CallRail Case Studies Toronto Tees rescues 15-20% of their lost leads thanks to Lead Center

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	Toronto Tees rescues 15-20% of their lost leads thanks to Lead Center CallRail

Toronto Tees rescues 15-20% of their lost leads thanks to Lead Center

CallRail

Technology Category	Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Use Cases	Remote Asset Management
Services	Cloud Planning, Design & Implementation Services
Challenge	Toronto Tees, a custom t-shirt printing business, was facing a challenge in managing their online and phone orders. The team members were also responsible for operating a brick-and-mortar store, which made it difficult for them to handle incoming calls. They designated one person, Kyle Pullin, to be the principal customer service contact. He was receiving about 100 calls per day, which were forwarded to his cell phone. However, this system was not efficient as he had to pick up the phone even when it was a personal call. The owner, Joe, was also facing staffing issues due to COVID-19, which made it difficult to have someone available 24/7 to pick up phone calls. Read More
About Customer	Toronto Tees is a custom t-shirt printing business based in Toronto, ON. The company has been in operation for 17 years and has two retail locations. While most of their team works from these two retail stores, the majority of their business comes from their website and phone calls to their customer support line. The owner, Joe Taylor, estimates that about 95% of their orders now come through online, a significant increase from 50% around half a decade ago. The company has designated one person, Kyle Pullin, to be the principal customer service contact. Read More
Solution	Toronto Tees implemented CallRail's Lead Center as their business communications solution. This system allowed them to manage their calls more efficiently. The owner, Joe, found the system to be very useful in managing their leads. Kyle, who was responsible for taking calls and routing orders to the stores for printing, became a power user of the Lead Center mobile app. This allowed him to manage his calls more effectively and separate his personal calls from business calls. Read More Log in to view content
Contents

Technology Category

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Use Cases

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

Challenge

Toronto Tees, a custom t-shirt printing business, was facing a challenge in managing their online and phone orders. The team members were also responsible for operating a brick-and-mortar store, which made it difficult for them to handle incoming calls. They designated one person, Kyle Pullin, to be the principal customer service contact. He was receiving about 100 calls per day, which were forwarded to his cell phone. However, this system was not efficient as he had to pick up the phone even when it was a personal call. The owner, Joe, was also facing staffing issues due to COVID-19, which made it difficult to have someone available 24/7 to pick up phone calls.

About Customer

Toronto Tees is a custom t-shirt printing business based in Toronto, ON. The company has been in operation for 17 years and has two retail locations. While most of their team works from these two retail stores, the majority of their business comes from their website and phone calls to their customer support line. The owner, Joe Taylor, estimates that about 95% of their orders now come through online, a significant increase from 50% around half a decade ago. The company has designated one person, Kyle Pullin, to be the principal customer service contact.

Solution

Toronto Tees implemented CallRail's Lead Center as their business communications solution. This system allowed them to manage their calls more efficiently. The owner, Joe, found the system to be very useful in managing their leads. Kyle, who was responsible for taking calls and routing orders to the stores for printing, became a power user of the Lead Center mobile app. This allowed him to manage his calls more effectively and separate his personal calls from business calls.

Impact #1	The implementation of Lead Center has allowed Toronto Tees to manage their calls more efficiently.
Impact #2	The system has helped in separating personal calls from business calls, making it easier for the team to manage their tasks.
Impact #3	The Lead Center mobile app has been particularly useful for the principal customer service contact, Kyle, in managing and routing orders to the stores for printing.

Impact #1

The implementation of Lead Center has allowed Toronto Tees to manage their calls more efficiently.

Impact #2

The system has helped in separating personal calls from business calls, making it easier for the team to manage their tasks.

Impact #3

The Lead Center mobile app has been particularly useful for the principal customer service contact, Kyle, in managing and routing orders to the stores for printing.

Benefit #1	The business converts about 10% more of their leads since implementing Lead Center.

Benefit #1

The business converts about 10% more of their leads since implementing Lead Center.

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Overview

Toronto Tees rescues 15-20% of their lost leads thanks to Lead Center

Operational Impact

Quantitative Benefit