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- Voice Mail | Case Study
- How Taylor Cooling & Heating
Increased Sales........a case study
- Taylor Cooling & Heating has 44 employees
serving customers in
California, Nevada and Arizona.
The company had a major problem: providing a single company contact phone number for service calls, sales prospects
and existing customer calls. For years the company maintained toll free and local telephone numbers for each office
in each state.
The company knew they were losing new sales because there was very little control over how inbound calls were answered
and directed.
In addition, with all of their toll free numbers and locations, the company's advertising efforts were difficult
to track.
Taylor had budgetary concerns too. They knew they had to streamline their three state call management system. They
wanted to spend as little money as possible getting a new strategy implemented.
- Solution and Result From the
Telecommunications Center
A single toll free Telecommunications Center
number was installed so customers can call from any of the three serviced states.
When a caller dials the company's toll free number, the caller is greeted and prompted to enter a selection.
The system says, "...If this is a service call, press 1, for sales, press 2, to receive a call from our quote
department, press 3, to hear advertised sales specials, press 4.
Customers can dial this main toll free number to hear advertised specials, direct their call to the proper service
center (based on which state they are calling from, request an appointment for a quote or dial an extension to
reach a specific person.
So even though the sales department is located in California and the service and maintenance department is staffed
and dispatched from Arizona, the caller is "transparently" sent to the proper department in an efficient
and professional manner.
The impression that a caller receives is that they are calling a well oiled and organized enterprise.
Sales have increased to near 175% during the first six months of Telecommunications Center service. Customers satisfaction
rate has also soared to 98%. Management feels that this was one of the best decisions the company has ever made.
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