Answer Excellence

Internet Answering Services: Answers at All Hours

aeadmin — Thu, 19 Apr 2012 00:39:57 +0000

Internet Answering Services are a staple in the medical industry; their patients have time sensitive needs. But on call answering services are no longer just a means to provide critical care in emergencies; no one wants to wait for anything anymore.

Service providers of heating and air conditioning and plumbing need to be ever-accessible to edge out the competition. By offering emergency services they have an opportunity to be available whenever a pipe leaks or a compressor fails in a heat wave. They also have the opportunity to charge a premium rate for that late night dispatch and the chance to earn a new client’s trust.

The Challenges of Better Quality Service

Along with this emergency service however, comes the need to manage it. When a plumbing company advertises that technicians are available 24/7, they’ll get a lot of calls inquiring about everything from rates to an assessment of the problem.

Sometimes money is no object and the only question is “how fast can you get here?” and sometimes the potential client wants more in-depth information and has a list of questions that range from rates to references. While those calls may very well result in a job, they can be a time waster and not the most welcome call at three in the morning.

Telephone Answering Services: Just the Facts Please

Collecting customer detail such as the location of the problem, the credit card information and the nature of the complaint is also a time consuming process; especially if your on-call technician is asleep!

We’ll automatically dispatch the trouble call in keeping with your coverage schedule and provide a completed work ticket with all the detail so you or your plumber can just grab the tools and go! Our operators are up all night so you don’t have to be.

Call Answering Services: Where Does it Hurt?

aeadmin — Thu, 15 Mar 2012 21:38:08 +0000

A better customer service experience and cost effective solutions are the motivating factors that typically compel companies to seek the support of an answering service company. These fixes are in direct response to “where something hurts” on a company. For one of our customers, their pain was cost. We therefore customized a remedy.

ISSUE:

A large cardiology practice in Clearwater Florida needed to cut costs. After a thorough review of their internal processes, it was discovered that their busy practice made numerous changes throughout the month to their on-call calendar. The answering service was spending too many hours keeping up with the requests and updating their changes.

The practice therefore needed a customized and secure process to update their on-call schedule in order to reduce the time and expense associated with the answering service making these changes. They needed a scheduling interface that could reflect different job functions and the hours that specialized resources were available.

SOLUTION:

Our on-site software engineer created the On-Call Manager™. Instead of a static spreadsheet updated from faxed pages, this living document was developed based on algorithms that produced dynamic and up-to-the-minute detail. Designed as a webpage, their once labor-intensive process was transformed into a virtual road map that allowed both administrative and “view only” privileges.

RESULT:

Cost savings - the paper-driven fax machine was expensive to operate.

The “paper trail” emitting from the fax machine was eliminated and the password protection resolved the security issue.

The solution reduced the amount of resource hours spent doing manual administrative tasks when their time was better spent on patient care.

The On-Call Manager™ removed a point of failure by alleviating the potential for entering errors into the system from the hard copy faxes.

The software solution provided accurate tracking and a login history that could be analyzed.

The On-Call Manager™ product can now be optimized for any Answer Excellence client and even has the functionality to send out on-call reminders and emergent alerts on an as-need basis. Overall, it was the perfect solution for a unique problem.

Hello world!

aeadmin — Thu, 26 May 2011 20:46:54 +0000

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