Our client had a key member of staff go off sick, this left a critical part of their business unmanned, which involved managing bookings and payments, SliceVA were able to quickly come in and after an initial set up meeting to get access to systems and a brief of the role, picked up the work and it was business as usual for our client!

About the Client

Our client provides lawn care treatments to domestic clients, with over 40 years’ experience. They rely on word-of-mouth referrals from excellent customer service, offering loyalty discounts and expert tips, seasonal advice and special offers.

Challenges and Objectives

Having a key member go off sick that meant that the phones were not being manned, bookings were not being managed and payments not being taken. All key aspects of providing a seamless customer service experience.

The challenge was they did not want to replace the member of staff that had gone off sick but due to the nature of their illness they were unsure how long they were going to be off for.

They needed a short term fix that could quickly be set up, and that could roll for as long as needed, with no difficulty in ending once the employee returned to work.

Solution

SliceVA were introduced by a mutual contact. Our VA services are rolling month to month so there would be no issue once the employee returned in returning the work back to the client.

Using our telecoms provider we were able to get the clients business phone line added to our system so that we were able to take their calls without the client having to make any changes to their number. The client was able to switch over the calls on days they needed cover and we could easily put it back to them when they were in the business and able to take the calls.

The client provided us with a laptop that all the systems and log ins ready so there were no access issues. We were able to manage bookings and take payments just as the employee did.

SliceVA were also able to chase payments and keep on top of their credit control ensuring this area of the business did not fall behind.

Essentially any customer, existing or new, would not be able to tell that it was no longer an employee of the client that they were dealing with, enabling the client to maintain their high level of customer service.

Results

The client has been able to demonstrate that there has been no loss in business due to the employee being off sick and no downturn in customer service levels. With reviews and service levels remaining the same.

The client has also been able to support their employee whilst off sick and not had to put them under any pressure to return, having found a suitable cover solution.

“Slice stepped in when we had an unplanned long-term absence in the business. The support we received was exceptional allowing us to carry on supporting our customers without interruption. We wouldn’t hesitate in recommending Slice and will continue to use their support as and when required”.

If you need a cover for a key role in your business, or want to know more about a virtual assistant could help with specific tasks in a more efficient way then please get in touch. There is a whole host of activities a VA can help with and we would love to chat to you about how outsourcing can benefit your business.