Mercedes-Benz of Edinburgh

Issue – Customer satisfaction is a top priority for the company, but it was failing due to the number of calls going unanswered.

Approach – We implemented an overflow call handling solution. Receiving calls for the dealership and appropriately and professionally dealing with each enquiry.

Outcome – A loyal customer since 2009, Cymphony now answer thousands of overflow calls for Mercedes-Benz of Edinburgh each year, becoming an integral part of their customer service.

Client comments

At Mercedes-Benz of Edinburgh, we make a strong stand for customer service and always look for opportunities to improve every area of customer satisfaction. The Cymphony overflow service provides accurate measurement of calls taken and works seamlessly as if the team were our very own staff. That’s why I am pleased to give my full recommendation to any business to use this system. It’s an essential must have service.

Graham Affleck, Market Area Director

Stuga

Issue – Due to high call volumes, too much time was being taken up by Stuga’s non-receptionist staff in handling calls, wasting valuable time that could be better spent elsewhere.

Approach – We were able to quickly implement our virtual receptionist service to ease the strain on Stuga, directing calls to the most appropriate person or department. and freeing up their staff to get on with more productive activities.

Outcome – We handled all of Stuga’s incoming calls in a friendly and professional manner, which freed up their staff to focus on more productive activities.

Client comments

Cymphony is a corner stone of our service and we consider them a vital part of our business. Their receptionists have created a positive reputation for the company, helping to generate ongoing sales opportunities.

Steve Haines, Stuga Machinery Ltd.

The Body Mechanic

Issue – With call volumes increasing, The Body Mechanic needed support to ensure phone calls and new patient enquiries weren't missed. 

Approach – We worked with The Body Mechanic to deliver a service that fitted their needs exactly. Understanding the kinds of calls we'd be taking was key to this, so we'd be in a perfect position to support them and their customers.

Outcome – The Body Mechanic now has 24/7 call handling in place, giving the business total flexibility on the service they use, while giving them the ability to get on with growing their business.

Client comments

My clinic has benefitted greatly since opting for Cymphony. The monthly cost was paid for within the first few days - answering calls that I couldn't take - turning out to be new patients booking in - happy days!

Patrick Walker M.Ost, The Body Mechanic

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