Challenges
In 2013, NCV, a Quebec-based company specializing in cleaning and decontaminating ventilation systems, faced a major challenge: managing a growing volume of calls while maintaining impeccable customer service. The requests included emergencies requiring immediate responses, last-minute cancellations, as well as inquiries for quotes or information.
This phone overload was disrupting daily operations, preventing the team from focusing on their fieldwork. Ms. Marie-Claude Côté, President and Administrative Director, was looking for a solution that could combine availability, efficiency, and excellence in call management, while reflecting the values of proximity and quality that define NCV.
Solutions
To tackle this challenge, Soluvox implemented a comprehensive 24/7 call management solution, tailored to NCV’s specific needs. This collaboration began with the integration of proprietary software, designed to prioritize emergencies, eliminate errors in message-taking, and ensure efficient transmission of information to team members.
Soluvox agents, trained to respond with empathy and accuracy, handle urgent calls by directly conferencing in the designated managers, according to their availability. Cancellations, quote requests, and non-urgent calls are quickly sorted and forwarded via email or text message, optimizing communications and reducing the risk of congestion.
By ensuring constant availability, including nights, weekends, and holidays, Soluvox enabled NCV to maintain unparalleled service quality without compromising its operations.
Results
Thanks to this strategic partnership, NCV experienced a significant increase in revenue while improving the quality of its service. Freed from handling the high volume of calls, the team can now fully focus on its interventions, thus enhancing its operational efficiency.
Customers, for their part, benefit from a human, courteous service that is always available, without having to go through a voicemail or automated system. This improvement has not only boosted customer satisfaction but also strengthened NCV’s reputation as a leader in its field.
Ms. Côté is delighted with the positive outcomes of this collaboration, which has allowed her company to thrive while remaining true to its standards of excellence.