What evidence can you share that demonstrates the impact of the engagement?
We’ve signed multiple cases that originated from calls that came in after hours. In terms of the value, the return on investment is tens of thousands of dollars. If we hadn't had LexReception in place, we probably wouldn't have gotten those cases.
We can call potential clients back immediately because we had someone to answer the phones. I feel certain that we wouldn’t get those cases if we didn’t have LexReception. I've actually had clients comment that the person who answers our phone was really professional. It's been great to have them as a partner.
How did LexReception perform from a project management standpoint?
It’s so easy to get a hold of LexReception with questions or issues. We can go into their online platform, login, and see the calls and transcripts. They let us know how to report an issue or make tweaks. For example, we got a call from a current client after hours. I went in and marked that person as a current client. So the next time they call, LexReception will know to offer them a personalized greeting.
Another nice thing is that we recently switched to a VoIP phone system. I wanted to make sure that our new phones were compatible with their system. I gave our account lead the name of the VoIP vendor and she did the legwork to ensure compatibility.
What did you find most impressive about them?
LexReception does what they say they will, and they do it well. We’ve had zero issues or glitches. Some businesses are so big that you don’t know who to go to if you need support. I don't have to call around to different departments. I have one point person and she's always responsive.
She reaches out on her own and checks in with me. It's really nice not having to monitor or micromanage them. I don’t have to worry because I can trust that they're doing a good job. It honestly blows my mind how easy it is to work with LexReception.
Are there any areas they could improve?
No, I wouldn't change a thing. If there’s ever a problem in the future, I'll let them know and I'm sure they'll work to meet our needs.
Do you have any advice for potential customers?
I did a lot of work on the front end. I knew the different types of cases that might come in, and how I wanted each script to read. We went ahead and set up a separate script for various types of incoming calls (e.g., personal injury client, insurance adjustor, etc.). That allows LexReception to quickly identify the type of a caller and bring up the correct script to use. Taking the time to set that up right from the beginning was really helpful.