Company V is a national van leasing franchise. They were planning to invest heavily in marketing to increase sales, grow their franchise and increase market share.

The issue

Having scheduled a very aggressive marketing and TV advertising campaign with Sky Sports and many premier channels in 2014/2015, the company realised that they needed to be able to capture potential leads but didn’t have the necessary resources in-house. Their existing telephone answering service didn’t have the appropriate resources to handling their requirements; they could only follow a script and take basic messages. Company V required a service that could be an extension of their office, not ‘just’ another telephone answering service.

Company V required a telephone answering service that could answer the calls, enter all the required information into a bespoke CRM and transfer the lead to the appropriate region or team member. They were referred to Telephone Answering because they were able to create a bespoke solution for the company’s requirements.

Our bespoke solution

After discussing the requirements and expectations with the company, we created a bespoke telephone answering solution to capture the calls and leads and, where appropriate, appoint the customer to the local (or original) sales executive, franchisee or Head Office sales team. This had to be at a time to suit the customer, to maintain the existing customer relationship.

This was achieved by accessing and entering essential lead data on the Companies CRM and ensuring that the relevant sales executive/franchisee was allocated for the lead. The customer was also informed of the sales executive’s name so that the returned call was not from an unknown person.

Where are they now?

Company V has since grown to become a leading, national van leasing brand and has significantly increased their market share. Their franchise network has also grown, as has their in-house team and customer support and sales teams. In fact, they had to relocate their Head Office to a much larger office to accommodate the exponential growth.

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