Scorpion makes 24/7 intake and conversion possible with Twilio
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Challenge
SaaS platform provider Scorpion realized that its clients were missing up to 30% of inbound calls, resulting in significant lost leads and revenue opportunities.
Solution
Twilio’s robust platform, innovative spirit, and powerful voice AI solution—ConversationRelay—allowed Scorpion to quickly deploy human sounding conversational AI, Scorpion Convert, to help their clients manage calls, make conversions, and increase revenue.
For savvy companies in sought-after service industries, generating leads isn't the problem; managing them is. With a mix of channels driving traffic, electricians and lawyers and veterinarians are getting more messages and calls than ever.
Scorpion, a leading digital marketing and technology provider for local businesses, recognized that while they were excellent at driving leads, their clients were struggling to answer or respond to them. In fact, up to 30% of inbound calls were going unanswered. For a plumber or landscaper, a missed call isn't only a missed conversation, it's lost revenue.
Scorpion needed a solution that could go beyond basic voicemail or robotic sounding interactive voice response (IVR). They partnered with Twilio to deploy Convert, an intelligent, conversational voice AI agent that answers, qualifies, and books appointments around the clock.
"A lot of our clients think that they're not getting enough leads. They are, but they're just not able to answer whenever some of those people are reaching out to them. Being able to engage with those people whenever they do reach out is really important."
The high cost of missed calls
Scorpion has spent over two decades providing solutions that help businesses to manage their digital presence, marketing, and revenue. In recent years, they identified a critical friction point: operational limitations that kept their clients from successfully generating leads.
According to Scorpion’s research, as reported in their 2026 State of Home Services Marketing Report, 88% of homeowners expect a response within 24 hours, while 66% of business leaders report that after-hours customer service is their top challenge.
Initially, Scorpion filled this gap with automated SMS and messaging. But Christina Drake, Senior Director of Product Management at Scorpion, knew that wouldn’t be enough for urgent, high-intent situations that are common in home services, healthcare, and legal matters.
"If we had a missed call, we would just send them a text,” Drake explains. “That's fine if a person texts in, but it's not always fine if someone calls in—they probably want someone to call back."
We do not live in a world where customers wait for things. When a homeowner has a burst pipe, a patient needs help, or a victim needs legal advice, they work down a list of search results.
"Customers are going to call a list of people they've searched for," Drake notes. "If one business doesn't pick up, they're just going to hang up and go to the next."
Yet business owners can’t answer the phone 24/7. Scorpion’s goal was to stop the customer search immediately by engaging the caller and securing the business, regardless of the time of day (or night).
“We want to engage them and let them know we offer the service in their area, whether it's 9 o'clock at night or 9 o'clock in the morning,” says Drake.
Move fast and invest in solutions
While Scorpion isn’t the “new platform on the block”—the company started in 2001—they still operate with the speed and flexibility of a startup. When it came time to build a voice solution, they faced a classic "buy vs. build" decision.
Building a proprietary voice architecture from the ground up would have been a massive undertaking involving complex telephony infrastructure and training Large Language Models (LLMs). That process could easily take over a year.
"We didn't want to build this from scratch from the ground up,” Drake says. “We wouldn't be able to go to market fast enough."
Since Scorpion was already utilizing Twilio for their messaging and call tracking infrastructure, they made a strategic decision to leverage Twilio’s ConversationRelay. The integration was seamless. Scorpion deployed a natural-sounding, AI-powered voice assistant in mere weeks.
"It just happened like a normal phone call would," Drake recalls. "We didn't have to handle a lot of the heavy lifting and additional architecture that we would have if we went with a different product."
This allowed Scorpion’s engineers to focus on tweaking the "human-ness" of the AI, utilizing tools to adjust cadence and tone so the experience felt fluid—a huge factor for user adoption.
"Every business will have to do this or they're going to be left behind. It's going to be almost required that they have conversational AI answering 24/7. That will be something customers expect going forward."
Immediate impact: realistic voice AI increases revenue
The swift deployment of natural-sounding voice AI has delivered immediate, quantifiable impact for Scorpion and the many businesses they serve. Twilio’s agility allows them to iterate constantly, adding features and refining voice capabilities through simple API updates without the burden of heavy development cycles.
For Scorpion’s customers, the voice AI is far more than voicemail. It actively qualifies leads, checks calendar availability, and books services 24/7. Drake says one plumbing client saw $185,000 in influenced revenue within just three months of using the AI assistant to handle overflow and after-hours calls. "It's been contributing, on average, 8% a month to their revenue since they started using it," Drake adds.
Another client that used Convert exclusively for overnight calls experienced a 146% conversion uplift on missed calls. Yet another company doubled its booking rates and secured $13,000 in additional revenue in just 60 days.
Beyond the numbers, the qualitative success in the high-risk legal industry has been significant. While law firms are just starting to beta test Scorpion’s solution, many are already praising the AI for its professional, compassionate tone during sensitive intake processes. "It's human-like, which is very much what we're aiming for," Drake notes.
The reliability of Twilio’s infrastructure ensures that whether the call is about plumbing, pest control, urgent care, or a legal intake, the experience is seamless.
The new rules of business engagement
The Scorpion and Twilio partnership is a testament to the power of rapid innovation. By choosing to build on top of Twilio’s robust infrastructure rather than starting from scratch, Scorpion achieved what seemed impossible. For their company: an exceptionally fast time to value, deploying a market-leading AI solution in weeks. For their customers: 24/7 business engagement that increases revenue.
Beyond the technology itself, Scorpion leverages Twilio’s professional services for weekly roadmap meetings and early access to betas, gaining a dedicated engineering resource that empowers them to lead the market with cutting-edge innovations. Looking ahead, Scorpion is actively exploring outbound calling use cases, such as proactive appointment confirmations and lead follow-ups. As Drake notes, the ability to rapidly test and deploy these new capabilities is critical in an industry where customer expectations are always rising.
“That’s one of the things that sets our offerings apart,” Drake says. “We want to do more than just scheduling. We want it to be able to do all things—sales calls, billing questions, payments. Those things can be handled easily through voice, as long as we have the right connections.”
With Twilio’s help, Scorpion is leading the way toward the future of digital marketing communications—and helping businesses thrive along the way.
