Case Study: Deluge of Calls Challenges High-Profile Businesses

Challenge: Heavy Incoming Phone Calls

Many businesses face the problem of managing and prioritizing large volumes of calls. That problem can be especially acute when dealing with high-profile clients. Even with staff members screening calls, executives need to be notified of incoming calls. What’s more, they often need to be able to respond quickly without having to speak, write or type.

Companies such as Gorfaine/Schwartz Agency, peermusic and Universal Music Group were looking for effective ways to meet this important challenge.

The Gorfaine/Schwartz Agency, Inc. has been representing composers, songwriters and music supervisors for more than 20 years. Their agents deal with an average of 200 calls a day from some of the music industry’s most sought-after talent. Assistants answered and fielded calls, but it was difficult for them to let the agents know who was on the phone. The agency tried instant messaging software, but it did not meet their needs for security, scalability and ease of use.

peermusic, a major independent music publishing company, has more than 200 employees in 32 offices worldwide. On any given day, the IT person received six to eight voice mails seeking IT support, in addition to the many phone calls between offices. peermusic’s phone bills just kept mounting.

Even with three assistants, it was hard for a Universal Music Group executive to keep up with his incoming phone calls. The staff used a creative, but antiquated means of alerting him to new calls. The assistants wrote the caller’s name on whiteboards. The executive held up a fan to signal to them to take a message, put the caller on hold, or put the person through. This was effective, but inefficient.

Solution: IMiN™ Communicator Gives One-touch Control

All three companies have adopted the IMiN Communicator instant messaging software from RBZ&A. The agents and executives can program any message and send it to their assistants with one push of a button. This allows them to multitask efficiently without interrupting other calls.

The results are impressive and quantifiable. The productivity of the agents and assistants has increased twofold at Gorfaine/Schwartz; and Universal Music Group, which now has 350 users on its system. Clients are receiving the undivided attention they deserve.

For peermusic, the savings on the intra-office phone bill paid for IMiN the first week. The IT department now receives no calls for support and even the e-mail volume has decreased drastically.

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