Maryland-based 5 Star Plumbing, Heating and Cooling has a clever way of describing their company’s service hours: They’re available every “Monday through Sunday,” from “12:00 a.m. to 12:00 a.m.” And yet their entire staff is able to leave the office each day at the end of normal business hours.
So, how is a small business like 5 Star able to offer 24/7 emergency plumbing and HVAC services without needing either a team of employees on site around the clock or an outsourced customer-support service to handle their after-hours calls?
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The RingCentral feature that makes 5 Star’s 24-hour service run smoothly
Here’s how Matthew Magnolia, the company’s Operations Supervisor, describes just one of the RingCentral features that his team “loves and uses every single day”:
“Call forwarding allows us to leave the office at normal operating hours and forward calls from our RingCentral [business number] to anyone of our office personnel’s mobile cell phones. We’re a 24-hour-a-day, 7-day-a-week emergency service company, and we have to answer the phone 24/7. Now, if I miss a call, it’s going to get forwarded to one of my next office managers, and we’re able to maintain optimal efficiency and, most importantly, keep the customer happy.”
Judging from the company’s outstanding customer reviews—they’ve earned essentially all 5 stars and “A” grades across the major service-review sites—5 Star is doing an excellent job of keeping its customers happy.
But call forwarding isn’t the only RingCentral feature the business credits with helping them maintain their stellar reputation.
Another RingCentral feature that’s “absolutely huge” from a management standpoint
“One of my absolute favorite features RingCentral offers is call recording,” Magnolia explains.
“If there’s a problem with a customer, and a customer files a complaint, we’re able to go in and listen to that service call from the time it was taken to the time that call was booked. In a small business, that’s huge. If there was a problem, we’re able to find it—and prevent it from happening again.”
See for yourself how enthusiastic this company is about call forwarding, call recording, and the other ways RingCentral is improving their operations:
Originally published Aug 20, 2019, updated Aug 16, 2021