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Case Study: Addressing the Shortfall with Howard Worth

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Formed in 1953 and employing a team of over 75 people, Howard Worth is a leading North West accountancy practice, with offices in Nantwich and Northwich.

 

Situation

Sitution.jpgYou can imagine a similar scenario in your firm. You’ve grown successfully over time, generated a loyal client base, a big team, consistent volumes of enquiries… and now you need to move offices. At the same time, because of your growth, you’re launching new marketing campaigns you want to track, putting in place a ‘golden number’ clients can remember and disaster proofing your communications for the future. You also feel as though time is going missing. You want to bill more and serve your clients better, enabling you to grow faster. And you need to do all of that whilst still being able to receive your heavy volume of daily enquiries and client queries.

 

Goals

Howard Worth needed to…Goals.jpg

  • Move office with minimum telephony interruption. All calls needed to be answered. No enquiry or client query could be missed.
  • Launch a ‘golden number’ for ease of customer reference.
  • Implement a way of tracking which marketing campaigns were resulting in new business enquiries
  • Track efficiency and inbound call activity levels via MI reporting.
  • Create a disaster recovery plan, so calls could still be answered in a range of scenarios.
  • Increase billable time to clients

 

Concert

Concert.jpgLike any good project, Howard Worth’s was implemented quickly and accurately. Each individual element also took account of the overall goal; improving on already impressive client service and sales and marketing performance.

A new golden number was implemented, but sequential variations were also secured, to be used on individual marketing campaigns. A web-based portal allows the team to track the success of these campaigns, as well as monitoring call activity levels. Calls can also be re-routed whenever necessary. This was the case during the office move, which was completed on time and as painlessly as possible, thanks to tight project controls and an existing relationship with OpenReach. Integration with Howard Worth’s time management system means that the team get an email summarising their calls. This allows them to bill more accurately.

 

Benefits

Howard Worth can now…Benefits.jpg

  • Improved staff productivity and accuracy of billed time, thanks to daily MI reports.
  • Make decisions on staffing levels and expansion, thanks to sophisticated reporting systems.
  • Serve their clients better by keeping communication active and enquiries incoming, even in a disaster recovery scenario, thanks to completely flexible routing of calls.
  • Improve missed call rates, customer service and visibility between sites, thanks to an online system showing availability.
  • Plan for future marketing success, thanks to accurate tracking of current campaigns.
  • Provide clients with a memorable way of getting in touch, thanks to a golden number, with all incoming calls to previous numbers captured within the same system.

  

"Concert continue to provide us with first rate service and support. We have a great working relationship with them and it’s nice to know that when we call, the staff will take personal responsibility for resolving any queries or issue we may have. We would have no hesitation in recommending their services."
Andrew Hague, Partner, Howard Worth