Case Studies Full-Length

 

 

National Home Builder

Problem

A consulting company analyzed communications for a national homebuilder. Results showed an abandoned call rate of 33%. Another 33% of calls never received follow-up. Clearly, poor communications was having a devastating impact on sales.

Solution

The homebuilder approached Westpark Communications to develop a solution for their problem.

Westpark, working closely with the client, developed a two-tier approach. First, overflow calls that were being routed to a National Call Center are now directed to Westpark’s call center. Westpark Telephone Service Representatives (TSR) are provided with contact information for the various communities around the country. This information is passed on to the callers. The operator can also access information related to a specific community.

The second tier of Westpark’s solution involves specific communities. Each community is provided with a toll-free number, which is advertised in the local area. When a call is received on the toll-free number, the Westpark TSR obtains contact information from the caller and answers any questions about the community. Westpark TSR’s have access to the community price range, square footage, school district, types of homes, driving directions, community status, amenities and features, business hours, and the community contact name and phone number. Sales representatives at the communities are provided with the contact information of callers on a daily basis, enabling timely follow-up.

The contact information is also maintained in a database for the homebuilder’s use. The toll-free number is often advertised before the community is open for sales. The homebuilder then uses the database to invite the prospective homebuyers that have called to a Grand Opening.

When the consulting company performed a subsequent analysis, results were dramatically improved – 100% of the calls were answered and received followed up.

 

 

Plumbing Company

Problem

A local plumbing company was caught in a familiar dilemma. They needed a quality answering service, but had a limited budget to work with. After trying several answering services, the plumbing company reached an impasse. Many of the answering services simply were not capable of providing the level of service they needed. Others ended up being too expensive.

Solution

After looking carefully at the plumbing company’s requirements, Westpark provided a remedy that gave them quality service within their budget.

Westpark utilized SmartComm, a proprietary automated communication system. SmartComm takes care of non-emergency calls, while directing emergency callers to a Telephone Service Representative (TSR). The TSR then uses Westpark’s Message Receipt Verification Service to send emergency calls to the on-call plumber via text to his cell phone. The on-call plumber then replies by text that he has received the message.

By combining Live Telephone Answering Service with SmartComm, and by using Message Receipt Verification Service, Westpark provided the quality the plumbing company needed at an affordable price.

 

 

Consumer Product Distributor

Problem

A consumer product distributor had been using a call center to take orders from their web site. They were extremely dissatisfied with the service they were receiving. The call center used an auto-attendant to answer the calls, and placed the callers on hold for extended lengths of time waiting for an operator to get to the call. Many callers hung up in exasperation. The operators at this center did not appear to be very familiar with the products and were not helpful in assisting callers with their purchases.

Solution

The consumer product distributor chose Westpark to become their order entry center. A key reason is that, with Westpark, all calls are answered by a Telephone Service Representative (TSR). Each Westpark TSR receives extensive training and a thorough orientation to a client’s products.

As a result, the distributor now enjoys a high level of service and customer satisfaction.

 

 

Real Estate Management Company

Problem

A large commercial real estate management company was concerned about their answering service bill. The charges that had once seemed acceptable were now rising steadily – and without explanation.

Solution

The real estate management company contacted Westpark for a review of their situation. After careful analysis of their after-hours calls, Westpark discovered several controllable items that could be addressed. Up to 74% of the messages were non-emergency. However, there answering service call center was still attempting to deliver them as though they were emergency calls. This added significantly to their bill. They also had two accounts performing the same function, but for different properties.

By combining the two accounts, and making adjustments to the manner in which calls were processed, Westpark was able to provide superior service and lower the management company’s bill by 20%.

 

 

Major Hospital

Problem

A major hospital was suffering from an acute communications problem. An important service – their Physician Referral Line – was ineffective. The hospital staff, already busy with multiple job duties, was unable to answer the Physician Referral Line at all times. Even worse, no one was available to answer calls after normal hours of operation (Monday through Friday 8:00AM until 5:00PM). The aim of the hospital was two-fold: (1) increase patient satisfaction with the Physician Referral Line, and (2) increase the productivity of the staff assigned to respond to the line.

Solution

Westpark, working in cooperation with the hospital IT department, made a direct link to the Physician Referral Line software. Calls to the Physician Referral Line were redirected to the Westpark call center where Westpark Telephone Service Representatives (TSR) provide service 24-hours-a-day. This not only improves responsiveness to callers, but also allows the hospital’s staff to focus on their main duties.

With the change to Westpark, the number of referrals provided increased 233%. The number of callers indicating call center representatives provided the referral they needed increased by 29%. Better still, the percentage of callers rating the overall service of call line representatives as “excellent” increased by 19%.

 

 

Capital Goods Manufacturer

Problem

A major manufacturer of capital goods operates with a national network of dealers. When one of their clients needs service work after-hours, their answering service (Westpark) notifies the appropriate dealer by phone. However, one of their national clients had a unique need: they wanted to e-mail service requests instead of placing phone calls.

Solution

Westpark developed a system in which requests are received by email, and then passed on to the appropriate dealer.

The manufacturer later developed a Web site for non-emergency service requests. When Westpark receives a request, the Telephone Service Representative (TSR) logs-on to the web site, and enters the information for the caller directly into the site.

 

 

Consumer Product Manufacturer

Problem

A start up consumer product manufacturer developed several products marketed primarily to seniors. The manufacturer is set up so that orders can only be placed on-line using the manufacturer’s Web site. The manufacturer recognized that many seniors are not Internet-capable, thereby limiting sales. However, the manufacturer did not want to invest in staffing an inbound call center.

Solution

Westpark enabled the manufacturer to improve order procedures without adding employees.

The manufacturer’s customers are now supplied with both the Web site address and a toll free order line number. Westpark Telephone Service Representatives (TSR) answer the toll-free order line and then enter the caller’s order information directly into the manufacturer’s web site.

This procedure has also helped the manufacturer improve customer care. When a customer service call is received on the order entry line, the caller’s contact information is sent immediately by e-mail to the manufacturer.

The manufacturer is now capable of processing thousands of orders each month, while maintaining their staff at only two individuals.


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