How Terracon stopped losing high-intent visitors & qualified 70 sales ready leads in 13 days
A national engineering firm with 200+ offices deployed a branded AI agent, went live in under two weeks, and qualified 70 sales conversations in 13 days — without a single engineering change to their website.
INDUSTRY
Engineering & Environmental Consulting
PRACTICE
National (US)
SECTOR
Regulated Industry
146
Agent conversations recorded in the first 13 days post-launch.
70
Sales-intent conversations qualified through Scout.
2
Weeks kickoff to live
4
Qualified proposals in the first 10 days
CUSTOMER CHALLENGE
The problem wasn't traffic. It was what happened to it.
Visitors arrived with real questions and left without answers. Qualified prospects dropped off, non-buyers flooded the intake queue, and the sales team spent time triaging instead of selling.
Self-service gap
Prospects who weren't ready for a full proposal still needed information. There was no middle path between "browse the site and figure it out" and "submit a form and wait for a rep."
Lead quality
Inbound was noisy. Career seekers, former employees, residential homeowners, and vendor spam mixed in with real commercial prospects. Every non-buyer in the queue was time a rep wasn't spending on a real deal.
Information depth
Terracon's service complexity is significant — geotechnical, environmental, facilities, and more. Visitors asking specific questions had no way to get a direct answer without waiting for human follow-up.
Conversion drop-off:
More traffic and form fills weren't translating into completed Request-for-Services forms. Visitors who didn't find what they needed quickly left without converting.
Scalability without headcount:
As a firm growing through continuous acquisitions, Terracon needed website coverage that scaled with the organization — 24/7, across service lines, without adding staff.
HOW DOCKET SOLVED IT
One agent. Mixed traffic in. Qualified pipeline out.
Docket built "Scout", a branded AI agent for Terracon.com that guides commercial visitors, filters non-buyers, surfaces service-specific answers, and routes qualified prospects directly to Terracon's RFP pipeline. Deployed with zero engineering changes to the existing site, Scout went live in under two weeks, including a full legal review and sign-off from seven internal stakeholders.
THE SETUP
Zero engineering changes. Live in two weeks.
Five components shipped before launch and tightened on a monthly cadence — not a chatbot bolted onto the homepage.
01
Discovery-First Qualification Logic
Scout uses structured discovery questions to identify what a visitor is actually trying to do before routing them anywhere. Commercial developers, project managers, and facilities owners are guided toward the right service line and directed to Terracon's Dynamics-powered RFP form. Career seekers, residential inquiries, and vendor outreach are handled gracefully and filtered out — without burning rep time.
IMPACT
Non-buyers filtered at the agent level. Sales team receives pre-qualified conversations, not triage work.
02
Deep Service & Coverage Answers
Scout was trained on Terracon's full service portfolio — geotechnical, environmental, facilities, construction materials testing — and configured to answer specific questions about phases (Phase 1, Phase 2 environmental assessments, remediation), timelines, and multi-office coverage. Visitors in research mode get direct answers at the moment of peak intent, not a form redirect.
IMPACT
Visitors who previously dropped off without converting now get answers in real time — and stay in the funnel.
03
Custom Visitor Profiling & Intent Labeling
Docket's dashboard allows Terracon to create custom labels for visitor profiles and intent categories — a capability Terracon's Digital & Content Director flagged as differentiated from every other vendor they evaluated. Each conversation is tagged, tracked, and surfaced in reporting so the team can see exactly who is engaging and what they need.
IMPACT
First real visibility into website visitor intent across service lines — no comparable feature found in alternatives evaluated.
04
Regulated Deployment Framework
Deploying AI on a professional services website required legal sign-off before any public-facing launch. Docket prepared a formal AI risk evaluation document for outside counsel review — now the standard document for all regulated-industry deployments. Scout was configured to educate and route only: it never provides engineering recommendations or guidance that could be read as professional advice.
IMPACT
Legal cleared the agent for public deployment. Seven internal stakeholders signed off before the first external visitor saw Scout.
05
GTM + Dynamics Integration
Scout was deployed via Google Tag Manager with no changes to Terracon's existing website infrastructure. A dedicated Dynamics CRM form was built for attribution — so every agent-sourced RFP inquiry is tracked separately from other inbound channels, giving Terracon clean pipeline attribution for the first time. All qualified leads route directly into this form, keeping lead capture inside their existing enterprise stack.
IMPACT
Minimal lift from Terracon's team. Clean attribution from day one — agent-sourced RFP inquiries are distinguishable from all other inbound, so pipeline credit is provable.
Testimonial
We're seeing the value. I am thrilled to be able to share the results even in the first week and a half, and that's compelling. There are a couple of interactions here where I'm like — this knows more than I do.
KEY RESULTS
Live, validated, and routing qualified pipeline.
Scout went live April 4, 2026. Within two weeks, the program had measurable outcomes across engagement, qualification, and internal alignment.
Early Traction: > 1.8% Engagement Rate
In the first five days, Scout achieved a 1.8% engagement rate — well above industry benchmarks for B2B website chat. Commercial prospects with real questions about geotechnical phases, environmental assessments, and regional coverage weren't abandoning the site. They were staying to get answers.
24/7 Coverage Delivered High-Intent Leads
Weekend visitors showed higher intent and faster progression to pipeline than weekday traffic. Prospects researching engineering consultants don't work 9-to-5 schedules. Scout's 24/7 availability captured qualified demand that would have otherwise been lost to competitors who could answer first. Weekend coverage wasn't a nice-to-have — it was directly tied to pipeline quality.
Scale your website without scaling your headcount.
Scale your website without scaling your headcount.
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