Success in the US for Two Men And A Truck

Following a successful trial of a centralised call centre facility for a number of Two Men And A Truck franchisees in the US, it is now being rolled out across the network in North America, and a trial of the initiative is being conducted in Dublin with a view to rolling it out in the UK and Ireland, too.

UK franchise director, Colm Hefferon, explained: “One of the benefits of being part of a large international franchise is that we can learn from and emulate initiatives that are making a positive difference in other countries.

“We’ve been monitoring a trial in the US of the Customer Relationship Center (CRC) and when we heard at the annual meeting in Austin, Texas in March how well it had worked, we started our own trial in Dublin and we’re hopeful it will be available to all franchise owners in the UK and Ireland soon.”

The CRC is responsible for booking in quote requests for complicated or larger jobs or providing immediate quotes for more straightforward work. The aim is to speed up and improve the customer experience as well as enabling the local franchise owner to concentrate on more marketing and sales activity in their territory.

Colm continued: “Having handled over 45,000 calls from January to May this year, the US CRC team has been able to learn what is working well and make improvements to the system where necessary. The number of moves being booked through the CRC has increased every month and the customer satisfaction levels are also higher than in January. So in the UK and Ireland we’re able to benefit from the feedback they’ve received and our current trial is based on the best practices established through the US trial.”