Dennis Harris, owner of ACSI Business Machines faced a problem. His office machine business had a high number of calls at certain times of the day and during particular times of the year that he couldn’t keep up with. He was losing customers who couldn’t get through due to busy signals or whose calls they weren’t able to answer in time.
Additionally, Dennis knew many of his customers were entrepreneurs who often worked late and on weekends, sometimes needing a service tech outside of regular business hours. If he was to ensure his business maintained the high level of service it had become known for, he needed someone to answer calls and dispatch service technicians during their busy times, as well as afterhours and on weekends.
An astute businessman, Dennis was painfully aware his growing business could not afford additional staff at this time. He analyzed several options and discovered that an answering service might be the ideal solution.
To his surprise, he discovered professional answering services offered much more than friendly operators to handle calls 24x7. He also learned answering services could answer his calls using his business name, screen calls according to his instructions, and dispatch service technicians per his protocols. They could also provide first-level customer support, freeing his in-house staff to handle situations that were more pressing.
Two years after hiring his answering service, Dennis has an even faster growing business, servicing 5,000 pieces of office automation equipment across three states. He still uses his answering service and credits them for his ability to grow so fast.
“Our telephone answering service has been a critical part of our business. We are able to have our customers talk to real people any time of the day or night. It makes us sound like one of the big guys, even though we are a smaller, newer company,” said Dennis. “Our answering service has really helped us contain costs, and we’re not worrying about missed calls and lost customers. I would recommend this service to anyone!”
Drew Ritter is the Owner / President of Advantage TeleMessaging, Inc.
