Headline Design & Print – telephone answering takes pressure off busy operation
Background
Headline Design & Print supports B2B businesses to share their message through great design and high-quality print. Based near Guildford, they have been operating since 1986 and have become synonymous with business communication in Surrey.
Headline’s main competitors are online printing companies. Fortunately, Headline has always managed to stay ahead by offering a more personal service, with clients able to speak directly to the team to discuss their unique design and print needs.
Challenges
As Headline provides on-demand print services for organisations of all sizes, the service needs to be available without interruption. However, when staff were on annual leave or sick leave, managing director Mark Warner found it difficult to fill in any gaps in the production process while maintaining Headline’s high standard of service.
Many of Headline’s clients contact Mark and the team by telephone to place orders and make inquiries. When the operation was short staffed, Mark knew the team was finding it difficult to answer the phone, but he also knew this could lead to loss of business.
Solutions
Because of Headline’s reputation for a personal service, it was essential to find a solution that came with a personal touch. Mark recognised that he needed a telephone answering service run by real people, and discovered that Get Ahead could set this up for him.
Get Ahead quickly connected Mark with our telephone answering team who are based in Scotland. Mark can now simply divert the Headline phone number to the telephone answering team who take any calls, transcribe them into emails and send them to the appropriate team member at Headline. While Mark pays a fixed rate for each call taken and transcribed, the service is completely flexible: Headline can use it when they need to and are free to turn it off when the office is fully staffed. Now that the process is in place, they can simply ask for it to be activated when Headline needs it.
Outcomes
Thanks to the telephone answering service, the Headline team are under less pressure even when someone is on holiday or sick leave. All the transcribed calls reach the right person and Headline’s customers have received a seamless service. Staff have felt more comfortable taking time off, knowing that they’re not leaving their colleagues in the lurch.
Mark says: “Get Ahead have been, and will continue to be, a key piece of the jigsaw that allows my small business to punch above its weight and deliver results that a much larger company would be proud of. In addition, the service Get Ahead deliver allows me, as the director and sales front end, to take time out of the business safe in the knowledge my clients are able to communicate with us and are not going elsewhere.”
