When Access4Lofts first approached Face for Business back in 2021, they already knew they needed support and had been using another telephone answering provider for their call handling. Unfortunately, the level of service they were receiving was below an acceptable standard, and this was concerning them and their franchisees. As a responsible franchisor they were keen to ensure that the opportunities created for each franchise area were captured quickly and efficiently and they did not want to be wasting valuable marketing funds to develop opportunities that are missed.
Additionally, they had many enquiries going through to HQ rather than straight out to the franchisees and this was costing them time to forward on appropriately. Lastly, they were concerned, with all the above in mind, were they getting value for money from their current provider.
We met with the Access4Lofts senior management team at our offices in Lancashire, where they were invited to ask anything, they needed to know, about our business, our service levels and how we partnered clients.
Having deemed that we were a good fit, we set about getting to know their business, the team, their values and their expectations from a telephone answering service.
We then put together a solution that was not only right for Access4Lofts as a franchisor but also a model that would enable closer interaction with the local franchisees.
With their input, we designed a bespoke solution around the business that captured everything they need from a caller; all the specifics about the property enabling the franchisees to quote confidently.
Having agreed on the information they wanted capturing we then integrated with Access4Loft’s CRM system enabling all the leads to go straight through to the franchisee and reduce dramatically the number of leads requiring HQ input before reaching the franchisee.
All agreed and ready to go, we then provided several Access4Lofts franchisees a trial, giving them their own Face for Business login and app details, which could also be viewed by HQ. As well as receiving the lead details through their CRM, they were easily able to view their messages in our app, and immediately listen to our PA’s do the job for them providing invaluable feedback as the trial progressed. This, and our feedback function, has proven paramount in building our relationship with the franchisor and network of franchisees.
Lastly, we extended their opening hours by 75% from Monday to Friday 9.00am to 5.30pm to 7 days a week and up to 8.00pm in the evening.
Pleased with the outcome of the trial, Access4Lofts moved every Franchisee across to Face for Business. Once all franchises had moved across it was clear to see the benefits that partnering Face for Business gave them: –
- Improved ROI on marketing spend – 25% increase in opportunities captured immediately
- Happier franchisees with a more personal touch and the ability to interact with us directly
- Better value pricing overall with the addition of evening and weekend call answering at no extra charge, but deliver them an addition 11% in opportunity capture.
Our relationship with Access4Lofts has continued to flourish; we meet regularly with the team via Zoom and help onboard all new franchisees to explain exactly what we do and what support we offer them. Their lead PA’s, Jeanette and Kerry, both play an integral role in the day to day running of the account. They are in contact with the franchisees with regard to their schedules and holidays, so callers really see us as part of their business.
Lastly, Face for Business are delighted Access4Lofts had the faith to move from the country’s largest telephone answering provider, and that they are continuing to reap the benefits of our service.
14th September, 2023
Posted by Face For Business