Beantown Bed & Biscuit is a prime example of a millennial-owned business benefitting from internet based business phone services like Telzio for multi-faceted operations.
Beantown Bed & Biscuit is a full-service dog business in Brookline, Massachusetts with a catchy name and pretty cute Instagram pics. With the full range of complementary services they offer, it’s easy to see why humans would take their beloved animals to their facilities.
Services at the Beantown Bed & Biscuit include:
- veterinary care,
- walking, and
The company’s founder, Adam Van Der Beek, has chosen to rely on Telzio for business phone services to satisfy their feature, budget, and quality requirements. Van Der Beek states:
Our phone line is busy throughout the day with customers calling/texting in about their pets, so it’s vital for us to have a reliable system that can route calls/messages efficiently and free us up to do our jobs.
With multiple teams working in different offices and customers relying on them to care for their furry family members, reliable and functional phone service is vital, including the ability to:
- send and receive text messages,
- route customers to the right place quickly,
- set different business hours for each day,
- provide emergency off-hours contact info, and
- manage voicemails.
The multi-operational dog business has customized a setup with Telzio to make it easy and reliable for customers to get in touch.
Adam Van Der Beek made a bold move in 2009 while pondering about life-fulfilling work. With his dog Rowdy and his family behind him, Van Der Beek made the brave decision to quit his corporate job and build a complete, holistic wellness center for human’s best friend.
It’s not hard to see the success they’ve had from their consistently positive reviews and impressive team. Using the same thoughtful and practical approach to his business, Van Der Beek sought out for business phone services, and came to Telzio, stating:
Telzio gives us all the features we need to manage our different operations, and the call quality and customer service has been excellent from the start.
Here are some of the ways this business owner uses our service.
A sure sign of a millennial is all the texting. It’s always convenient and customers use it.
A nice cost benefit with Telzio is that all
incoming text messages are included.
Van Der Beek has no need for concern about charges for more incoming texts as they grow since inbound SMS is included with all phone numbers.
The staff at Beantown Bed & Biscuit can respond to texts on the mobile app or through the dashboard.
Texting through our mobile app is just like regular texting on a phone. Users can see a list of texts, swipe left to delete, tap to open, and send new messages. Texting through the dashboard is equally easy, where users can view and respond to messages right on our website.
Using Telzio’s SMS feature, Beantown Bed & Biscuit enables customers to text in about appointments, questions, and to let the staff know if they’re running late. Texting is easy for customers and it allows the staff to keep their attention focused on the animals.
The first matter of business when a caller comes in is to get them to the right place right away. The vet clinic operates in its own branch of the facility, while other pet services like grooming, walking and daycare run as a separate unit.
While the different departments complement each other, they also operate independently, and the IVR menu routes calls accordingly.
Using the IVR Menu feature, Beantown Bed & Biscuit recorded a professional greeting, and provided callers with options to speak to a member of the vet staff or someone from the other caregiving services.
This paints the beginning of the picture. Pressing one leads us to the vet clinic, and pressing two leads us to the grooming/daycare/walking department.
Beantown Bed & Biscuit opted for a simple welcome greeting that’s clear, brief, and cuts down customers’ time on the phone.
Beantown Bed & Biscuit has various hours of operation throughout the week, and to route calls accordingly, they use Telzio’s opening hours feature.
Van Der Beek customizes their business hours by marking the checkboxes for days they are open and setting the times, creating two paths for incoming calls – one path for open hours and a second path for closed hours.
Now we can see the call flow coming together. What comes next takes callers to a live person or a prerecorded greeting.
By creating users for each one of their staff members, each person is able to make and receive calls with their desk phone or our mobile app.
Another cost benefit Telzio adds for the company’s bottom line is by providing unlimited users, and reducing the cost of supporting a growing staff.
By now the call flow is routing callers to staff members.
Unless it’s off hours. In that case, Beantown Bed & Biscuit uses voicemail for two purposes.
While most of us agree voicemails are inefficient and not preferred, the world is not ready to dismiss it. If people are still using fax, which they unfortunately are, voicemail is not going anywhere soon.
If all hands are full at Beantown Bed & Biscuit or if the business is closed for the day, callers will:
- hear an announcement for emergency calls, and
- then have the option to leave a voicemail.
And that takes us to the end of a complete call flow.
General Voicemail – Voicemail is necessary for businesses like veterinary offices, medical practices, and other professional services. Bed & Biscuit uses a general voicemail box, and sends voicemails to their main email.
User Voicemail – It’s becoming more common practice for companies to offer their employees to opt out of voicemail, such as Coca-Cola and JP Morgan. For back office operations, some employees may only have the need for basic calling and rely more on email.
For their front desk needs, Bed & Biscuit uses a shared voicemail for each department.
Setting Up Business Phone Services
As far as millennials and internet users go, setting up business phone services with Telzio is a cinch. Van Der Beek was able to set up a call flow in minutes with no help at all.
Diana is the Chief Customer Officer at Telzio and enjoys helping customers get the most out of their Telzio services.