Industries · Industrial & MRO supplies
Part numbers, specifications, and a line that is down.
MRO calls are technical and urgent at the same time. Ava answers what is written down, and gets the rest in front of somebody who knows within the minute.
What your phone rings about
- “Have you got this part number, and how many?”
- “What is the equivalent if you have not?”
- “We have a line down — can anything be here today?”
- “Can you quote the full schedule?”
Ava · inbound
What she does with them
- Searches your catalogue on what the caller actually said, including the shorter and plural forms of a part they half-remember.
- Never reports a search back as a dead end — she takes the number and gets it in front of somebody who knows, and the answer is written down for next time.
- Marks a line-down call as urgent so it is seen rather than filed.
- Answers at night and at weekends, which is when a breakdown happens.
Sarah · outbound
What she does about the ledger
- Chases the accounts behind the emergency orders, which are the ones nobody gets round to invoicing twice.
- Keeps to your hours and your limits per customer.
- Stops the day it is paid.