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How Cool Today Scaled Review Volume 2.5x While Reducing Operational Slippage

Cool Today

Industry

Home Services

Challenge

Cool Today faced multiple obstacles undermining their customer experience and market presence: an inconsistent, reactive approach to soliciting customer reviews; underwhelming SEO performance despite ongoing efforts; limited visibility into recurring themes within customer feedback; and fragmented management of systems and processes across their operation.

Results

Strategic insights enabled continuous improvements in customer experience, reducing operational slippage and closing field training gaps. The partnership built local trust and drove a cultural shift in how the organization approaches brand reputation management.

Key Products

Review Pro, Experience Pro, Website Chat

www.cooltoday.com
4.8
Average Star Rating
2.5X
Review Volume Run Rate (compared to prev solution)
+7%
Increase in Calls YoY
3
Jobs Booked via Webchat First 7 Days

Liftify has been an incredible partner in helping Cool Today strengthen and grow our online reputation. Their collaborative approach makes it feel like they are truly invested in our success. I especially value the way they’ve educated our staff on the importance of brand reputation, making it part of our culture rather than just a metric. Beyond reviews, the additional services they offer allow us to take real action on customer feedback, which has been a game changer in improving our customer experience and keeping our brand consistent.

Courtney Carroll

Director of Marketing @ Cool Today

Cool Today

About Cool Today

Cool Today is a full-service residential HVAC, plumbing, and electrical provider founded in 1963 and headquartered in Sarasota, Florida. With more than six decades of experience, the company has built a strong reputation for same-day service, comprehensive home solutions, and a customer-first approach across multiple Florida markets. Now part of the Wrench Group, Cool Today continues to expand its reach while maintaining a focus on quality workmanship, industry-leading warranties, and reliable, all-in-one home comfort services.

The Challenge

Cool Today's approach to online reputation management was reactive and unreliable, resulting in inconsistent customer review acquisition and struggling SEO performance. The organization lacked systematic visibility into customer experience gaps, making it difficult to identify patterns or prioritize operational improvements effectively.

The Solution

Liftify was introduced to Cool Today through a mutual contact at MAX Service Group, a sister brand within the Wrench Group portfolio. The partnership began with implementing review generation across all locations, establishing a proactive and strategic approach to online reputation management that replaced their previous ad-hoc methods.

Following this initial success, Cool Today centralized their listings management—synchronizing over 150 listings for completeness and accuracy—to strengthen brand consistency online and amplify SEO performance. As reputation and brand awareness grew, Cool Today expanded the partnership to encompass comprehensive customer experience management, adding Liftify Insights to analyze high-volume feedback, identify experience themes, and enable data-driven decision-making across operations, sales, and service delivery.

Most recently, Cool Today launched their first webchat solution to capture additional online leads, capitalizing on improved website traffic generated by their reputation-building and SEO initiatives.

The Results

Review volume increased 2.5x compared to Cool Today's previous solution while building to a strong 4.8-star average rating across all locations. Improved online presence and SEO performance drove a 7% year-over-year increase in customer calls. The webchat implementation proved its value immediately, converting three net new leads to booked jobs within its first seven days of launch.

The partnership's truest impact has been converting raw customer feedback into actionable insights, enabling Cool Today to reduce operational slippage through systematic, data-driven improvements rather than emotional, reactive fixes. A consistent process for analyzing feedback themes has enabled Cool Today to close field training gaps and prioritize improvements based on data rather than anecdote, creating measurable operational excellence across the organization.

Looking ahead to 2026, Cool Today continues to deepen their partnership with Liftify to support aggressive growth plans. With 5-7 new locations expected to launch this year, Cool Today will leverage Liftify's location expansion strategies to ensure each new market benefits from the same proactive reputation management, centralized listings, and customer experience insights that have driven success across their existing footprint. This scalable approach positions Cool Today to maintain brand consistency and operational excellence while expanding their market presence.

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