Case Study: Best Reception

Best Reception received their first call in Jan 2007.  Their team of twelve now provides a virtual reception service to hundreds of customers from their offices in Hertford, England.  Services include telephone answering, sales support, appointment booking, order placing, and frontline IT support.

As Best Reception’s business expanded, they found that, while their existing system could manage the increased call volumes, it didn’t provide the speed, flexibility, and rapid access to client information to enable them to provide the depth of service that their clients needed.  It was time to look for a software system purposely built for their industry. 

Best Reception’s business is all about customer service; they wanted to ensure that every call was dealt with in a polite, courteous, and professional manner.  Best Reception represents a wide range of businesses, including private medical practices, solicitors, recruitment agencies, and Web designers.  Andy McKenna, Best Reception’s managing director, needed a software solution that could be tailored to each client’s specific requirements.  He found that many of software packages on the market were based on a scripted approach that required receptionists to follow a specific trail of steps.  Best Reception promises their clients that they will “fit our service to suit your needs, rather than adopting a ‘one size fits all’ mentality.”  Therefore, Andy was seeking a software system that could deliver the same.  This would allow them to offer each customer exactly the service he or she needs, winning new business and keeping existing clients happy. 

Andy needed the transition from their old systems to be seamless.  Vendor staff were on hand to assist with this process, helping with the transfer of data, and explaining how the software could be tailored to each individual client’s needs.  On April 2, 2010, once all the data was in the new system, Best Reception took the plunge and switched over.  The transition went smoothly, and within a day they were fully up and running, having quickly forgotten their old systems and processes.

Andy and his team are already reaping the benefits of their new system.  “Our operators are able to wrap up calls far more quickly, enabling us to take on more clients and offer other secretarial services.  Client information is instantly available, enabling us to answer calls on their behalf more efficiently while maintaining our high levels of customer service.”

For further information about Best Reception, visit their Web site at www.bestreception.co.uk or email Andy at andy@bestreception.co.uk.  The system Best Reception installed was nCall, designed specifically for answering services and virtual receptions.  To learn more about it, contact Alison Richards at 617 273 2304 or visit www.nSolve.com.            [download issue]