Total Cost of Confirming Service Calls

the best answer is to automate

Monday, October 4, 2010

 Introduction
Automating the Confirmation Process
Most people are still used to getting phone calls throughout their workday for some type of Appointment
Reminder. These appointments range from by-yearly medical check-ups to routine vehicle service maintenance
at your Dealership.
All of these appointments are extremely important for both parties, but very time consuming to ensure people
don’t forget these appointments. It is possible to lose sight of the costs incurred in preventing the “No Show”
scenario.

For this reason, we at Mamoth-Communications focused on automating this long manual procedure to be
more efficient to ensure quicker results at a fraction of the current costs.

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010
 Hiring/Training
“Welcome, this is Day 1 of your training”
What is the true cost of Hiring and Training
Usually the hiring process can take a bit of time as everyone wishes to hire key people as they will represent the
organization to your customers. The cost of ads in local newspapers and/or online Job posting sites as well as
the individual that must sift through the pile of CVs can add up especially if a good candidate is not found
quickly. Once a good candidate is found, they usually need to be trained with regards to your organization, the
team they will be a part of and of course their new role. This can cost from one to several days.

With an automated system, training should take about 30 mins. It can be done one or several people at a time.
In addition, the training should be available online which allows the flexibility to be done at anytime and by
anyone.

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010
 Salaries
“Yahoo, it’s payday!”
What is the true cost of a manual service
Seriously, us humans are not cheap but we’re worth every penny. Why? Because we can do so many things.
Our ability to think and figure out problems are one of the factors that separate us from the animal world.

An organization’s staff is the key to their success. Yes the products or service are important, but it’s the people
that make them so good, built on time, under budget, providing exceptional service etc...

Confirming appointments is something of a repetitive process that can be automated but managed by
awesome and enthusiastic staff. They can spend more time taking care of the relationship with customers.
They can take care of any special needs that they might need etc... They can even still call those that don’t use
either email or SMS.

By automating the confirmation process, your key resources can be more productive and efficient.

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010
 Voice Mails
“Hello, my name is Billy, and I’m calling to confirm next
weeks Service Maintenance. Please call me back at...”
What is the true cost of Leaving Voice Mails ‘LVM’
We’ve all left and received voice mails and let’s face it, they’re a bit time consuming. In the past this was a great
service that was created to make sure people knew we tried calling and could leave an action point for the
recipient of the voice mail.

Today, people are so busy and are rarely at home to answer personal calls and should they receive a call on
their mobiles during work hours, odds are it will go into voice mail.

Usually to get ones voice mails, you’d need to dial in to a special number or code, listen to your options and
then listen to everyone. We all know people that don’t even bother listening to their voice mails anymore. Emails
and SMS seamlessly by-pass the voice mails as users can respond instantly when they have a free minute.

For an organization that needs to confirm appointments, this could be very costly. If the recipient needs to be
called several times, this takes time away from calling the other customers for that day.

Sending confirmation emails and/or sms’ via an automated system allows the recipients to reply at anytime
quickly and efficiently.

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010
 Sick Days
“Oh no, Billy is sick today”
What is the true cost should someone not be able to make it in to work
Businesses or Operations can not be dependent on one sole person. Should that person fall ill or can not come
to work for any reason, a replacement must be found and be ready to carry where left off.

By Automating the Confirmation Process you’re assured that all the necessary confirmations requests are being
sent, either by SMS or by Email. No manual intervention is needed as Appointments can be planned out
Months in advance and updated on the fly should a change be needed.

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010
 ROI - Return on Investment
The following is a high level chart displaying possible cost factors that an organization must manage and how
automating the Appointment Confirmation Process can be more efficient which will lead to Cost Savings.

Cost Factors Manual Automated

Time to confirm 30 customers 15mins X 30 customers = 7.5 hrs 2 Mins

Time placing ads and interviewing and

Hiring/Training 30 Mins
training new staff

Salaries Standard Salary, Taxes, Benefits N/A

Voice Mails Repeat calling or answering call backs Automated Repeated System

Sick Days Need to find replacement N/A

Automatically Generated - Configurable,

Reporting Normally Spreadsheets
& Exportable

Enter your Calculated Cost About $3.00

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010
 Conclusion
“With better tools your staff can be more efficient”
Almost in every enterprise, the employees and staff are the keys to their success. By Automating a very manual
process, now those staff members are liberated to help with more pressing and important tasks.

Nothing can replace a Personal Relationship that staff members offer to your customers. It is always preferred
to call and get a living and breathing person to help answer special questions.

Automating the Confirmation Process shouldn’t reduce your staff but make your department more efficient.

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010
 Mamoth Group
1 Avenue Holiday, Suite 501, East Tower,
Pointe-Claire (Montreal), Quebec, Canada
H9R 5N3

P: 866.210.1343
E: fritz@mamoth-group.com
Web: http://www.mamoth-group.com

© 2010 Mamoth-Group, Inc.

All Rights Reserved.
Confidential Mamoth Group
Monday, October 4, 2010