ProComm

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

Procomm’s inbound services are needed for our customers. We want them to be able to make appointments quickly instead of having to wait long periods of time.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We were handling 50 calls every day.

What challenge were you trying to address with the service provider?

Our goal was to increase customer service.

SOLUTION

What was the scope of the service provider's involvement?

They assist us by answering phones and scheduling appointments.

Could you describe the pricing structure and how they billed you?

The amount we pay is based on an hourly basis.

How did you come to work with this service provider?

They were recommended to us.

How would you assess the service provider for answering calls, customer service, and communication?

They meet our expectations and have even gone above them.

How much money does this service provider save you each month?

I estimate they save us $500 per month

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They help with efficiency.

What are the service provider's strengths?

Their employees have strong communication skills.

How can the service provider improve?

I can’t think of anything.

How long has your company been working with this service provider?

We’ve been working with them since April 2014.

How much money do you spend annually with this service provider?

It’s in the ranges of $5,000 to $9,999 every year.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We need assistance with high call volume.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

75-80%.

What challenge were you trying to address with the service provider?

Our goal was to maximize staff usage by minimizing the need to answer and direct so many calls.

SOLUTION

What was the scope of the service provider's involvement?

They answer calls and take minimal orders.

Could you describe the pricing structure and how they billed you?

We are on a one-year commitment with monthly payments.

How did you come to work with this service provider?

We found them through a personal referral.

How would you assess the service provider for answering calls, customer service, and communication?

They answer calls quickly.

How much time, in hours, does this service provider save you each month?

90-100 hours.

How much money does this service provider save you each month?

$1200-$1500.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They promptly answer calls with 100% satisfaction from vendors.

What are the service provider's strengths?

They are professional and courteous with prompt follow through.

How can the service provider improve?

They could improve on their cost.

How long has your company been working with this service provider?

Dec. 2016 - Ongoing.

How much money do you spend annually with this service provider?

$50,000 to $199,999.