Move on removals are a Boutique Removals company based in the South West. Move On specialises in servicing their clients to the highest of standards possible when carrying out what would usually be categorised as one of the most stressful and challenging tasks possible. When providing such a high standard of service, they pride themselves in their customer support and trusted reviews.
Due to such high demand, they were finding it challenging to keep on top of these services to their high standards, which is why they contacted Action PAs. Laura, their Action PA, ensures that each customer is contacted for an honest review. Once this review is received, she responds personally to each review based on that specific client's experience, providing additional trust and confidence to the end clients. She also manages the day-to-day emails for Move on; they pride themselves in responding and actioning a client’s email/concern as soon as possible.
Move on removals pride themselves in showing great empathy and authority towards its customers, which allows them to provide its customers with a great level of confidence and trust when moving home.
We support Move On and its 3 Directors by being accountable for the following.
● Email Management (3 Accounts)
● Customer reviews - Chase, Record, Respond
● KPI Preparations - Level 10 Meetings
● Customer Service emails
By completing the above Move On Removals has managed to maintain their high standards of customer support even through busy and challenging times. They have increased their online review presence significantly via Google Reviews and Which? Trusted Trader reviews. This has prompted more business and more referrals from existing customers.
We have outsourced to Action PA's for some time and find them professional, precise and knowledgeable. By using Action PAs, we are saving time and money and have minimized the dreaded administration throughout our business!
Action PAs provide excellent services and administration. By allowing them to take away the weight of email management, calendar management and systemising processes that would usually use up all of our available time around delivering our services. This has helped free us up to concentrate on the growth of our business.
I’m happy to say that we are exceptionally happy with Action PAs and the positive impact they have had on our business.
- Joanne Kallevik, Director of Move On Removals
Bristol Stone Masonry is a family-run business with over 10 years of experience in providing high-quality stonework and hardscaping services to customers in Bristol and the surrounding areas. Their team of skilled craftsmen specialises in the design, installation, and maintenance of stone patios, walkways, retaining walls, and other outdoor features. However, despite their reputation for quality work, Bristol Stone Masonry was facing challenges in managing their administrative tasks and responding to leads in a timely manner.
Bristol Stone Masonry was facing several challenges that were affecting their productivity and customer service. Their staff was often overwhelmed with administrative tasks, leaving them with less time to focus on their core business activities. Additionally, they were struggling to keep up with incoming leads and respond to them in a timely manner. They also had a significant invoicing issue that needed to be resolved.
Megan was introduced as their Action PA and worked closely with Bristol Stone Masonry to identify their challenges and develop a plan to address them. She started by implementing a default diary system for their staff members, which helped them to manage their time more effectively and accommodate incoming priorities, as well as providing training and support to their staff on bookkeeping, IT, and HR.
To address the issue of leads, she developed a system to reliably respond to them with confidence and ensure that they were uploaded correctly. She also gathered all the necessary information before delegating tasks across the team. This streamlined their workflow and reduced errors.
To maintain their supplier relationships, Megan creatively streamlined their payment process and actively processed large quantities of purchase orders. This allowed them to focus on their core business activities without worrying about administrative tasks.
One of the major successes was implementing a system to streamline incoming emails in a shared inbox. This improved their customer service reply speed by 80%, which significantly improved customer satisfaction. Additionally, Megan successfully increased the utilisation of their CRM from 20% to 60% by implementing, developing, and training their staff. This reduced their daily workload, allowing them to focus on other important tasks.
Finally, she meticulously approached a large invoicing issue between one of their clients and vendors. Through our negotiation skills, we skilfully concluded a large sum of outstanding monies being paid.
Megan’s resulted in significant improvements for Bristol Stone Masonry. They were able to manage their administrative tasks more effectively, which freed up more time for their core business activities. Additionally, they were able to respond to leads more efficiently, which improved their customer service and increased their revenue. The implementation of the CRM system reduced their daily workload by half, allowing them to focus on other important tasks. Finally, our successful resolution of the invoicing issue allowed them to recover a large sum of money that had been outstanding.
By working closely with Bristol Stone Masonry, Megan was able to identify their challenges and develop a comprehensive plan to address them. Then implementation of various systems and processes significantly improved their productivity, customer service, and revenue.
Megan: “I am proud to have helped Bristol Stone Masonry overcome their challenges and achieve their goals, and I look forward to working with other clients in similar situations.”
As the owner of Bristol Stone Masonry, I cannot recommend Megan's virtual assisting services from Action PAs highly enough. Megan was able to step in and help us overcome our administrative and customer service challenges, which had been affecting our productivity and revenue. Her expertise in implementing systems and processes to manage our workload, respond to leads, and streamline invoicing was invaluable.
Megan's default diary system, CRM implementation, and inbox management solutions allowed our team to work more efficiently and effectively. Thanks to her help, we were able to respond to customer inquiries more quickly, provide better customer service, and increase our revenue.
Overall, Megan is a pleasure to work with, and we were impressed with her professionalism, knowledge, and attention to detail. We highly recommend Action PAs to any business facing similar challenges. Thank you, Megan, for all your hard work and dedication to our success.
- Richard Payne, Founder of Bristol Stone Masonry
Preservation Treatments Limited has provided professional and competitive assistance and advice regarding Damp, Timber, and Waterproofing services since 1972. Their comprehensive client base includes projects for commercial, residential, public, and private sectors across Southern England with offices based in London, Winchester, and Camberley.
In 2021 Preservation Treatments Limited approached Action PAs for assistance in streamlining and supporting the administrative process for three of their Surveyors based in and around Gloucester and the Cotswolds. The support required covers the onboarding process from the client’s first point of contact to issuing the final report and liaising with the extended Preservation Treatments Limited team.
By working collaboratively with Preservation Treatments Limited’s Senior Regional Surveyor during the initial onboarding process, Action PAs were able to quickly identify the support that would best assist PTL in serving their client’s needs.
The Call Management Team are on hand to take the potential client’s contact details and pass them along to both the Surveyor and their Action PA assigned to PTL, Kim.
The Surveyor will then contact the client to arrange an appointment and to collate the information needed to further the onboarding process using an intake form designed specifically for this purpose.
Kim will then input the intake form information onto the CRM and advise the Surveyor of the reference number.
After the Surveyor completes the site visit, Kim will track the status of the report and flag any outstanding reports if necessary.
Once the Surveyor completes the report and uploads it to the CRM, Kim will proofread the report and make any formatting changes necessary to ensure that all documentation is cohesive and complete.
Kim will confirm payment has been made if necessary and issue the report to the client along with supplementary documentation as required.
Kim will also be on hand to deal with any miscellaneous queries from the surveyors, clients and the extended PTL team when needed.
The scope of work for Preservation Treatments Limited covers two Surveyors and one Senior Regional Surveyor in the following aspects.
Call Management Service
Monthly Call Management Audit
Weekly e-mails to Surveyors tracking the progress of their reports.
Reports: proofreading, editing, querying if necessary, issuing to the client.
E-mail Management: Daily checks of 3 inboxes, forwarding e-mails to the appropriate person, responding where necessary and filing of e-mails into the appropriate folders.
Working with other members of the Preservation Treatments Limited team to ensure a fluid and complete experience for their clients.
This process resulted in an effective pathway to ensure that Preservation Treatments Limited’s clients would experience a seamless onboarding process, an effective site visit, and receive a concise and complete report.
Clients receive reports within 24-48 hours of the report being uploaded to the CRM.
Surveyors are able to complete their reports without having to worry overly about the finer details such as spelling, formatting, or grammar. This gives them more time to focus on the technical aspects of the service.
Surveyors are able to reach out to their PA with any queries which leads to a reduction in the workload of the employed admin staff within the three main offices.
Electra was able to confirm our requirements and went to work matching our enquiry with one of Action PAs many packages.
Kim has helped us with our journey to implement better lines of communication. A large part of our customer experience is to get our reports to clients in a timely and professional manner, Action PAs are helping us to realise our goal regarding this.
Using a company for our admin was new territory for us, as outsourcing any part of what we do can be problematic as our terminology is very specific to our industry and were initially concerned if this could work for us at all. I’m happy to say that after 6 months we are exceptionally happy with Action PAs. and the positive impact they have had on our business.
As such ProTen have no reservation in recommending Action PAs for their excellent service and administration, which has helped free us up to concentrate on the growth of our business.
- Jeremy Johnson, Senior Regional Surveyor