scenarios

Personal Service Providers

Susan is an esthetician working from a studio in her home. All of Susan’s appointment bookings are handled by Re: Messaging Solutions. Susan’s customers can call in to book an appointment, at their convenience, day or night. They are called one business day in advance of the appointment to confirm their booking. Each evening, we fax Susan her schedule for the next day. Even if a customer is at the studio, Susan has them call Re: to book the next appointment. This system is a cost effective strategy for Susan, allowing her to see more clients each day.

Emergency Response Companies

George is the property manager for a large apartment complex. After hours, weekends and holidays, George call forwards his office line to Re: Messaging Solutions. Incoming calls are first answered by an auto attendant with a recorded message which explains that the office is closed and gives callers the option of “pressing 1” if their call is an emergency. This method reduces operator time for non-urgent calls. If the caller presses “1”, a Re: Messaging agent answers the call and determines the nature of the emergency. George has provided a list of those issues that he wishes to be notified of immediately. In those cases, George is paged right away. If the call does not meet George’s criteria, the message is held until the office reopens. This system allows George to have all after hours calls screened, minimizing interruption of his personal time.

Trades and Contractors

Joe is a contract carpenter who spends very little time in the office. When he leaves the office, he forwards his line to Re: Messaging Solutions. When Joe is on a job, he may not be able to return messages for several hours, but with this information delivered by a reassuring Re: Messaging agent, most callers leave a message and wait for Joe to get back to them. Joe has his messages delivered immediately by text messaging, so that if he does have a few minutes to spare, he can line up his next job.

Professional Service Companies

Allen is a lawyer with a store front office. When he’s available he likes to take calls himself, but when he’s with a client and doesn’t answer after three rings, the calls are automatically forwarded to Re: Messaging Solutions. When Allen is free again, he calls in to retrieve his messages. Prospective clients are impressed with Allen’s professional and courteous “receptionist” and wait for Allen’s call back rather than seeking out a competitor.

Emergency & Contingency Services

Fred is a safety officer for a manufacturing company. Only one employee is on shift during the evenings and weekends. WCB requires that these employees be checked on every 60 minutes. Rather than having to hire additional staff, the employee calls Re: Messaging Solutions on the hour and the check in time is recorded by the messaging agent. If the employee fails to call in, the agent places a call to the employee. If the agent is unable to reach the employee, an emergency call is then placed to the person ‘on call’. If no one can be reached within ten minutes, a call is made to the local emergency authority.

Order Entry

Meagan sells pet insurance. She advertises in brochures placed in veterinary offices across the country. All sales calls are handled by Re: Messaging Solutions. Callers wishing to purchase insurance call the number in the brochure which is answered by a Re: Messaging agent. The information required to process the insurance policy is setup on a template. The Re: Messaging agent obtains the required information from the caller and forwards it to Meagan via email.

Small Business

Craig is a popular wedding photographer. His web site contains samples of his work and has generated an increasing number of email inquiries. His office was finding it difficult to keep up and found that they were losing prospective clients if they didn’t respond within 24 hours. They also knew that most people had two main questions: was he available on their wedding date and how much did he charge? Now, all of the email messages are initially processed by a Re: Messaging agent, usually within one hour. The agent is able to check Craig’s schedule to see if he’s available and if so, provide a cost estimate. If the agent is not able to provide all of the information needed, the message is forwarded to Craig’s office and an email is sent back to the client assuring them that the message was received and will be responded to within an established time frame.