How Knowlarity helped Mr. Homecare in streamlining their sales and increase their revenue
Mr. Homecare offers deep cleaning, pest control, painting & contracting services across Mumbai, Bangalore and Delhi. They have built a solid reputation of good customer service and consistent quality. Founded in February 2015 and with 15000+ customers, they also serve as a back end partner for Housejoy, Zimmber, UrbanClap and Mahindra Rise.
The company relied on its phone for leads. Customers called on the company’s display number to place their orders. While it may seem like a harmless arrangement, Mr. Homecare realized it was losing business to competitors every time it missed a call when its executives were busy on another line, or the calls came over the weekend or in the after hours. The firm knew that by not having a proper call management system, it was losing important orders. Due to the unavailability of its agents, the customers had no choice but to order from competitors. This meant that the company was losing money with every missed phone call!
Knowlarity had a solution
That is when SuperReceptionist came into the picture. Knowlarity provided the company with a local phone number and a cloud-based call management system. Now, every potential customer who called Mr. Homecare was warmly greeted and directed to the correct department or executive. All order calls were now instantly being routed to customer care executives who were able to close deals faster. Similar extensions were set up for various other departments located in different cities. Mr. Homecare routed all calls received on Saturdays and Sundays to their executives’ mobile numbers. If the executive was busy, the client would leave a voice message regarding his query so that the agent could call back first thing on Monday morning. Through call logs and recordings, the company was able to check its call volume, track the call flow (for duration, geography and time of the day), track missed calls, and listen to conversations to monitor quality.
How we helped
No more missed leads
Calls are handled efficiently, routed to the right agent
Internal quality control through call recordings
Better customer engagement round the cloud, seven days a week
Improved agent performance
Increase in revenue as more orders can be taken