Just Cashflow Case Study

Background

Just Cashflow Plc is a specialist lender working with new and growing UK businesses to offer a viable alternative to a bank overdraft or business loan.

A highly experienced board of directors working in partnership with their senior management team has successfully helped start, grow and develop many businesses over a number of years.

The company initially sought a 'front of house' virtual reception for their customers. However, it soon became apparent that they could reap the rewards of using Answer4u's wider call handling and customer service expertise. And it wasn't long before the Just Cashflow team started to see the benefits.

Delivering a professional first impression

Working with a Nottingham-based telephone answering company has helped a business lender to break free from offering 'stereotypical' customer service.

Director John Davies said the new solution means callers to the company's helpline are not left 'hanging on the line'.

"We are all aware that first-time callers to any company can pre-judge how the rest of the offered services will be delivered if they receive an initial poor customer service experience," he said. "The stereotypical line of 'your call is important to us' whilst keeping clients hanging on for what seems like a lifetime is not what we wanted the first impression of our company to be. Answer4u has put the solutions in place to make sure this never happens."

John Davies, Founding Director of Just Cashflow

Finding the answer with a bespoke, integrated call-handling service

A plan to implement a solution began during an initial consultation between Just Cashflow and Answer4u's team, which allowed challenges faced by the client to be identified and fed into the process.

The benefits of Answer4u's dedicated account management structure meant we could work closely with the client, enabling us to quickly understand what was required and propose a bespoke package that ticked all their customer service boxes.

Just Cashflow specialises in providing UK businesses with finance options, so it was clear that many incoming calls would be from new customers looking to apply for one of its funding products. Answer4u's account manager also identified that other call types that Just Cashflow receive would need appropriate scripts and procedures implemented. This ensured the proposed solution aligned with Just Cashflow's internal systems to help capture and log enquiries.

Expert support

A defined question-and-answer script was implemented for operators asking pre-qualifying questions before accurately capturing and logging caller information on a dedicated website. This allowed advisory teams from Just Cashflow to get back in touch with callers to follow up.

Once all the details had been captured the operator would provide the caller with the details about their enquiry and advise them of the next stages of the process.

Just Cashflow's experience also revealed that new callers would not always want to provide details without first getting answers to specific questions. So, complete answers to common FAQs were included as part of the script, meaning callers were instantly reassured and felt comfortable giving out further details.

Answer4u also ensured that calls that fell outside predicted conversations could be redirected to internal contacts, helping the caller get the information they required.

Naturally, all scripts and details of the solution were shared with and approved by Just Cashflow ahead of launch so that tests, tweaks and amends could be made to keep the service running smoothly.

Quality assurance and monitoring

While providing an effective 'front of house' customer service function is key for businesses, any new processes need to be audited and monitored to allow quality to be measured and areas for improvement identified. Answer4u emphasises getting insightful, 'behind the scenes' audit trails in place – a key requirement for Just Cashflow.

Answer4u has vast experience in building and delivering solutions to exact client requirements, and details of each call received post-programme launch are captured before being sent to the client. Full recordings of calls are also made using the Answer4u e-Monitor platform, so a complete audit trail is always available.

Monitoring the service solution is also essential for quality assurance, and Answer4u's hands-on approach helps to deliver the service clients need and the accurate information callers require.

The Answer4u dedicated account manager goes as far as actively listening to and monitoring calls to check that data is being captured, stored and passed on correctly. It's a two-way street, too. Operators feed back their thoughts on scripts and caller experiences – all part of the continued drive for constant improvement while reducing costs.

Reaping the rewards

Just Cashflow came to Answer4u looking for a telephone answering service but is now reaping the benefits of a more integrated, flexible, cost-effective and scalable resource. It's added value, something which John Davies very much appreciates.

"Having an efficient, professional, and 'always-on' front-of-house solution is imperative for dealing with new enquiries. Answer4u has consistently delivered a first-class response and continues to refine the service as our callers' needs evolve."

John Davies, Founding Director of Just Cashflow