News : Hirsch Pipe Supply Co.
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Sept 01, 2005
In today's fast-paced world, placing a customer on-hold can have detrimental reprecussions for a business. Surprisingly, industry statistics indicate that 70 percent of all business calls are placed on hold for an average of 45 to 60 seconds. Luckily, businesses are getting smart and realizing that this time doesn't need to be wasted; instead it can be utilized as an effective marketing tool.
Organizations and marketing firms, such as Phone-On-Hold Marketing Systems, are providing businesses with the benefits of on-hold marketing in a format that is convenient and customizable. Phone-On-Hold has been providing message management solutions to companies across the U.S. and Canada since 1984. The company finds that clients are becoming increasingly interested in the new-age of messaging systems, such as the NET 7000 from Premier Technoloies.
This IP-based digital message repeater utilizes audio productions stored in flash memory to distribute high-quality audio over the Internet or a digital network. The device intermittently polls an easy-to-use, web-based content management system for updated messages and can distribute the appropriate updates to client locations within minutes.
Pete Turpel of Phone-On-Hold is astounded by the amount of positive feedback he has received from clients who use the NET 7000 system, especially those who are trying to manage multiple locations.
"While on-hold messaging systems provide businesses with the opportunity to up-sell, inform and educate their customers, many companies with mulitple locations find it particularly daunting trying to both customize and coordinate their on-hold messaging systems," says Turpel. "With the NET 7000 we are able to provide our clients with a very hands-off stress-free approach to managing all of their on-hold systems."
One particular client that Turpel has seen benefit from the NET 7000 is Hirsch Pipe & Supply Company. Hirsch, a wholesale distributor of plumbing supplies, was having trouble managing the coordination and distribution of messaging tapes to its 11 locations across the greater Los Angeles and Orange County areas of California.
Knowing that Hirsch was progressive in terms of its capablilites, Phone-On-Hold encouraged the distributor to incorporate the NET 7000 into its branches' phone systems. Quick to recognize the potential of this state-of-the-art technology, Hirsch began using the NET 7000 systems two years ago.
Hirsch now uses the NET 7000 for general advertizing purposes and to announce current in-store promotions. Customers can be reminded about a vendor program that could win them a fishing trip or a free t-shirt one month, and learn about a new tankless water heater that just became available the next.
Hirsch uses an indentical format at all of its locations, however, the NET 7000 gives each store the capability to individually tailor its messaging if different promotions are running at different locations. Bob Berumen, marketing director for Hirsch Pipe & Supply Company, predicts that this feature could be extremely beneficial if the company ever decides to expand outside of California. "I am amazed at how effecient and easy it is to customize and change our on-hold messaging now," says Berumen. "The turnaround time for a new message is only a couple of hours. It used to take a coupld of weeks."
Berumen changes the company's message format once a month and appreciates the web-based application provided by Phone-On-Hold that allows him to make quick copy changes, select new music and adjust volume levels in a quick, easy process. Once he makes alterations they are immediately sent to Phone-On-Hold where staff perfects the text, coordinates voiceovers with professional talent, integrates the new music selection and uploads all of the changes within an hour.
"I no longer have to go through the process of calling someone every time I want to change our message system and then worry about getting the tapes delivered and the new messages uploaded in a timely matter," adds Berumen. "Now it's as simple as writing the text, downloading it onto the Phone-On-Hold web site, and letting them take it from there."