Transforming Support Services in Logistics
Client Background
Our client is a long-distance mover that provides their services nationwide. They specialize in logistics and freight forwarding, with each project being a high-dollar job.
Client Challenges
Faced with limitations in their customer support operations, the client encountered several challenges that hindered their ability to effectively engage potential customers.
Limited Customer Support Hours
The client’s in-house customer support team operated only during standard business hours, leaving potential customers without assistance after hours.
Missed Opportunities
Calls made after hours went unanswered and were directed to voicemail, resulting in lost leads and missed sales opportunities.
Need for Human Interaction
The client sought to provide a more personalized experience for customers reaching out during off-hours, emphasizing the importance of human voice communication.
Straight From the Client
“Westpark helped us with both customer service and marketing obstacles. Prior to Westpark, after our offices closed, current customers and potential customers seeking our services would reach our departments’ voicemails.”
Custom Solutions Delivered by Westpark
Westpark Communications created several custom solutions to optimize the client’s operations.
Call Forwarding
Westpark set up automated call forwarding that connected callers directly to specific accounts or campaigns. This feature allows the client to track leads more effectively and ensures that each call is appropriately routed.
Comprehensive Reporting
Customized reporting tools were introduced to enable the client to audit their lead generation efforts. This reporting capability ensures that no data is overlooked, providing valuable insights into customer interactions and lead conversion rates.
CRM Integration
Westpark seamlessly integrated its services with the client’s Customer Relationship Management (CRM) system, allowing leads to be entered directly into their database. This simplified process streamlined the flow of data, enhanced efficiency, and reduced administrative burdens.
Straight From the Client
“Westpark has allowed us to have representation after hours. Customer service related messages are received by our team first thing the next business day, allowing them to handle ASAP. It also gives customers peace of mind to be able to speak to someone on the phone, rather than leaving a voicemail.”
Results and Impact
Following the partnership with Westpark, the client experienced significant improvements in their operations.
We received 580 calls in the first full month they went live and 771 calls in the most recent full month, an increase of 32.9% more calls captured after-hours.
Increased After-Hours Call Capture
The client successfully captured a greater number of after-hours calls, allowing them to engage with potential customers when they were most active and interested.
Unpacking New Revenue Potential
The price range for state-to-state moving jobs can start at $1,200 and go all the way to $11,250 depending on the distance of the move, the weight of the items being transported, and whether customers opt for extra services such as packing, storage, or vehicle shipping. With a 32.9% increase in call intake, and each captured lead potentially worth thousands of dollars, we were able to find new avenues to help increase the client’s revenue.
By identifying and shutting down underperforming phone lines, the client could allocate their resources more strategically. This optimization enabled them to reinvest in more productive channels, resulting in more efficient use of their marketing budget.
24/7 Availability for Clients
With Westpark’s support, the client now proudly advertises that customers can “call anytime,” significantly enhancing their service offerings and customer satisfaction.
Data-Driven Insights
The integration of call forwarding data allowed for easy capture and analysis, further improving the client’s decision-making processes.
Straight From the Client
“…Prospects being able to have an over-the-phone interaction with “us” (through Westpark) increases our conversion rate. If we are not available to take their call after hours, the consumer behavior would be to continue searching for services, increasing the chances that they may go with a competitor.”
Conclusion
The collaboration with Westpark Communications has satisfied the client’s immediate needs for after-hours customer support and has also opened doors for expansion into the business owner’s other ventures. This includes an event venue and a short-distance moving company. This successful partnership showcases Westpark’s agility in adapting to client requirements and delivering tailored solutions, such as the seamless integration of their services with the client’s CRM system, which has streamlined operations and enhanced data management. Ultimately, Westpark has proven to be a valuable ally in driving the client’s growth and efficiency.
What Does Westpark Do Well?
“Agents’ quality of service. Agents are very professional and communicate very well. Also, reporting and flexibility to build our process/reporting to our specific needs.”
