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Case Study: Rick's Tree Service

Residential tree service company provides 24 hour emergency availability with VoiceNation's live answering service.

“VoiceNation had the best overall options for our changing needs. The live answering and website interface were competitively priced when comparing other service providers.” -Rick Mammucari, President Rick's Tree Services

Background

Rick's Tree Service is a medium sized tree care company specializing in residential tree trimming and tree removal, in addition to emergency storm clean up and emergency hazardous tree removal. With the most skilled arborists in the field operating the latest state of the art equipment, Rick's Tree Service has the ability to be available 24/7 for emergency situations.

Business Challenge

Rick's Tree ServiceThe ability to provide 24 hour emergency availability was a critical component in the growth and success of Rick's Tree Service. “Before, we would have an answering machine of voicemails in the morning, some of which were storm related work that we missed out on because our competitors were answering the phone at all hours,” states Rick Mammucari, President of Rick's Tree Service. Productivity diminished while staff spent 30-60 minutes listening to the recorded messages, hand writing those messages on legal pads and forwarding the information to appropriate departments. These time consuming efforts proved pointless because the competition had already received resident's business.

The VoiceNation Complete Solution

Rick's Tree Service chose VoiceNation to be an extension of their company after hours. VoiceNation's live answering solutions have increased business, giving Rick's Tree Service the ability to have a live person answering the phone after office staff has left for the day. Incoming calls are greeted by a 24 hour live customer service representative, who is able to dispatch crews on demand in the event of an emergency. VoiceNation's live answering service has proven to be an important time saving mechanism in the work flow process. Messages are sent to the appropriate project management personnel via email, text, or fax delivery. Employees can now view emailed phone messages with all pertinent information in an organized manor on a computer screen. “I think the greatest effect on our growth as a company is our ability to truly be available 24/7 for emergency situations. We had 2 major storms in this area this year and we were able to devote our office staff to setting appointments, rather than wasting time taking messages,” reports Mr. Mammucari.

“Before, we would have an answering machine of voicemails in the morning, some of which were storm related work that we missed out on because our competitors were answering the phone at all hours.” -Rick Mammucari, President Rick's Tree Services

Results

  • 24 hour availability in emergency situations
  • All calls are answered by live customer support
  • Sales increased
  • Hand written messages went digital, saving time and enhancing productivity
  • Increased overall customer satisfaction