Lancashire based electrical contractor, Standish Energy, pride themselves on customer service and boast a client base of 90% repeat customers.
In 2016, owner, Martin Gorton, was becoming increasingly concerned about calls from potential new clients being missed because his team of fee earners were working on jobs, but it was the response to existing clients that concerned him most.
It became increasingly difficult to deal with customers on the phone while working on jobs, and then remembering to follow up the calls at a later, more convenient, time.
Martin approached SMARTstrat for help with call handling. We set up a divert directly to the SMARTstrat office and started taking overflow calls. After a successful free trial, we gradually provided more and more services, eventually becoming a seamless extension of his business.
The services we now provide are:
- Answering calls from potential new customers as Standish Energy
- Dealing with customer service calls
- Booking quote appointments
- Managing emergency call-outs
- Organising electricity tests and repairs for tenants of housing associations
- Handling out of hours calls on evenings and weekends
On average SMARTstrat now take 50 calls a month for Standish Energy, providing an impressive return on investment for a service that ensures sales calls aren’t missed and that all existing customers’ needs are met.
By receiving messages from us by email, Standish Energy can respond to calls far more effectively than when working on a job. Urgent requirements are dealt with straight away and Standish Energy can maintain their impressive repeat customer rate without being disturbed and delaying ongoing work.