Case Study
Sentrex Services
About Sentrex Services
Sentrex is a UK-based cleaning contractor, offering a wide range of services including office cleaning, commercial cleaning, facilities management, and industrial cleaning. With over 15 years of industry experience, Sentrex has built a reputation for delivering high-quality services that ensure customer satisfaction.
Their growth in the North West of England is a testament to their commitment to offering value for money and a consistently high standard of hygiene and cleanliness. Sentrex is dedicated to maintaining the appearance and functionality of both the interior and exterior of commercial properties, ensuring that their clients leave a lasting positive impression on their customers.
Key Objectives
Sentrex approached us with a need to streamline their phone system and enhance their caller experience. Their primary objective was to clearly communicate the breadth of services they provide to callers, whether during business hours or after. They required a structured call flow that would connect callers to the right member of staff, offer an informative on-hold experience, and include clear out-of-hours instructions. This system needed to be intuitive, delivering relevant information while minimising the chances of lost opportunities when staff were unavailable.
Our Solution
We began by analysing Sentrex’s existing call flow to identify areas where callers might need more guidance. Based on this analysis, we designed a straightforward yet effective system. A welcome message was crafted to confirm the caller had reached the right company, followed by options to direct them to the appropriate department. To cover all eventualities, we included alternative messages for situations where staff were unavailable, ensuring no calls went unanswered.
For after hours scenarios, we implemented a three-option system: leaving a voicemail, contacting an on-duty manager, or selecting a dedicated recruitment menu. These options were clearly communicated with sub-menu recordings such as "you may now leave your message after the tone" or "connecting you to the on-duty manager." Additionally, we produced a comprehensive on hold message lasting approximately five minutes. This covered everything from Sentrex’s range of services, their community involvement and fundraising, to their accreditations and commitment to staff training on regulatory compliance.
Results
The newly implemented audio branding system has greatly enhanced Sentrex’s communication with its clients. Callers are now greeted with professional and informative messages, ensuring that they are directed to the right place without unnecessary delays. The on hold production effectively uses downtime to engage callers, providing valuable insights into Sentrex's services, accreditations and community contributions.
Furthermore, the clear and concise after-hours menu has improved caller satisfaction by offering flexible and relevant options, ensuring that important calls are never missed. The overall result is a smoother, more efficient phone experience that reflects Sentrex’s professionalism and commitment to excellent customer service.
Elevate Your Customer Experience
Ready to elevate your customer experience? From captivating on hold messages to dynamic audio for videos, podcasts and more, we create sound that engages, informs and enhances your brand. Contact us today to make every moment with your audience count.
