- Case study
Kings Road
Veterinary Practice
Kings Road are an independent veterinary clinic based in Biggin Hill, Kent. Specialising in all care concerns when it comes to your pet. Including surgery, medicinal prescription and dentistry care.
Situation
We recently caught up with Kings Road Vets, a long standing customer of ours. They are an established Veterinary Practice offering a wide variety of pet care ranging from X-rays to Pet Passports.
During a customer care catch-up call they mentioned experiencing an increase in incoming and outgoing telecommunication activity. We were made aware they did not have enough phone lines to service the number of incoming calls, and their lines were too saturated to be able to make outgoing calls when needed.
They were very much in need of an upgrade, but were worried about the downtime that would come with the process.
Solution
To combat their need for additional lines, we installed a multi-line that would allow them to tackle the large number of calls coming into the practice, whilst also allowing them to make outgoing calls, even during busy periods.
Alongside the multi-line, we installed Call Queuing and On-Hold Marketing for their customers to hear whilst waiting to be connected during busy periods. They didn’t need to worry about a long downtime during the switchover due to our “little-to-no” downtime promised with every installation.
Success
After installing our On-Hold Marketing to Kings Road Vets’ phone system, they found not only were callers staying on the line longer, but they also saw a huge increase in their PCP (Pet Care Plan) sign ups. How? By simply placing a professionally recorded message informing their callers that they offer this plan.
They also saw an increase in revenue due to the multi-line allowing staff to take more new customer enquiries per day. Before their new system they were averaging 12 PCP Sign Ups per month. Then, following their upgrade with Yo in October, it shot up to a whopping 30.
We Asked Kings Road Why They Chose Yo Telecom For This Project – Here’s What They Said:
The multiline has not only made a world of difference for the customers calling the practice, as they are able to speak to a member of the team when they need to, but it has made the team’s day to day work a lot easier. They are able to call customers without worrying that they’re missing a call coming into the practice, and can also assist with more customer enquiries more generally.
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