Telelink

BACKGROUND

Please describe your company and your position there.

Iron Dog Mechanical Services Inc. is a mechanical contracting company providing heating, cooling and plumbing services to commercial customers. We operate a Service Division and a Construction Division. I am the President/CEO and one of the owners.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Telelink, and what were your goals??

As we operate 7/24, we retained the services of TeleLink to receive after hours and weekend calls from our clients requiring urgent service. Our goals were to reduce wait times for call to be answered and to improve the customer experience for our clients.

SOLUTION

How did you select this vendor and what were the deciding factors?

We were dissatisfied with our existing provider and searched the internet for option. We then interviewed TeleLink and completed reference checks with a number of their clients. Based on this process we felt TeleLink could meet our requirements.

Describe the project in detail and walk through their service package, including any calling tools used.

As described above, TeleLink is receiving our after hours and weekend calls for urgent plumbing, heating and cooling issues in commercial buildings. In terms of tools we are pleased with the On Call scheduling tool and the Daily Call Summary Report.

Who did you work with and what was the feedback process like?

Initial contact was made with Shannon and once we decided to proceed our onboarding was done by Susan. In both cases the experience was very professional and we felt we were dealing with a very experienced company.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

General feedback - we have been extremely pleased with the TeleLink service - they very quickly got up to speed with our business and we have had positive feedback from our clients that their calls are being responded to promptly and professionally.

Describe their project management style, including communication tools and timeliness.

Onboarding was well managed. Their process is digital and requires minimal effort on our part.

What did you find most impressive or unique about this company?

I was surprised that they are based in Newfoundland - I see that as a competitive advantage due to the high volume of very friendly people in that Province.

Are there any areas for improvement or something they could have done differently?

None that I am aware of at this time.

BACKGROUND

Introduce your business and what you do there.

I’m the chair of Save Our People Action Committee (SOPAC). In Newfoundland, we have 700–800 moose-vehicle collisions every year. We started our nonprofit to help raise awareness and mitigate moose accidents.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Telelink?

Telelink is the call center organization we partner with.

SOLUTION

What was the scope of their involvement?

Telelink monitors our toll free number, where the public can call in free of charge to announce any sightings or moose-vehicle collisions. Telelink will ask for details like location, nearby road signs, and more. When the call is completed, they’ll immediately send the radio stations to all the radio stations, media, and authority to alert them.

Every morning, I get a printout from Telelink with stats from the day before, which I can then track and report to the government. 

What is the team composition?

I’ve worked with a couple of people over the years, including a contact from the finance department. 

How did you come to work with Telelink?

A friend of ours recommended them. We went in and met with the owners and decided to partner with. They were the first ones we went to and the ones we’ve stuck with. 

How much have you invested with them?

We’ve spent a little over $10,000. 

What is the status of this engagement?

We’ve been working with them since June 2015.

RESULTS & FEEDBACK

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

I’ve called in to the number a few times myself, and the person who answers the phone is always very welcoming, pleasant, and knowledgeable. I can’t say anything bad about them. They’ve adjusted their questions as we’ve requested, so we can get more details and accurate reporting.

As a result, we’re able to determine exactly where moose sightings and accidents occur, and the government can then adjust their brush cutting plans and other services.

How did Telelink perform from a project management standpoint?

I’ve never had a problem, no matter who I talk to. 

What did you find most impressive about them?

Telelink is incredibly personable. They’re responsive and easy to work with. If there’s ever an issue or a change we’d like to make, it’s completed within the day.

Are there any areas they could improve?

Not that I can say. Even when holidays come, they’re accommodating to us.

BACKGROUND

Please describe your company and your position there.

Revenue manager at Bellstar Resorts

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Telelink, and what were your goals??

take reservation calls 24/7, maximize conversion rates, answer questions from guests regarding hotel amenities & area attractions

SOLUTION

How did you select Telelink and what were the deciding factors?

location in Canada, service promises, pricing

Describe the project in detail and walk through their service package, including any calling tools used.

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Who did you work with and what was the feedback process like?

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RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We are satisfied with the service we've received. and the level of attention our account receives was impressive.

Describe their project management style, including communication tools and timeliness.

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What did you find most impressive or unique about this company?

their follow up with their team to ensure quality results

Are there any areas for improvement or something they could have done differently?

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