Case Studies
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Case Study: Big Boy Websites

Problem:
Big Boy Websites had grown to a Nationwide organisation where they had a network of consultants from Invercargill to Auckland. They had several hundred clients needing to get directly to the correct person to help and the automated VoIP system was not getting callers to the person that could help them best and this lead to frustrated clients 
Action:
We were asked to put in a simple phone answering system for each of the regions that the company operated giving the appearance to the client that there was a professional organisation looking after them and now clients.
Result:
Today they have a personalised 24/7 phone answering service where calls are routed to the correct person quickly with no fuss. They have even increased the level of service that we have by now answering customer service questions and routing them to the correct person that may be able to assist.

Case Study: Self Employed

Good for Real Estate Agents | Mortgage Brokers | Consultants | Sub Contractors | Self Employed Tradesmen | Small Busy Retail
Problem:
A self employed consultant was working with a single telephone line, which was often busy, and she did not want to miss a call. She had call minder but felt customers would like a personal response.  
Action:
After talking with Call Care, the solution was to divert her calls to Call Care when the line is either busy or not answered. The call is answered in the company name; a message is taken and then e-mailed, texted and/or faxed to the office for her to respond to.
Result:
This makes her business seem bigger because she has more than one receptionist.

Case Study: Professional Service

Good for: Accounting professionals and Accounting Firms | Architecture Firms | Advertising Agencies | Marketing Consultants | Technology Firms | Automotive Workshops
Problem:
A professional services firm with 20 employees has a direct dial line to each employee. They did not want to employ a receptionist or have to roster someone to do the duty of directing calls.

Further, they found callers were getting annoyed at the automated voice prompt system.
Action:
Call Care's solution was to provide a 24-hour seamless service: answering all calls in the company's name and transferring the caller with introduction to the appropriate staff members.

If the staff member is unavailable or if it's after-hours, Call Care takes a message and passes it to the staff member via email, fax or cell phone text message.

In a remarkably short time, Call Care got to know the company and its business, so were able to handle callers with considerable aplomb. Call Care also supplied the company with call data that they would not have had access to before, making for easier and more accurate management decisions.
Result:
They found the call recording option to be an excellent addition too.  

Case Study: Small Service

Builders | Tradesman | Electricians | IT Technicians | Consultants
Problem:
A small services company was frequently out on customer sites, and did not want to answer calls when on job. 
Action:
The solution was to have calls diverted to Call Care. Urgent jobs are paged directly, or the caller is transferred to the company cell phone.
Result:
For all other calls, messages are taken and either paged out directly or e-mailed, texted and/or faxed to the company.

Case Study: A Motor Dealership

Good for Dealerships | Larger Retail Stores | Real Estate Offices | Appliance Service and Sales
Problem:
A motor vehicle dealership had five different divisions sales, service, parts, panel, and salvage, all working on the one phone number. 
Action:
Now Call Care collects all details of after-hours calls, and passes these to the correct rostered on-call person. Early in the morning, before the main reception team arrives and the vehicle workshop is open, calls are connected to service manager.

All motor vehicle Sales calls are connected to the Sales team directly.

After-hours Parts calls are texted to the duty phone, and a confirmation text sent to confirm receipt of the call.
Result:
Another convenient feature - if Jimmy the apprentice panel beater rings in sick at midnight, this message is called through at 7.30 am when the Panel team arrive.

A record of all non urgent messages for the next day, and call-outs, is emailed to the office to action the next business day.

Case Study: Real Estate Firm

Good for Sales organisations | Insurance Agencies | Marketing Agencies | Mortgage Broking Firms | Finance Companies
Problem:
A Real Estate (Sales) Firm with multiple agents found that calls were not always going to the right agent with correct information. This was because the agent was busy, or the on-call agent was busy with clients, or sometimes a family member was answering an after-hours call. 
Action:
The solution was to divert calls for Call Care to answer. Call Care then locates the agent requested, by landline or cell phone or text message, or uses an allocated on-duty agent if the agent requested is unavailable.
Result:
The firm also wanted to broadcast text messages to all sales consultants regarding up to date offers, which Call Care accomplishes quickly and well. 

Case Study: Small IT Company

Good for Small IT firms | New Businesses | Virtual businesses
Problem:
A small IT business services several large corporate companies. It needed a professional receptionist to answer calls, record the details in their web-based logging system, and pass the call to one of their technicians. 
Action:
They didn't want to pay a fortune to employ someone directly, so gave Call Care's free trial a go and found them to be fantastic.
Result:
Messages were accurate, and using Call Care enhanced the firm's reputation with its clients. Clients got the impression that the firm was substantial and more capable of handling bigger jobs.

Case Study: Electrical Retail

Good for City Councils | Power Authorities | Large Corporates with busy after hours
Problem:
A large electricity retail company required an after-hours service, primarily to deal with electricity faults dispatch throughout the company, and also to deal with other matters that arise from time to time, with the complexity of different metering solutions for different customers.
Action:
They needed a provider that would be intelligent, follow processes, and buy into and protect their branding culture and enhance their reputation with their customers.

Call Care provides transparent measuring tools to fulfill contractual obligations.
Result:
They found Call Care were able to fulfill all of their requirements, and have since added and extended their call centre work for Call Care.
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