THE CLIENT
Since 2011, Penguin Air & Plumbing has provided air conditioning, heating, and plumbing services to customers in the metropolitan Phoenix area. They work to provide the very best in quality workmanship and customer service. They’re also committed to upfront pricing, 24/7 support, and same day service.
THE CHALLENGE: PEAK SEASONS, HARD LOSSES
Penguin Air & Plumbing knows how important it is to have a fast response time, especially in the desert. Each year, Phoenix averages 110 days with temperatures exceeding 100 degrees. When a client’s air conditioning or electricity fails, it can quickly become a matter of health and safety.
According to their Operations Manager, “When someone’s air conditioning is not working, they’re not waiting to receive service. Our response time has to be within minutes -- or they’re on to the next company.”
Add these emergency calls on top of Penguin Air’s regular maintenance calls, and they had a real problem on their hands. The call volume was overwhelming, and they were in danger of losing customers.
THE NEXA SOLUTION: QUALITY SERVICE, FAST
Nexa virtual receptionists are available around the clock, 24/7. The Penguin Air team doesn’t need to worry about trying to manage after-hours calls on their own-- Nexa has it handled.
NexaHomeServices receptionists are also trained specifically in each company’s emergency dispatch procedures. As a result, they’re able to get the Penguin Air team on the road faster than ever.
THE RESULT: A TRUSTED PARTNER
Today, Penguin Air feels like they are working with a true partner.
Penguin Air has increased customer conversions by 20% with NexaHomeServices handling call overflow during business hours. Nexa has also helped Penguin Air avoid $30K in costs because they no longer needed an in-house solution.
“We now know how important our answering service is; it helps create a whole new level of loyalty and trust with our existing customers. Now, we consider Nexa a true part of the Penguin Air & Plumbing family.”
