Case study
Missed Calls Turned Into €22,344 of Bookings
A Malta service business now sees every call it misses, calls the person back, and turned those calls into bookings.
The problem
Calls nobody could see.
When the team was busy with customers, calls rang out. The caller moved on, and nothing in the business recorded that they had tried.
A report can only count what happened. A call that never connected left no trace, so nobody knew if it was five a week or fifty, or what those callers were worth.
What changed
See it first. Recover it second.
First we made every missed call visible. Then reception got an alert within minutes with the number to call back, while the person still wanted what they rang about.
A person stays in charge: reception makes the call and books the appointment. Nothing is booked without them.
Result
Six weeks, measured.
€22,344
of bookings from missed callers
42%
of missed callers booked
Counted from the booking system, not estimated, and excluding the single largest booking, because one lucky client is not a business case. The bigger win: a loss nobody could see is now a number the business watches every week.
Start with the workflow
See what can be automated.
Tell Kaizen Institute Malta where work slows down. We will map the system, its controls and the right human hand-offs.
Discuss Your Workflow