Virtual Office Case Studies

Customers of Hunter Engineering contact their sales or service representative directly when they need to place an order or request service. Hunter Engineering needed a way to automatically route callers to the proper sales or service representative based on the ZIP of the caller. They also wanted to centralize their telephone messages with the ability to forward messages to other reps and do group messaging to all reps. It was critical that reps be notified of new messages quickly to provide excellent customer service. It was also important that large numbers of callers be handled simultaneously.

When a customer calls a Servpro franchise, they usually need quick response to get help for an emergency. Servpro franchises needed to provide immediate response 24 hours a day in the most reliable and cost effective manner. It is critical that service personnel be notified immediately of new calls. It is also critical if the first service rep cannot be contacted, that an escalation process goes into effect immediately.