you-cant-hire-your-way-out-of-a-labor-shortage-but-you-can-work-smarter?hsLang=en) [mailto:contact@prowise.co](mailto:contact@prowise.co) [Privacy Policy](https://prowise.co/prowise-privacy-policy-personal-data-management?hsLang=en) · Legal · © 2026 Prowise. 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