Natterbox +

About

Skedaddle Humane Wildlife Control is a leading franchise specializing in preventing and protecting homeowners from wildlife intrusions and pest control. Founded in 1989, they’ve helped thousands of clients across North America rid their homes of unwanted wildlife visitors using safe and humane methods. Today, Skedaddle provides service in over 40 locations and continues to grow and help homeowners.

Skedaddle faced significant challenges in managing and tracking calls from multiple service lines, including wildlife control, pest control, and professional holiday decorating. They had to handle a over 100 numbers, with some being used specifically for pay-per-click tracking. Their previous system, Dialpad, lacked the detailed reporting needed to track the source of each call accurately. This limitation made it difficult to analyze call data by service and location, causing inefficiencies in routing calls to the correct service lines and resulting in suboptimal customer experience. Skedaddle needed a solution that could scale with its expansion plan seeking new franchise owners in the United States.

Skedaddle implemented Natterbox, which provided a seamless integration with Salesforce. This integration allowed them to track and analyze calls with greater precision. Natterbox enabled Skedaddle to:

• Assign and manage multiple phone lines for different services effectively.
• Automatically route calls based on the service line and customer information, reducing the need for manual call transfers.
• Gain detailed reporting capabilities, allowing them to break down call data by service type and location.
• Improve the overall customer experience by ensuring calls were directed to the appropriate agents quickly and efficiently.

Since adopting Natterbox, Skedaddle has seen numerous benefits:

• Improved Visibility

Managers now enjoy 100% visibility of all calls in Salesforce. With centralized call information, wrap-ups, and transcriptions, managers can easily gain valuable insights into agent performance and call data. Skedaddle now has the ability to break down call data by service and location, which was previously impossible. This detailed reporting capability is crucial for analyzing call volumes and understanding customer needs across different service lines.

• Optimized Call Routing

The automatic call routing feature of Natterbox has significantly improved Skedaddle’s operational efficiency. Deployed in over 40 locations, Natterbox ensures that calls are automatically routed to the correct service line based on customer information and service territory. This has reduced the need for manual call transfers by 80% and minimized the time agents spend handling misdirected calls.

• Empowered to Do More 

Natterbox empowers Skedaddle to control their system configurations, allowing quick changes independently for report building and minor customizations without relying on lengthy support processes. This flexibility helps Skedaddle adapt and optimize their operations swiftly, reducing the time spent on administrative tasks by 50%.

• Enhanced Customer Experience

The integration of Natterbox has improved internal operations and enhanced the overall customer experience. Calls are routed correctly on the first attempt, reducing wait times and ensuring customers are connected to the right agents, contributing to higher customer satisfaction.