With over two decades of experience, CMS Companies has become a trusted name in residential and corporate moving. Whether it’s a cross-town relocation or a global transition, CMS delivers tailored moving and storage solutions built on empathy, efficiency, and precision. Today, with more than 400 professionals across Seattle, San Diego, Vista, and two warehouses in Phoenix, CMS is scaling its high-touch service with help from an unexpected ally: AI.
A good problem, but a problem nonetheless
In the moving industry, timing is everything. Prospective customers typically reach out to 3–5 companies at once, and the first to respond often wins the business. For CMS Companies, this surge in demand was both a sign of success and a growing pain. They were receiving inbound messages at a pace their team simply couldn’t keep up with. It wasn’t uncommon for leads to go 2–3 hours without a response, which often meant the opportunity was already gone by the time a rep followed up. Follow-ups presented a similar challenge. “We knew that 80% of sales require multiple follow-ups, but staying on top of that manually just wasn’t scalable,” the CMS team explained. As volume increased, so did the risk of missed conversations and lost deals.
Scaling speed without sacrificing quality
Since implementing Clerk Chat’s AI agents in March 2025, CMS has seen a major shift, in particular being able to keep pace with their growing demand without overwhelming their team:
2,086 AI follow-ups have been sent automatically and on schedule, ensuring no lead slips through the cracks
1,070 unique customer interactions have been handled by AI agents across channels
395 qualified leads have gone through the AI qualification process, with key questions like move date, origin, and destination, answered and synced directly to HubSpot
Now, incoming leads get an immediate response and are qualified within seconds. The AI doesn’t just acknowledge the message, it jumps into action, asking the right questions, collecting essential details, and scheduling appointments - not to mention, this data is automatically instantly routed into CMS’s CRM, without requiring rep intervention.
What used to be a bottleneck is now a competitive advantage.
Zooming out to the bigger picture
Clerk Chat’s AI agents didn’t just help CMS respond faster. It changed how the company connects with customers. Every message is answered instantly, every lead is nurtured, and every detail is captured. CMS has created a more responsive, reliable, and personalized experience from the very first touchpoint.
Here’s what that looks like in practice:
Massive time savings: With 1,070 customer interactions and 395 qualification conversations handled by AI, reps now focus on high-value deals instead of chasing initial responses.
No lead left behind: 2,086 AI-powered follow-ups ensured consistent engagement—every lead was nurtured, on schedule, without human error or delay.
Instant qualification, instant routing: AI collects key details like move date, origin, and destination, then updates HubSpot in real time.
Better data = better visibility: All conversations and follow-ups are mapped back to HubSpot, giving the team a full view of lead activity, pipeline stages, and outcomes.
24/7 responsiveness: Prospects get answers any time of day, improving customer experience, especially in moments of stress and urgency like relocation.
AI that adapts, not just replies: The qualification agent isn’t a script. It’s intelligent, flexible, and context-aware, guiding conversations like a seasoned team member.
Speed to lead, and speed to close
With Clerk Chat’s AI, CMS turned a manual, delay-prone sales process into a real-time engine for growth. Leads that used to wait hours for a reply now get help in seconds. Reps are freed up to focus on closing, not chasing. And every follow-up is handled - like clockwork.
