At Screen Medic, Chris Berg’s Minnesota-based screen repair business, the only thing more important than a good quality service is their longstanding reputation for amazing customer care.
(And for the benefit of everyone imagining their cracked iPhone screens, Screen Medic has been servicing the kinds of screens that keep the bugs out on your doors, windows, and porches for over 17 years.)
Most of Screen Medic’s customers reach out by phone — so it’s critical that these calls are not only answered or returned in a timely manner, but that each customer speaks with a representative that understands their project and instills confidence in Screen Medic’s services.
“We have so many great reviews online. And a lot of them say it all started with the phone conversation.” – Chris Berg
We recently had the opportunity to chat with Chris about how his team uses Lead Center, and the following is a transcript of the highlights from that conversation.
How is your team set up, and what made Lead Center such a good fit?
We like to do everything as a team. Lead Center makes us more agile so that we can take incoming calls together. We’re very dynamic — if someone calls in, any member of our team can answer it.
We do a really good job at keeping notes on our calls, so if a customer reaches a different team member the second or third time they call in, we don't miss a beat and we're able to just pick up and go without a long, laborious process of pulling up the customer’s file, looking at a coworker’s sticky notes, etc.
How did Lead Center help you solve the problem of missed calls?
With our previous calling solution, we weren't able to really know if a call that came in was a missed call, or if anybody else had called that customer back. We really had no bearing because each incoming call went to three, four people, and then it became siloed with branches that just weren't connected back together.
If one of us noticed, “Hey, I missed a call,” we'd have to shout across the desk and say, “Hey, did you miss that call too? Did anyone call that customer back?”
Guess how many times we actually called the customer back? Not very often.
It was a missed opportunity that we really didn't see until we switched over to CallRail's Lead Center where missed calls are prompted up in the call history.
We also have our own unique flair on things where we leverage the CallRail feature that sends an email into our support ticketing system each time we miss a call. That lets us work it as a ticket, which is just awesome for our workflow.
So in this year alone, we had 1,500 missed calls. It's almost a missed call every hour. It's a pretty significant amount of leads that previously we weren’t able to call back. Now we can return those calls, and when we do, most often they say, “Thanks so much for calling me back. Let's do business.”
What was the biggest return you received on your investment in CallRail?
We're a small family business and we really don't equate things to ROI in the traditional sense. In reality, once you own your own business, you get to make decisions based on whatever is easiest to do, because we know that then we'll be able to grow with ease.
If something's hard, we as employees — as humans — don't want to do it.
I have kind of a technical background, so playing with all the levers in CallRail, from the call flows to those emails that get sent through, was kind of exciting for me. But as an out-of-the-box package, Lead Center is very simple and easy.
The interface is very lightweight. There aren’t many triggers you have to press to figure out what they do. You're pretty much picking up a phone call, but it's on a computer. And then the in-call screen speaks for itself, showing you where to type your notes and all that.
We use CallRail because it's the easiest solution and we're able to get more done with the same amount of people. That's my return on investment.
Want to try CallRail’s Lead Center for yourself?
Start a free trial of Lead Center today to see your own business transform.
