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Total Cost of Confirming Service Calls

the best answer is to automate

Monday, October 4, 2010


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IntroductionAutomating the Confirmation ProcessMost people are still used to getting phone calls throughout their workday for some type of Appointment

Reminder. These appointments range from by-yearly medical check-ups to routine vehicle service maintenance

at your Dealership.

MamothGroup

All of these appointments are extremely important for both parties, but very time consuming to ensure people

dont forget these appointments. It is possible to lose sight of the costs incurred in preventing the No Show

scenario.

For this reason, we at Mamoth-Communications focused on automating this long manual procedure to be

more efficient to ensure quicker results at a fraction of the current costs.

Confidential 2010 Mamoth-Group, Inc.All Rights Reserved.

Monday, October 4, 2010


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Hiring/Training

Welcome, this is Day 1 of your training

What is the true cost of Hiring and TrainingUsually the hiring process can take a bit of time as everyone wishes to hire key people as they will represent the

organization to your customers. The cost of ads in local newspapers and/or online Job posting sites as well as

the individual that must sift through the pile of CVs can add up especially if a good candidate is not found

quickly. Once a good candidate is found, they usually need to be trained with regards to your organization, the

team they will be a part of and of course their new role. This can cost from one to several days.

With an automated system, training should take about 30 mins. It can be done one or several people at a time.

In addition, the training should be available online which allows the flexibility to be done at anytime and byanyone.

MamothGroupConfidential 2010 Mamoth-Group, Inc.All Rights Reserved.Monday, October 4, 2010


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Salaries

Yahoo, its payday!

What is the true cost of a manual serviceSeriously, us humans are not cheap but were worth every penny. Why? Because we can do so many things.

Our ability to think and figure out problems are one of the factors that separate us from the animal world.

An organizations staff is the key to their success. Yes the products or service are important, but its the people

that make them so good, built on time, under budget, providing exceptional service etc...

Confirming appointments is something of a repetitive process that can be automated but managed by

awesome and enthusiastic staff. They can spend more time taking care of the relationship with customers.They can take care of any special needs that they might need etc... They can even still call those that dont use

either email or SMS.

By automating the confirmation process, your key resources can be more productive and efficient.



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Voice Mails

Hello, my name is Billy, and Im calling to confirm nextweeks Service Maintenance. Please call me back at...What is the true cost of Leaving Voice Mails LVMWeve all left and received voice mails and lets face it, theyre a bit time consuming. In the past this was a great

service that was created to make sure people knew we tried calling and could leave an action point for the

recipient of the voice mail.

Today, people are so busy and are rarely at home to answer personal calls and should they receive a call on

their mobiles during work hours, odds are it will go into voice mail.

Usually to get ones voice mails, youd need to dial in to a special number or code, listen to your options and

then listen to everyone. We all know people that dont even bother listening to their voice mails anymore. Emails

and SMS seamlessly by-pass the voice mails as users can respond instantly when they have a free minute.

For an organization that needs to confirm appointments, this could be very costly. If the recipient needs to be

called several times, this takes time away from calling the other customers for that day.

Sending confirmation emails and/or sms via an automated system allows the recipients to reply at anytime

quickly and efficiently.



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Sick Days

What is the true cost should someone not be able to make it in to workBusinesses or Operations can not be dependent on one sole person. Should that person fall ill or can not come

to work for any reason, a replacement must be found and be ready to carry where left off.

By Automating the Confirmation Process youre assured that all the necessary confirmations requests are being

sent, either by SMS or by Email. No manual intervention is needed as Appointments can be planned out

Months in advance and updated on the fly should a change be needed.

Oh no, Billy is sick today



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ROI - Return on Investment

The following is a high level chart displaying possible cost factors that an organization must manage and how

automating the Appointment Confirmation Process can be more efficient which will lead to Cost Savings.

Cost Factors Manual Automated

Time to confirm 30 customers 15mins X 30 customers = 7.5 hrs 2 Mins

Hiring/TrainingTime placing ads and interviewing and

training new staff30 Mins

Salaries Standard Salary, Taxes, Benefits N/A

Voice Mails Repeat calling or answering call backs Automated Repeated System

Sick Days Need to find replacement N/A

Reporting Normally SpreadsheetsAutomatically Generated - Configurable,

& Exportable

Enter your Calculated Cost About $3.00



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Conclusion

Almost in every enterprise, the employees and staff are the keys to their success. By Automating a very manual

process, now those staff members are liberated to help with more pressing and important tasks.

Nothing can replace a Personal Relationship that staff members offer to your customers. It is always preferred

to call and get a living and breathing person to help answer special questions.

Automating the Confirmation Process shouldnt reduce your staff but make your department more efficient.

With better tools your staff can be more efficient



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MamothGroup

1 Avenue Holiday, Suite 501, East Tower,Pointe-Claire (Montreal), Quebec, Canada

H9R 5N3

P: 866.210.1343E:[email protected]

Web: http://www.mamoth-group.com

MamothGroupConfidential 2010 Mamoth-Group, Inc.All Rights Reserved.Monday October 4 2010
http://www.mamoth-group.com/http://www.mamoth-group.com/mailto:[email protected]:[email protected]

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