By Andrew Lassise, General Manager, Rush Tech Support
I thought choosing a budget phone system instead of Five9 was a smart move. As a business owner at Rush Tech Support, every major decision of who to hire and which technology to use rides on my shoulders. Starting off, I thought the smaller the cost, regardless of features, the smarter the business decision. Over time, I have realized that there was one key flaw in my thinking and that is because I didn’t know “Good Service Isn’t Cheap, and Cheap Service Isn’t Good.”
Five9 Has An Integrated CRM That Pays For Itself
Keeping track of 100 customers was easy; I knew them all on a first name and case-by-case basis. Keeping track of 10,000 customers and having 30 employees all on the same page… not so easy. The simplicity of having all of the customer’s notes and logs in one place saves hours every day in wasted time. With employees taking less time on each customer that calls, employees can take more calls, which in turn, means I need less employees to handle the same amount of work. The cost per line has easily made up for in the wages (and headache) saved from hiring a new employee.
Automatically Handling Call Lists From Dispositions Saves Time
I used to go through leads with a fine toothcomb. I’d have my agents manually type dispositions, then I would sort through dispositions and try to put out relevant leads. This process took about 3 hours each week. I was going to have to hire someone part time to take it off my plate. Five9 has the ability to do this automatically based on the custom disposition and keep track of our customer interaction in real time. Freeing up about 156 hours per year with that feature alone.
From the month we switched from our previous provider to Five9, our sales went up approximately 15%.
Now that I am a firm believer in “Good Service Isn’t Cheap, and Cheap Service Isn’t Good” based on the results I’ve seen, I am happy we discovered this approach and have freed up hundreds of hours (and headaches) per year to focus on great service to our customers.