Recent case studies

Air Conditioning Installers and Maintenance

Air conditioning unit repairInstallation and maintenance of all makes of air conditioning units for offices, restaurants, hotels, commercial units, schools and hospitals. Customers range from small, one-man offices to buildings with multiple units. Majority of clients are local to Farnham and in or around Surrey.

Calls answered in company name and a simple message is taken and then emailed to client. If the call is urgent, for example a unit has broken down or is leaking, then calls are transferred to an available engineer.

At set-up our client guessed they were missing 10 to 15 calls a month and were surprised (and delighted they had found us) that in the month long trial we took just over 40 messages, 4 of which were new enquiries worth several thousand pounds plus the possibility of ongoing maintenance contracts.

Fine Art Company

fine artAn online fine art house that deal exclusively in high-quality photography dealing in modern, post modern and contemporary art in particular. Our client does not have a shop as such but regularly travels around the UK to exhibitions with prints and art work available to view and order online.

Connect operators greet callers in our client’s company name and follow a bespoke detailed script. Callers ask a range of questions ranging from directions to the latest exhibition, looking to order work or sometimes chasing an order.

“Connect are a friendly, organised and professional answering service whom we use regularly. When AOA staff are absent from the office, this proficient company answers our telephone calls, takes messages and inform us by sending texts or emails. Connect are reliable and I would highly recommend them to any company.”

Patricia Page

Airport Operators Association (AOA)

Online Jewellery Shop

Online JewelleryOur client has a love for all things sparkly and offer an online collection of designer jewellery from all corners of the globe.

Connect acts as an outsourced reception where our operators answer, handle and complete caller’s orders and queries from the bespoke instructions written and agreed with the client.

As always calls are answered in our clients trading name by one of our professional receptionists who is then able to advise of stock, dispatch queries, return procedures, and of course, take and process payments.

Events Company

Stag and hen partyAn adventure, activity and events company mainly dealing with stag and hen parties.

Although based in Newcastle, our new client attracts calls from all over England, Scotland, Wales and Ireland from prospective stag and hen organisers looking for something different for their family and friends. From a day’s white water rafting in Aberfeldy, to a weekend of drinking in Amsterdam, our client ensures his callers have an occasion to remember.

Connect operators take basic details of where, when, how many attendees and a rough idea of budget before either transferring to the appropriate venue or organising a call back at a convenient time.

Osteopathy Clinic

Treament at an Osteopathy ClinicBased across 3 clinics in Bedfordshire, our new Osteopath client offers treatments to help relieve joint and muscle pains, sciatica, arthritis, neck pain and sports injuries. Each clinic already has it’s own receptionist but they often help with treatments and so are not always available to receive calls so Connect now acts as an overflow for all 3 locations.

Calls are answered differently for each clinic thanks to our unique software and our receptionists follow a bespoke script for each call where they access our clients Cliniko diary where we can book, amend and cancel appointments. We are also available to relay basic advice such as directions, opening hours, pricing and treatments offered.

Nutritionist, Sole Practitioner

nutritionist client offers adviceOur client is a nutritionist who works one-to-one with clients to help them to overcome their health issues using personalised nutrition programmes. She does have an office/consulting room but the majority of her clients prefer her to organise home visits as, among other things, she is able to actually see the contents of their cupboards and advise what needs to be replaced.

Based in Birmingham, our client covers a wide area of the Midlands and is frequently unable to answer her phone as she may be driving or with clients. Connect receptionists answer in our client’s name and act as her PA, booking appointments via the Nutritionist’s existing online diary and often relaying information for existing patients.

Sign and Graphics Manufacturer

Graphics and signage companyA sign and graphics company that design, manufacture and install all visual communications. Geared mainly towards business to business although they do have the occasional private consumer for large birthdays, weddings etc

Most phone calls for our clients are requests for quotes and so our operators collect basic contact details for the company but need to take detailed information on the dimensions involved, material and the quantity required in order for our client to give an accurate quote for the prospective work.

Originally our client suspected they were missing a couple of calls a week but were amazed to find, that after taking us up on our offer of a free trial, it was actually closer to 25 calls a week. Each missed phone call and quote is potentially worth thousands of pounds and so our client is very happy to be on our Connect 100 tariff priced at just £114.99 per month plus VAT

Conveyancing Solicitors

liverpool solicitorA Liverpool based firm of conveyancing solicitors approached Connect asking if it were possible for us to follow a bespoke script and fill out an online form on behalf of callers, specifically new enquiries.

Our client is a firm of solicitors that specialise in conveyancing and property law mainly in Liverpool and the surrounding areas including Manchester, West Derby and Warrington. It is important that new enquiries are handled differently to existing clients as a separate office deals with these.

Connect answers all inbound calls, existing clients are transferred to their case officer or a message is taken and emailed to the correct person. For new enquiries our operators access a secure online form and take detailed information so that the best suited solicitor can contact the client as soon as possible.

Piano Tuner

piano tunerOur client is a piano teacher at heart but is also a professional piano tuner. He splits his work into two separate businesses and it is his teaching that takes up the majority of his time meaning that he is unable to easily answer calls from prospective clients.

Our new client did not have a separate telephone number for his businesses so we provided him with a Newcastle telephone number so that callers would instantly recognise that he was local to them. Our operators handle all new and existing enquiries and alert our client via email and SMS txt message.

Page Last Updated: November 5th, 2021