Case Study - Plumbing Business

Case Study: Enhancing Service Quality and Growth for a Leading Plumbing Business

Client Background:  One of clients is a large local well-established plumbing business known for its reliable and prompt service, they undertake a wide range of plumbing issues from routine maintenance to emergency repairs. As the business grew, managing the increasing volume of customer calls became a significant challenge, leading to missed calls and potential lost business.

Challenges:

• High Call Volume: The business received numerous calls daily, including emergency requests, routine service inquiries, and follow-up calls.
• Administrative Overload: The client employed plumbers and not administrative staff but found themselves spending a considerable amount of time on the phone, which detracted from their ability to perform on-site work efficiently.
• Inconsistent Customer Service: Without a dedicated receptionist, the quality of customer interactions varied, impacting the business’s reputation and customer satisfaction.

Solution : Based upon a recommendation from another client we have provided a team of experienced virtual receptionists who answered their calls in the business’s name, using a personalised script that reflected their brand and values, we can assist in managing their appointment calendar, ensuring all bookings, reschedules, and cancellations are handled promptly and accurately, with all calls answered in a friendly and professional manner, providing consistent and high-quality customer service.

This has resulted in improved customer satisfaction and customer loyalty

Client Feedback: The client is happy to report that their customers receive the attention they deserve and professional call handling service has significantly improved their efficiency and enhanced their reputation in the local area.