Case Studies

Virtual Reception

The Client:

Groovytrain

The Problem:

With more than 30 calls a day coming in to his growing Internet business, Paul Grier of Groovytrain needed someone to act as the company receptionist.

The Solution

The Factotum 'Frontline Reception' service

The Value & Benefits

• Groovytrain has a single point of contact for all service and sales calls.
• Every call is fully managed at the point of contact.
• Queries are answered, and all calls are documented, prioritised, tagged for action and recorded on Groovytrain's database.
• All Groovytrain calls are picked up and transferred either to direct lines or to staff mobiles.
• With messages delivered by email and SMS:
  • Paul has no worries about holiday and sickness cover.
  • None of his clients ever hears an engaged tone.
  • All calls to the business are filtered into priority, client query and non-urgent business calls.

The Factotum Team filter and set up the business pipeline.

The Groovytrain development team concentrates on their customers.

Customer Comment

"Using Factotum Frontline gives me the satisfaction of seeing the right staff resources being used in the best, most cost effective way. It gives us a seamless front of house, and the added advantage of being able to be very flexible with staff who prefer to telework, as location increasingly ceases to become important."

Paul Grier