Gold Cross Answering Service

BACKGROUND

Introduce your business and what you do there.

I’m the service manager at a 24-hour HVAC and refrigeration company. We focus on air conditioning, heating, ventilation, and foodservice equipment repairs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Gold Cross Answering Service?

We needed someone to take over our dispatching services outside of our normal business hours. Typically, we’re open from 7:30 a.m.–4:30 p.m. on weekdays, and it wouldn’t have been feasible for us to staff a full-time 24/7 dispatcher. They stepped into that role for us.

SOLUTION

What was the scope of their involvement?

During our workday, we don’t have a ton of interaction with them outside of followup updates and on-off questions. We also will notify them of any changes to our technician rotation list, so they know who to contact during off-hours. After we close for the day, they’re responsible for fielding any service-oriented calls.

Typically, they’re collecting basic information from customers and a description of the issues they’re facing. Then, they call our on-call technicians with the information. From there, its the technician’s responsibility to handle a more detail scope of retrieval. Gold Cross Answering Service coordinates and maintains that customer contact.  

What is the team composition?

We have a primary point of contact with them, but I’m not sure how large the rest of their team is. 

How did you come to work with Gold Cross Answering Service?

We heard about their 24-hour services from others in the industry, so our team reached out. From there, we got them in places as our on-call dispatch center. 

What is the status of this engagement?

We started with them in fall 2017 and continue to work with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their services have been satisfactory. There have been very minimal miscommunications between the customer and our technicians.  

How did Gold Cross Answering Service perform from a project management standpoint?

We’ve never had issues with them. If there are questions on their end, they’re good about reaching out to our team directly for answers. We communicate over email for all non-emergency situations. They do a great job of communicating to ensure our needs are met.

What did you find most impressive about them?

They produce a quality service day in and day out—they’re consistent. That’s exactly what we were looking for. They offer the same level of service that we expect of ourselves.   

Are there any areas they could improve?

I can’t think of anything. 

Do you have any advice for potential customers?

Be open and honest with communication. Every company has their own expectations, and its important to get that information out in the open. That’s how our relationship has worked so well.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of an automotive repair shop.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Gold Cross Answering Service?

They’re heading up the dispatching on our towing services on rotation.

SOLUTION

What was the scope of their involvement?

We have a 24/7 emergency service deal with them, so we depend on them to call with the correct information to get tow trucks dispatched in 20 minutes or less. This is a high-touch form of customer service. They provide a single number for any sort of emergency dispatch. 

What is the team composition?

I deal directly with their supervisor. She acts as our account manager.  

How did you come to work with Gold Cross Answering Service?

I was first introduced to their company when I first joined a towing association. They were offering all types of emergency dispatch services at the time. We wanted one number to call for help instead of having to go through a list of several companies. 

How much have you invested with them?

We’ve spent between $5,000–$10,000 on their services over the years. 

What is the status of this engagement?

We started working with them in May 2003, and our collaboration is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

It’s been a good service, and they’ve done a fantastic job. Their team is growing and consistently updating their equipment to offer the services that we need. When requirements change, they’re quick to adapt to them. It’s been a good relationship.  

How did Gold Cross Answering Service perform from a project management standpoint?

Our point of contact is quick to resolve any problems that we bring to her attention. If there’s a problem with protocol compliance, they do what needs to be done to address that issue. Then, they’re sure to loop in the members of the association to make sure everyone is on the same page.

What did you find most impressive about them?

They’ve done an excellent job of finding good help and talent for us. That can be difficult in this industry, but they’re staying on top of it. If they have a new hire that isn’t working out, they’re also quick to make adjustments. 

Are there any areas they could improve?

Like any relationship, there were growing pains as we were initially adjusting to the system. However, they’ve been quick to solve all of our problems. While it can sometimes be challenging to get ahold of them immediately, they’re good at addressing our problems within 24 hours. 

Do you have any advice for potential customers?

As long as you have clear protocols in place and communicate clearly, they’ll do what you need them to do. It shouldn’t be a problem working with them.

BACKGROUND

Introduce your business and what you do there.

I’m one of the principals of a specialty plumbing contractor that focuses on water equipment.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Gold Cross Answering Service?

Our primary reason for hiring Gold Cross Answering Service was to handle after-hours calls.

SOLUTION

What was the scope of their involvement?

Gold Cross Answering Service manages calls after hours and during the weekends. For after-hour calls, their team transfers the information to assigned people. They take on responsibilities so that our team members don’t need to be on call. When all of our teammates are on the phone or out of the office, their team provides backup. They answer calls during the day and take customer information so that we can get out to handle our customers and provide better customer service.

What is the team composition?

We have a primary point of contact but recognize that they have a team of people who handle incoming phone calls.

How did you come to work with Gold Cross Answering Service?

We found them at a trade show. We followed up with a phone call to ask them a series of questions. They also provided us more details. Gold Cross Answering Service had the right offering for the right price, so we thought that it was worth a try. We’ve been happy ever since the engagement began.

What is the status of this engagement?

We started working together in April 2017 and our relationship’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We’re definitely satisfied and have never had the need to look elsewhere. The quality of our customer service increased. If we have a call that can’t be answered, it rolls over to Gold Cross Answering Service. We experienced a hurricane and lost Internet for a couple of days. Their team was our lifeline to be able to take any customer calls because our phone system operates on Voice over IP. Without the Gold Cross Answering Service, we would’ve been high and dry. Their team came to the rescue.

How did Gold Cross Answering Service perform from a project management standpoint?

By and large, their project management’s good. We’ve only had minor hiccups with them communicating the right information to the right person.

What did you find most impressive about them?

I’ve never heard a customer feel like they dealt with just an answering service. Unlike other service providers, they’re professional.

Are there any areas they could improve?

There are times when they send information to the wrong people.

Do you have any advice for potential customers?

Make sure that your phone system is set to meet your expectations. For example, our phones are set up to direct unanswered calls to Gold Cross Answering service during business hours too.

BACKGROUND

Introduce your business and what you do there.

I’m the administrative coordinator for American Ice Company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Gold Cross Answering Service?

We were looking to not have a pager anymore and become more modern. We hired Gold Cross Answering Service to answer our phones.

SOLUTION

What was the scope of their involvement?

The majority of their services take place after hours and on the weekends when no one is in the office manning the phones. During the week, they still take our customer’s calls if I’m away from my desk. From there, they’ll text us right away and let us know the details of that call. 

What is the team composition?

Kim (Account Manager, Gold Cross Answering Service) and one other person are the two who I normally speak to, but I’m sure there are others working on the project. 

How did you come to work with Gold Cross Answering Service?

I searched Google for answering services and discovered Gold Cross Answering Service is right here in our backyard. That was the primary reason we chose them because we like to do business locally. 

How much have you invested with them?

We’ve spent between $5,000–$10,000, so far. 

What is the status of this engagement?

We started working together in April 2017 and they’re still providing services for us. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Their services are excellent. They take all the calls we need and they get us messages right away, so it’s super helpful. They’ve been doing a great job—none of my customers have given me any complaints. Since hiring them, our process has really been smoothed out and improved greatly from using a pager. 

How did Gold Cross Answering Service perform from a project management standpoint?

To start, Kim came to our office and we let her know our needs so she could create a plan. She emails me to give updates about calls and minutes, in case our plan needs to fluctuate between levels. She’s great at communicating changes. 

What did you find most impressive about them?

It’s neat to get texts from them since it’s been really useful for us. Their message goes to all three of us in charge, so if one person isn’t available, someone else can take care of it. 

Are there any areas they could improve?

Making sure they get the customer name completely correct would prevent me from having to only use their phone number, but it’s a very minor thing to improve. Everyone can make mistakes and mishear customers, too, so it’s a common thing that could happen. 

Do you have any advice for potential customers?

Go for it—they have a very good program. 

BACKGROUND

Please describe your company and your position there.

I am the General Manager for all of our Chicago and Mid-Atlantic dealerships. A a franchisee of Culligan Water we provide water treatment and filtration services to tens of thousands of homes across North America

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Gold Cross Answering Service?

Being a service provider to a very large base of both existing and new customers we found it difficult at times to ensure that all customers making contact with us received a personal one on one experience when they called into any of our dealerships. We decided to partner with Gold Cross Answering Service to help us have a human contact with every customer.

What were your goals for this project?

Our goal as company is simple. To never have a customer reach a dead end or voicemail box no matter what day or time of night they call.

SOLUTION

How did you select this vendor?

Thru some pretty extensive research of comparable services, Gold Cross Answering Service won out for their ability to not only take messages but to also handle emergency calls with customers in a manner that can also reduce potential damages to equipment and property by walking customers thru by pass procedures etc. saving us and our customers aggravation and money.

Describe the project in detail.

Setting up with Gold Cross Answering Service couldn't be any easier. Each location is set up with a call forwarding number so that if all our representatives are on the line or we our outside of our normal business hours those calls are redirected to Gold Cross Answering Service. Gold Cross Answering Service also worked with us to establish a calling tree should a emergency call be needed to help us ensure a technician could be dispatched as soon as possible to our customers.

What was the team composition?

I along with our customer service managers worked directly with the our account manager at Gold Cross Answering Service to set up our accounts and provide contact lists etc.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We have a 100% rate of every call being directed to our main lines being answered by a human being! This direct connection also by products into a much higher retention rate than prior to utilizing Gold Cross Services

How effective was the workflow between your team and theirs?

In a single word, seamless. Gold Cross Answering Service provides written documentation of any follow-up calls needed to our team and is distributed to all team members for that location to ensure nothing falls thru the cracks.

What did you find most impressive about this company?

Ease of being able to contact our account managers if there ever needs to be a change or amendment to a policy.

Are there any areas for improvement?

Everyone always has room for continous improvement but our end product of service received from Gold Cross has remained above our expectations.

BACKGROUND

Introduce your business and what you do there.

I’m the manager of national accounts for a water filtration company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Gold Cross Answering Service?

We hired them so we could be available to our national customers 24/7.

SOLUTION

What was the scope of their involvement?

After 5 pm, our phones get switched over to them and the phones return to us at 8 am. They take calls that come in and dispatch them to our local dealers who have an emergency service if it’s required. If that’s not required, the team sends us an email the next day recapping the call. We then reach out to the customer and dispatch it to the local dealer to address the service. 

What is the team composition?

My point of contact is Kim (Account Manager, Gold Cross Answering Service). 

How did you come to work with Gold Cross Answering Service?

Gold Cross Answering Service was already hired when I got into this role. 

What is the status of this engagement?

The engagement began approximately in 2010 and their service is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

The support they provide us is very good. All of my interactions with their team have been extremely pleasant and professional. 

How did Gold Cross Answering Service perform from a project management standpoint?

When we need to let Kim know about any early closures due to weather or company events, she’s always very easy to work and communicate with. 

What did you find most impressive about them?

Given that the amount of work that they supply for our department, in particular, is pretty minimal, what they do is great.

Are there any areas they could improve?

No, there’s nothing to improve. 

Do you have any advice for potential customers?

I recommend keeping an open line of communication and having an open dialogue. 

BACKGROUND

Please describe your company and your position there.

I am the President and second generation owner of a Culligan Water Franchise. We provide for the Rental, Service and Sales of Water Treatment Equipment for both residential and commercial clients. We also deliver bottled water, softener salt and other water treatment related items.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Gold Cross Answering Service?

After hours phone call answering

What were your goals for this project?

Do be able to capture our customer's calls when we aren't able to answer the phone calls. Do provide 24 hour contact with our company so we can provide 24 hour service and capture phone inquires for new customers 24 hours per day.

SOLUTION

How did you select this vendor?

Great reputation with in our Dealer organization and were very visible at a couple of our annual dealer meetings and gave us onboarding information there.

Describe the project in detail.

They answer our phone inquires when we can't

What was the team composition?

I have a sales person who handles my services and I can call at anytime and have the staff or managers edit my account to tweak my needs.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We were able to close our office on Saturdays when it could be quite slow. Several times we have captured service problems that the customer would have normally had to leave a message or call back when we were open. Several times we have received leads for new customers that otherwise would have never left a message when we are open. Several times emergency after hours calls have been captured that we have not been connected as easily if we just used voice mail on our local phone system vs after hour call answering.

How effective was the workflow between your team and theirs?

The experience with the Gold Cross Team has always been polite, professional and dependable.

What did you find most impressive about this company?

The huge benefit that we get using Gold Cross and the easy access to tweaking our account needs when needed.

Are there any areas for improvement?

Emergency calls could be filtered out a little better. Sometimes the caller asks for emergency service and it's not an emergency. It seems like more training in that area could help better categorize these kinds of calls.

BACKGROUND

Please describe your company and your position there.

Commonweal Development Corp is a professional real estate company that provides Commercial real estate brokerage, development, and management IN WESTERN WISCONSIN AND EASTERN MINNESOTA

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Gold Cross Answering Service?

To field calls 24 hours a day and send the necessary information to the appropriate technician is vital to the safety of our communities and the preservation of the property that we are entrusted.

What were your goals for this project?

The safety of our communities and the preservation of the property that we are entrusted.

SOLUTION

How did you select this vendor?

By trying other businesses and sticking with what works

Describe the project in detail.

The afterhours call service Gold Cross provides is a critical component to our facility management program. The ability to field calls 24 hours a day and send the necessary information to the appropriate technician and or office is vital to our mission.

What was the team composition?

We have dedicated team members at Gold Cross that work to ensure our needs are met. We communicate regular and they check in form time to time to ensure we are satisfied. Additionally, we have our own online portal that we can use to update quarterly.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Over the past five years we have not had a single significant afterhours maintenance situation go unchecked or unresolved.

How effective was the workflow between your team and theirs?

Very good. The communication is especially effective. 

What did you find most impressive about this company?

Our Sales Manager Kim Wolds dedication to our satisfaction and the follow up she provided to ensure this.

Are there any areas for improvement?

None at this time I can think of.

BACKGROUND

Please describe your company and your position there.

We are a nonprofit private organization that licenses treatment foster homes. My position is Office Administrator.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Gold Cross Answering Service?

Our On Call Answering Services

What were your goals for this project?

To help connect staff connect with foster families in crisis needs after hours and weekends. Also assist during the work day when staff schedules are busy

SOLUTION

How did you select this vendor?

This was selected prior to me by hired over 20 years ago. Their service is greatly valued as we have staff and families throughout the state.

Describe the project in detail.

We have staff and families through out Wisconsin and the services helps connect families in need with a staff person, rather then going to a voicemail and leaving a message and waiting for a response

What was the team composition?

We have staff that cover on call a week at a time and rotate

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Saves a time and gets families connected to someone faster/easier, with this rotating schedule; offers time for staff to have down time, when they are not on call.

How effective was the workflow between your team and theirs?

I believe the flow works very well, staff between both agencies, work to help foster parents in need.

What did you find most impressive about this company?

I have not heard of any delays, I believe Gold Cross is great at informing us if there are changes happening within their system, so that our agency can prepare. Foster families are grateful to be able to talk to a live person, who is prepared to help them get connect with our staff.

Are there any areas for improvement?

I have not had any complaints, so for now I believe things are great between both of our agencies.

BACKGROUND

Please describe your company and your position there.

I am the owner and manager of a Culligan water business.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Gold Cross Answering Service?

We have used Gold Cross in order to provide emergency response if/when needed for our customers.

What were your goals for this project?

Provide 24/7 service capabilities.

SOLUTION

How did you select this vendor?

By word of mouth from North American Culligan dealers.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Gold Cross helps us respond to emergencies during closed business hours.

How effective was the workflow between your team and theirs?

Effective or we wouldn't continue their services.

What did you find most impressive about this company?

They ensure the consistent, professional handling of emergency calls.

Are there any areas for improvement?

Continue proper training of new employees.