The business:
OKClean
Sanitation Services Inc. in Dubuque,
Iowa is a small company of 10 employees serving in
the tri-state
area of Illinois, Iowa and Wisconsin. It was
having difficulties providing a single point of
contact for its customers in three states. As they
couldn’t provide multiple service hotlines in
three states with three area codes for customers to
call long distance, they lost many sales
opportunities. Further, they can only afford hiring
one full-time operator to set up appointments and
answer service questions for customers.
The
requirement:
They
wanted a phone system where customers in three
states could reach OKClean by calling one number. To
encourage customers to keep calling back for
promotions, they wanted that number to be toll-free.
Every month, they have different special promotions
they want broadcasted to customers. Since all
janitors are dispatched to work in different
locations, they couldn’t answer customer calls
when they were out of town. Operator Michele would
have to check voicemail messages for each janitor
and take customer phone numbers to call back for
appointments or support issues. Also, they didn’t
want to install additional lines, buy new telephone
equipment, or change any of their phones.
Solution
and result from TeleCenter:
A
toll free line, 1-888-OK-Clean, was setup so
customers can now call from anywhere in the United
States to find out about OKClean's services.
Customers dial toll free to check prices,
leave messages for janitors and make appointments
with Michele when she calls them back. When calls
are answered the caller is greeted by a short
welcome message, prompting the caller to press 1 for
new promotions, 2 for Order Department, 3 for Site
Manager and 4 for appointments. Callers are unaware
that staff work at different locations, leaving them
with a vision of a telephone system normally
associated with much larger organizations.
Sales
have increased almost 300% during the first six
months of TeleCenter service. Customers satisfaction
rate has also soared to 95%.
Dubuque, Iowa, USA
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