Problem
A Professional Services company, with over 300 locations across the US, couldn’t sustain growth without investing in new infrastructure. Management decided that they needed new technologies, tying them together with an 800 number, that would link scheduling, sales, and call routing in one efficient system.
They needed a toll-free vanity number that could be heavily marketed and would allow a customer to dial the 800 number from anywhere in the country, then to be routed to the closest location. They also needed reliable reports, an important component in managing the effectiveness of marketing campaigns.
Solution
800 ADEPT® was chosen through the company’s formal vendor selection process and provided a routing solution that connects customers from anywhere in the country to the closest local office. The universal toll-free number gives the company the ability to provide same-day service for emergency calls. A customer contacts the toll-free number and is routed to the nearest office where a representative can use the company’s tracking system to determine where the closest van is and when it can respond to the emergency.
Customized call-flow designs, provided by 800 ADEPT®, also help the company to address many operational issues. This comprehensive application includes turnkey features like direction caller connection, coverage for unsold territory, after-hours call distribution, an emergency contact system, a centralized voice mail system, and an automated outbound notification. By working with the professional team at 800 ADEPT®, the company was able to customize and launch many subsequent applications to address a wide range of services and products. The company also utilizes 800 ADEPT’s online call reporting system to track call distribution, manage individual office performance, and forecast future growth patterns. These management tools provide executives with the information needed to target their markets and focus on areas for expansion.
Benefits
Millions of minutes later, 800 ADEPT® is still helping this client to achieve continued growth. Our client has been able to meet a high growth in demand because of an aggressive national ad campaign (that always includes the toll-free number), the application of 800 ADEPT’s routing product SmartGEO® and the reliability of the ADEPTEL® platform.
The company advertises the toll-free number on television and billboards aggressively, spending more than $25 million (growing each year) on television commercials, becoming one of America’s new household names. “That has really served as the catapult to us becoming the brand name in [our] industry,” stated a top company executive.
The success of a marketable toll-free number, efficient routing and reporting is partially responsible for an increase in customer satisfaction due to the seamless behind-the-scenes routing and the reliability of the platform.
Testimonial
"800 ADEPT® really came through for us right from the beginning.
When we started our 800 number services, we had a very tight timeline to get our service up and running due to marketing plans. 800 ADEPT® worked with us to quickly develop a great call distribution and reporting system.
We have been with 800 ADEPT® now for almost five years and they are the most responsive and reliable vendor we do business with."
... Vice President,
New Business
Development
