Case Study
DT&G
About DT&G
DT&G Limited is a sustainable, ethical family business known for its innovative approach to designing and manufacturing bespoke Finn machines for chocolate coating and polishing. With decades of experience, their talented team of designers and engineers are adept at crafting machinery that meets the specific needs of their clients, from the initial frame in their factory to the final product’s assembly.
The DT&G team are passionate about ensuring smooth operations for their customers worldwide, overseeing everything from machine commissioning to operator and service engineer training. They remain dedicated to providing remote and in-person support, offering unrivalled customer satisfaction with each Finn machine they build.
Key Objectives
As a family-operated business with international dealings, DT&G Limited’s management team was required to attend critical meetings abroad. This presented a challenge: how could they ensure customer service and sales inquiries were handled effectively during their absence? With a busy operational calendar and a need for uninterrupted communication, DT&G sought a temporary, reliable call handling service to manage their incoming queries. The key objectives were to ensure continued professionalism in customer interactions, avoid discussing sensitive company policies over the phone, and redirect communications, such as new orders and supplier messages, to the appropriate channels.
Our Solution
Referred to us by their telecoms provider, DT&G Limited partnered with Onhold Studio to deliver a short-term solution. For two separate weeks, Onhold Studio’s Customer Support Centre provided call management during business hours, enabling the team to focus on their business meetings abroad without worry.
We ensured that all calls, ranging from new customer orders to supplier enquiries, were handled with care and professionalism. Sales-related calls were seamlessly redirected to the preferred method of contact, while our team gently reminded customers needing detailed information to email the management team directly. This safeguarded DT&G’s internal business policies while maintaining smooth external communication.
To further support their customer service during the festive season, we produced a bespoke Christmas Closed message, ensuring callers could leave messages and stay in contact after the break.
Results
The outcome of this collaboration was a testament to the power of effective outsourcing. DT&G Limited’s absence did not impact their customer service levels, as every call was attended to with professionalism and efficiency. New orders were processed, supplier communications were kept active, and sales leads were promptly forwarded.
By choosing Onhold Studio, DT&G ensured that their clients and business partners felt supported, even when key members of the team were unavailable. This project further highlighted the versatility and value of our call-handling services, ensuring businesses like DT&G could continue to operate smoothly across borders.
The Christmas Closed message also provided a professional touch, maintaining customer engagement even during the holiday downtime.
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