CASE STUDY Elevating Efficiency: How Bryten Leveraged an Answering Service to Elevate Customer Service

Executive Summary

At Bryten, delivering exceptional customer service is at the core of their business. However, they faced growing challenges in managing inquiries effectively, ensuring prompt responses, and maintaining consistency in their communication processes. Bryten needed a solution that could enhance efficiency, reduce human error, and create a seamless experience for both their team and residents. That’s when Bryten turned to Courtesy Connection.

In 2024, using Courtesy Connection, the average Bryten site:

1. Made 87 outbound calls, keeping staff member cell phone numbers private
2. Received 333 call transcriptions, saving 32.5 hours of time listening to audio
3. Used AI to score 114 calls for customer service and customer sentiment

The Problems Before Courtesy Connection

Before implementing Courtesy Connection, sites used a legacy answering service, leading to:

1. Delayed Responses: Managing resident inquiries in a timely manner was difficult, leading to inefficiencies.
2. Human Error: Without a centralized system, communication gaps and inconsistencies were a challenge.
3. Operational Inefficiencies: Staff members lacked the tools to document and track interactions efficiently.
   

Key Features That Made a Difference

• SMS Texting for Instant Communication
  The ability for on-call staff to send real-time text updates to residents has been a game changer. This feature allowed Bryten to address inquiries quickly and efficiently, enhancing responsiveness and engagement.
• Note-Taking for Seamless Documentation
  The Bryten team can now document observations on the fly, ensuring that important details are captured and shared across departments. This has improved collaboration and reduced the risk of miscommunication.
• Call Recording for Quality Assurance
  With call recording, Bryten can review conversations for accuracy, provide better training to our staff, and ensure that residents receive consistent, high-quality service.

Solutions

Courtesy Connection addressed these challenges by providing a structured, organized, and automated communication system that significantly improved our day-to-day operations.

Results

• Improved response times, reducing delays in handling inquiries.
• Greater accuracy in communication, minimizing errors and inconsistencies.
• Streamlined internal processes, making it easier for staff to collaborate and provide top-tier service.

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