Overview

One of Leadline's clients operates a large flooring business in the north of England, supplying and fitting a wide range of flooring products including carpet, laminate, vinyl, lino and stone tiles. Their team works with both commercial clients and private customers, delivering high-quality flooring solutions across the region.

The Challenge

As the business grew, customer enquiries increasingly arrived during evenings and weekends when team members were unavailable to answer the phone. Every missed call represented a potential lost opportunity, with prospective customers often seeking quotes or advice outside normal office hours.

Employing a dedicated member of staff solely to answer occasional out-of-hours calls was not a cost-effective solution. With a busy workload and family commitments, the business owners also found it difficult to manage these enquiries themselves.

Our Solution

Leadline became an extension of the business, answering calls in the company's name seven days a week. Depending on the nature of the enquiry, calls could be transferred directly to the appropriate team member or a detailed message could be taken and forwarded promptly via email and SMS.

This ensured that customers always received a professional response, regardless of when they called.

The Outcome

By outsourcing their call handling to Leadline, the business gained confidence that customer enquiries would never be missed due to staff availability.

Benefits included:

Professional call answering seven days a week
Reduced risk of missed sales opportunities
Prompt delivery of customer messages
More time for the team to focus on fitting and servicing clients
Improved customer experience and responsiveness

Need Similar Support?

If your business struggles to answer every customer call, Leadline can provide a tailored telephone answering service that works as a seamless extension of your team.