Case Studies
Case Study 1: Plastics Company
Remit:
The Company requested a national number that was memorable. They wanted the number to be charged at national rate. Furthermore the company were considering moving premises so the number needed to be portable.
Solution:
We provided the business with an 0333 number. These are charged at national rate even from mobile phones. In addition these are often included in people's phone packages inclusive calls.
The number is printed on all of the companies' stationery confident that the number will stay with the company for life as it can easily be diverted to any new premises when the business is relocated. Â The business has purchased a monthly call package which includes up to 10,000 minutes (on request). Any extra minutes are charged at 0.5ppm. TNDW were chosen by this company as their large selection of add on services, Call Whisper, Hunt Group and Answerphone Voice Features are all included free of charge unlike much of the competition.
Case study 2: Veterinary Surgery
Remit:
The surgery operates in a busy town and was keen to have a memorable number in order to have an edge over the competition. They were also considering some radio advertising as they had spare capacity as they had recently taken on an extra veterinary surgeon. Â Their location is close to other outlying towns from which they sought extra business.
Solution:
TNDW provided an Easy to Remember local area code number. They were advised that customers would prefer to know they were dialling a local surgery rather tha using an 03 national number for example.
In order to generate extra business from the local outlying towns TNDW further provided numbers for each of these extra locations. It was advised to advertise these extra numbers (also memorable) in all of the usual places. For the radio advertising should they pursue it we recommended using the memorable number as this is clearly an easier message to get across on air. The company quickly saw a 35% increase in customers, which during a recession, they were delighted with.
The vets operates an out of hours call service and make extensive use of time based routing in conjunction with the the hunt group facility (provided free of charge). This service dials vets mobile numbers out of hours (set by time based routing) sequentially until a vet on call and available answers the phone.
There are many new features available to transform the lives of business users. One popular service is the whisper service. When the call is taken a message is whispered to the recipient before the call is connected informing them of, for example the calling town name (in this case). In this example the town number called is whispered as it is useful for marketing purposes enabling the business to know which advertisement/phone number the caller is responding to.
Case Study 3: Tradesman
Remit:
The client operates a successful long standing electrical plumbing business employing 10 staff. They had been hit hard by the recession and were keen to generate some extra work by expanding their area. They already had a local number for their town but this was not memorable so were also keen to purchase an Easy to Remember number.
The company in addition were contemplating moving office to another exchange within the same area code.
Solution:
TNDW provided memorable geographic numbers, one for the business town and one for each of the outlying towns. It was recommended to use local STD code numbers as customers for this type of business are usually looking for a local solution which they prefer. This approach is a proven method of boosting business.
Although the firm were considering moving offices within the same area code, unfortunately it is a different exchange so their existing number could not be moved according to BT. In this situation it was recommended that they ported their number from BT to TNDW. By doing this they would be able to benefit from TNDW's lack of a monthly charge and very low divert charges compared to BT.
Case Study 4: Call Centre
Remit:
The client owns several call centres, two in the UK and one abroad. They wished to have a range of memorable numbers which give a national presence. It was important that it cost no more than a national call to phone the numbers. They were not concerned with call share. They also wished to be able to vary the percentage of calls between the different centres.
Solution:
A range of memorable 0333 numbers were provided. These satisfied both the criteria of a national presence and call costs being national rate. Time based, location based and percentage based routing (Call Planner Pro is included free of charge) were all used to allocate the calls appropriately between the different call centres. Included also was Virtual receptionist which can handle hundreds of concurrent calls. The Call Planner Pro package included with the numbers has proved invaluable to this client. One extra feature used was UK ring tone for the call centre abroad to provide a UK presence.
Case Study 5: Serviced Office
Remit:
A taxi company wished to expand their area. They decided to buy some numbers from surrounding geographic areas and were also moving to a different office. They wanted to know which number was calling in to the office so they could respond appropriately. Further to this they wished to monitor the response to their adverts by telephone number. They asked us if they needed to have a switchboard installed and how many lines should they buy, ie one per number.
Solution:
The company had already bought telephone numbers from us covering the STD codes surrounding the town in which they operated. We explained that there is a service called whisper service which would solve the problem of knowing which number had been dialled. This was set up so that when a call came in from Town A, Town A was whispered to the receptionist before the call connected so the appropriate response could be made. The raft of extra virtual switchboard services provided free with the numbers satisfied all the requirements for this office. In answer to the question of how many lines we asked how many members of staff were likely to require the phone simultaneously. They suggested 4 would be adequate which was substantially less than the number of extra numbers they used. The company were delighted with this solution as they were thinking of buying a switchboard or having one phone line per incoming call number.
Regarding tracking of phone calls we were able to help as follows:
Data from individual phone calls was injected into their chosen analytics program. As separate phone numbers had been used for each surrounding area it was possible to identify which areas the marketing was working best for. They were also able to identify the number of calls received, duration, callers number (to call back missed/unanswered calls if required therefore never miss a job) and geographic area.
Conclusion:
The taxi company were able to utilise the call/switchboard features provided by us to eliminate the need to buy a switchboard solution with the added benefit of saving on necessary phone lines. They also had the extra benefit of call statistics enabling them to fine tune their marketing campaigns. For call tracking solutions visit our sister site: www.adcalltracker.co.uk.
