Annie Admin Improves Call Efficiency with Aircall, Cutting Missed Calls by 17%
For trade clients across the United States, including HVAC engineers, roofers, plumbers, and landscapers, Annie Admin is a vital enabler when it comes to reaching more customers, more quickly.
Erica Davis, Annie Admin’s founder and CEO, started the company in 2014 when she saw a clear need for a modern way to help small businesses handle inbound calls, answer customer queries, and manage their CRM, data entry, and payment processing.
Founded in Dallas–Fort Worth, Texas, Annie Admin began with desk phones that Erica and her team often held under their ears while taking notes—a solution that was far from sustainable. Combine that with a poor customer experience and difficult-to-use call recordings and analytics, and they needed a phone system that could keep up.
“The phone is the most crucial part of our business and the most crucial part of our clients’ businesses because they're small, local home service companies. So if you don't answer the phone, you don't book the job, and they don't get paid. It's a negative domino effect. Being able to answer calls for them grows their businesses by 50% to 60%, and being able to do it efficiently grows our business by 35% year on year.”
Scaling Efficiently with Instant Number Creation & Call Recording
When Erica switched to Aircall, one of the first benefits she noticed was how quickly she could create new numbers as her team expanded.
“With our previous provider, there was a two-week turnaround every time we needed to create a new number. These were all things we thought were normal until we actually lost business because of how long it took to set up a phone line. And that's what really prompted me to look for another alternative,” Erica says.
Beyond number creation, Erica also needed to ensure all calls were recorded and easily accessible.
“Before using Aircall, we had to manually choose to record each call, so if the team member forgot to hit record, we didn't have it, and then they'd have to call the person back to say, ‘I'm so sorry! I didn't write this down correctly.’ So it made us look unprofessional. Now if there's an issue, we can just pull up the call recording,” Erica says. “It's really about being able to ensure that our team is doing what they're supposed to do and also that the service level is really high.”
Making the Most of Call & Voicemail Transcription
As the owner of Annie Admin, Erica simply doesn’t have the time to listen to every call recording. Enter Aircall’s new call and voicemail transcription feature.
"It's brilliant because it spaces out the conversations and the pauses, and you know what my team member said versus what the caller said, etc. So it makes it very easy to quickly see what happened, and then if I need to look deeper, I can listen to the call. But it's extremely helpful to see whether certain keywords were mentioned or if they offered to book the appointment. It's so useful to have that at my fingertips as an owner,” Erica says.
Unlocking the Power of Data
During a quarterly review with her Aircall Success Manager, Erica discovered that without using the Aircall Analytics dashboard, she might be missing key data insights.
“The price increase was more than worth it. I was instantly able to see much more detailed data than I could have ever imagined. The downside was that I found out some really alarming things that we had to quickly address as an organisation,” Erica says. “We quickly figured out who wasn't a good fit for our culture based on how they weren’t really performing or doing their role as they would report that they were, as well as who is just excelling and picking up every single attempted ring.”
She now uses analytics to keep track of ring attempts and checks each representative’s percentage of answered calls. As a result, she’s been able to set up more strategic call routing rules and even work out when she needs to hire more staff.
“I couldn't have had that information in accurate detail before. But we now know exactly when things are busy. It just really gives you what you need if you're running any kind of high–call volume environment,” Erica says.
When her team’s missed call rate gets between 3% and 5%, she knows that means she needs to hire more people, and she can plan the new hire’s schedule based on the busy periods shown in the Aircall dashboard.
Analytics also helps Erica prioritise what she calls her “Queen B job function”: answering the phone.
“Missed calls are extremely time-sensitive because if it's 100 degrees here in Texas, someone's AC is out, and they go to Google and type in ‘HVAC near me’, and that call isn’t answered, they're not going to just wait and hope that you call them back. They're going to hang up and call the next company,” Erica says. “The biggest complaint before was that calls weren't being answered quickly enough, so having Analytics Plus has been huge. The complaints and feedback are just non-existent at this point.”
Ready to make the right call with Aircall? Book a demo to see how Aircall’s industry-leading features can help you scale your team efficiently and achieve real business growth.