Simpler Smarter Communications

Case Study - True North Drafting

• Audio Interview with Bruce Wayne: Bruce talks about his experiences with Lypp and why it ended up being the best conference call service for them. {COMING SOON}

True North Drafting (TND) (http://www.truenorthdrafting.com) is a specialty CAD drafting company located just 150 miles north of Seattle in Vancouver, BC, Canada. TND specializes in providing first class shop drawings to glazing contractors and industry manufacturers throughout the western United States and Canada.

What started out as a one man drafting service in 1995 has gradually evolved into a reliable team of design draftsmen with an excellent reputation for identifying and solving potential design problems.

The staff team at True North Drafting strives to treat each of their clients as if they were their only client, by providing an unsurpassed level of service and quality. The highest level of pride and confidence is evident in every drawing that leaves our office.

The Challenge

Though the company was growing rapidly, management was eager to improve the efficiency of its communication with clients and vendors.

TND has a typical in-house phone system (PBX) that provides them with the basic features expected from an legacy installation. Since they have never been exposed to more advanced telephony features, the challenge was 2-fold. First was to educate them on what was possible without any additional CAPEX (Capital Expenditure). Second was to improve their call efficiency through better automated scheduling and call recording to eliminate redundant conversations within their community.

"Once we began using the Lypp Automated Call Scheduling feature to create our teleconferences and notify our customer of the same, we were able to simply set-it and get on with our other tasks."

In 2007, True North Drafting turned to Lypp for not only a conference calling solution but a better way to manage their outbound calling in general. In a matter of months, Kelly Wayne, CEO, says they could plainly see that the Automated Call Scheduling and Recording features were not only enhancing their efficiency but it also reiterated the essence of the company's success, to provide the best possible service.

The Results

"To be honest, we were not overly convinced that this would work and it started out more as an experiment. It soon became obvious that it was having a profound affect and our customers truly appreciated the timely communication," says Wayne. Using Lypp, he was able to use the scheduler for one-to-many and one-to-one calls. "Our office efficiency has increased 60 percent - all without anyone actually dialing the Phone. The phone just rings when it's supposed to and the customer is none the wiser. They think we are simply executing on our promise to provide the best possible service, Lypp does that."

Better results from Automated Call Scheduling:True North Drafting focused on improving their communications process, and immediately saw a bump in office performance, even while reducing its overall outbound long distance budget by 20%. The company has since hire additional staff and increased its outbound call volume, and continues to maintain very strong performance gains.

"To be honest, we were not overly convinced that this would work and it started out more as an experiment. It soon became obvious that Lypp was having a profound affect and our customers truly appreciated the timely communications. Our office efficiency has increased 60 percent - all without anyone actually dialing the Phone. The phone just rings when it's supposed to and to the customer, they think we are simply executing on our promise to provide the best possible service, Lypp does all the work."

Less repetitive conversations with Recording: In addition to improving call process, True North Drafting was able to judge the effectiveness of time spent on the phone. Even though the company had increased it's outbound call volume, the time spent on those calls became more efficient. After using Lypp's recording features for call recording and tracking, TND increased its on-phone sales closure rate. "Once we began using the Lypp recording features to record all of our calls, we were able to decrease the number of repeat calls we would have with personnel who were not on the call but should have been,"says Wayne.

Lypp Mobility make sense for SMBs: Finally, True North Drafting was able to leverage the mobile features provided by Lypp to add new calls to their schedule even if they were not at a computer. "Using the Lypp Mobility features, we found that we could operate like we had immense technology at our disposal." Wayne says. "We were already using the web-based version of the Lypp service everyday but to be able to leverage all of those features from our mobile phones was a real coup." TND will continue to use Lypp to refine their communications process. "Before Lypp we had to remember to call our customers by creating repetitive calendar alerts, something that didn't always work when we were mobile, now we can simply set it from our mobile phones and the rest happens on it's own," Wayne says. "Lypp has had a huge impact on our business.