River Canal Rescue Case Study

Background

River Canal Rescue Ltd is the UK’s only nationwide marine breakdown service, providing expert assistance across all inland waterways.

Operating much like the AA or RAC, they offer their members rapid-response support, with engineers attending over 75% of all callouts and providing up to two hours of on-site mechanical and electrical repairs.

With a strong reputation for exceptional customer service, River Canal Rescue needed a telephone answering partner that could uphold their high standards while delivering 24/7 support.

"We pride ourselves on the amazing customer service we provide. So, when it came to outsourcing our telephone answering requirements it was vital we found a like-minded partner who could provide 24/7 support and match our customer service expectations."

River Canal Rescue Ltd

Specialist support for marine recovery calls.

Helping people to deal with marine breakdowns and recoveries is a specialist job, and the knowledge and expertise needed can’t be acquired overnight. This is something Answer4u understood from day one. 

"We operate around the clock, every single day of the year and our highly trained staff are on hand to assess issues and resolve our members’ problems quickly and effectively. It all means our requirements are perhaps a little more involved and complex than other customer service jobs."

River Canal Rescue Ltd

With high customer service expectations and a reputation to uphold, River Canal Rescue needed a solution that could match their expertise and commitment to fast, effective support.

A tailored call-handling service with triage support and real-time CRM integration

Answer4u helped River Canal Rescue maintain their high customer service standards while improving operational efficiency.

This included developing a bespoke triage system to swiftly assess breakdown issues and direct calls to the right support, as well as integrating with their CRM system to ensure real-time call logging and seamless case management.

To meet River Canal Rescue’s unique requirements, Answer4u implemented a bespoke call-handling solution designed for speed, accuracy, and efficiency.

• Specialist triage system
• 24/7 call handling
• Real-time CRM integration
• Intelligent call-out process

"Ensuring a provider could integrate with our existing CRM system was another big box to tick, and Answer4u’s tech experts made sure our team were able to monitor out of hours and overflow calls in real time."

River Canal Rescue Ltd

Reliable 24/7 call handling, and a proven business continuity solution

Answer4u’s expert call-handling service has strengthened River Canal Rescue’s ability to respond swiftly to breakdowns, ensuring members receive reliable support around the clock.

Benefits:

• Seamless 24/7 coverage – Every call is answered promptly during peak periods and out-of-hours emergencies.
• Enhanced efficiency – The bespoke triage system and CRM integration enable faster response times and smoother case management.
• Improved emergency handling – The intelligent call-out process ensures urgent cases reach the right staff member.

"Being able to call on the Answer4u team during peak hours and having them on board covering our business needs when we are closed has been fantastic. They really were put to the test when we had to use them as part of our recovery plan following a fire at our offices.

If you’re looking for telephone support, speak to Answer4u – we thoroughly recommend them."

River Canal Rescue Ltd