Case Histories
We are currently updating our library of Case Histories and will be posting them in our Resources section shortly. If you do not see a relevant summary below please do not hesitate to contact our Business Development team, on 0845 223 7004, who will happily discuss your immediate needs and talk you through our relevant experience.
24/7 Critical Call Out : Construction
This leading construction company were experiencing service issues with both their in-house and pay-as-you-go call handling.
Understandably, they wanted to protect their service against any potential human errors and/or software problems which could result in them jeopardising extremely high value customers…read more
24/7 Advertising Response: Home Care
As with many businesses, this home care company has a high turnover of staff along with strong business growth. As such, recruitment marketing is an extremely important factor to take into consideration. Inevitably, this results in a high volume of job applicants, both suitable and unsuitable for the job, which need to be effectively managed…read more
24/7 Help Desk : Refrigeration Services
As a Nationwide provider of refrigeration and air conditioning equipment and service, this client understandably has a hugely seasonal workload which needs proactive management. This high workload coupled with a simplistic help desk management system left them open to human error, high out of hours staffing pressures and cost inefficiencies…read more
24/7 Emergency Response: Housing Association
As a large social landlord this client owns or manages 8,o00 homes and employs more than 300 staff to deliver their services. Providing a 24/7 emergency repair service is critical in ensuring a high standard of customer care but when their incumbent provider was unable to provide the level of service they needed…read more
24/7 Telephone Answering: Local Authority
As a local authority, this client provides a wide variety of services, which inevitably results in highly variable call types and increased call volumes. The majority of calls handled are from the general public, who are calling for both urgent and non-urgent issues. With high expectations on how their calls are handled…
24/7 Product Support: Health Care
As a provider of single-use surgical and wound care products and other services to the health care sector, this client required an out-of-hours service with a little bit of a difference. The main requirement was to take calls regarding the supply and support of a medical pump designed to keep wounds free from infection…read more
27/7 Business Continuity: Facilities Management
This leading provider of facilities management and maintenance for UK retailers recognised that a large percentage of their national, high-level, tender applications for service provision required a 24/7 office. Working alongside this client, Office Response have been able to design and implement a system…read more
24/7 Order Taking: Nutrition
This leading sports nutrition supplier has seen their market sector become highly competitive. They were keen to maintain their leading position in the market and to do this by providing a 24/7 order taking facility for their customers… read more
24/7 Advertising Response: Retail
This is a leading company in the designing and distribution of specialised reading lights. They approached Office Response in 2005 for assistance with their new 24/7 customer engagement strategy. Their primary objective was to make the user-experience more friendly and effective by freeing up their staff from new business enquiries to engage in other customer related activities…
24/7 Product Support: Financial Services
A leader in the prepaid card market this client operates in over 20 countries. Their plans for sustainable growth were being adversely affected by their outsourced out-of-hours (OOH) model. They work with some of the world’s largest companies and as such brand loyalty and customer care is at the forefront of their delivery model…read more
Outbound Renewals: Financial Services
As a leading insurance broker for small businesses, this company insures over 160,000 small business customers, who all in turn need to renew their policy. When looking to increase the renewal rate of their…read more
24/7 Inbound Call Services: Financial Services
This company is a leading, privately owned Insurance Broker and Underwriting Agent handling numerous affinity groups (one with more than 400,000 members). These operations offer a wide range of personal insurance products, especially in the household and outdoor leisure arena…read more
