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Wrench Group Standardizes Reputation Management & Customer Experience Data Across its Portfolio with Liftify

Wrench Brand Logos

Industry

Home Services

Challenge

Wrench Group, a national leader in home services operating across 25 markets and 14 states, faced fragmented reputation management due to decentralized systems. With 10 separate platforms and inconsistent processes across dozens of locations, the organization struggled with limited visibility, inefficient review generation, and an inability to standardize or analyze customer experience metrics at scale. This fragmented approach meant navigating a mix of tools with no consistent process and no unified view of performance, hindering their capacity to effectively manage public reputation and drive improvements across their diverse home services brands.

Results

By standardizing on Liftify's unified reputation management platform, Wrench Group achieved breakthrough results: monthly review volume more than doubled within the first year, review ratings improved from sub-4.5 to a consistent 4.7–4.9 range across multiple brands, and review response rates climbed from 81% to 92%. Reviews are now answered with personalized data including customer sentiment and job details. Leadership gained a real-time, portfolio-wide view of reputation and customer experience data through monthly scorecards, fueling data-driven decisions—all accomplished without additional headcount or disruption to daily operations.

Key Product

Review Pro, Experience Pro

19
Companies
8,000
Public Reviews Per Month
92%
Review Response Rate
4.9
Average Review Rating

We are thrilled to be partnering with Liftify to improve how we operate across our portfolio. Our goal is to create a unified, AI-powered system that gives us real-time visibility into performance across every brand and market we serve. This partnership allows us to treat reputation as a true business driver, strengthening our visibility, improving marketing efficiency, and positioning each of our brands to win in an increasingly AI-driven discovery landscape.

Ken Haines

Chief Executive Officer | Wrench Group

picture of an office, with a few people working at desks

About your Customer

Wrench Group, LLC is a national leader operating in 25 markets across 14 states. The locations provide home repair, replacement and maintenance services specializing in heating, ventilation and air conditioning, plumbing, water, electrical and related services. The company collectively serves more than 2.5 million customers annually with more than 7,400 team members across its markets. For more information, visit wrenchgroup.com.

The Challenge

Wrench Group, LLC—a national leader in home services operating across 25 markets and 14 states—managed reputation and customer experience data across dozens of brands and locations. However, the use of 10 disparate systems led to inconsistent review generation processes, siloed data, and limited visibility for leadership. With no standardized process, no shared visibility, and no way to measure performance consistently across brands, this fragmentation made it difficult to measure, benchmark, or improve customer experience at scale, ultimately impacting competitive positioning and growth goals in an increasingly AI-driven discovery landscape.

The Solution

Recognizing the need for standardization and actionable insights, Wrench Group evaluated its options for a unified solution. The leadership team selected Liftify, an AI-powered reputation management and customer experience platform purpose-built for enterprise home services businesses. Liftify's suite—including Review Pro, Experience Pro, and webchat solutions—serves as the operating layer for customer engagement and reputation management across the entire portfolio, consolidating 10 disparate systems into a single platform.

This portfolio-wide commitment to a unified platform represented more than a technology upgrade—it was a strategic decision to treat reputation as core business infrastructure. As Zach Garrett, Founder and CEO of Liftify, noted: "Wrench Group is exactly the kind of partner that demonstrates what's possible when an enterprise organization commits fully to a platform built for their industry. This is a portfolio-wide decision to raise public reputation and customer experience standards across every brand they operate. The results speak for themselves: more reviews, better ratings, and a leadership team that now has the visibility to manage reputation the same way they manage any other critical business metric. That's what happens when you treat reputation as infrastructure."

The Results

Within the first year of implementing Liftify, Wrench Group achieved measurable impact across all desired growth areas:

Review Generation - Monthly review volume across brands more than doubled year over year.

Review Ratings - Multiple brands that entered the partnership with sub-4.5 star ratings improved to 4.7–4.9, representing reputation repair at scale rather than incremental gains.

Review Response Rate - The percentage of reviews responded to increased from 81% to 92% across the portfolio, with responses now personalized using customer sentiment and job details.

Liftify's AI makes every customer touchpoint more consistent, timely, and personal at scale, improving online visibility and strengthening organic search performance. As a result, organic positioning improves and paid lead campaigns are optimized for more efficient marketing spend.

Leadership now benefits from a unified view of reputation performance across every brand in the portfolio. A monthly scorecard, distributed to all leadership teams, tracks review volume, ratings, and conversion data at the brand level. Executives can now manage reputation the same way they manage any other operational metric, with real data, in real time, across every market they serve—all without adding staff or disrupting field operations.

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