Customers do not care which branch they reach, they care that someone answers and knows their job. For businesses with several locations, that starts with routing.
1. Decide what the brand number is for
A single brand number on your website and vehicles is easier to remember and easier to track. Keep local numbers for existing customers who already have them saved.
2. Route by location, not by menu
Phone menus that ask callers to pick a branch lose callers. Instead, route by the caller's zip code or address, or by the customer record if they are an existing customer.
3. Share the knowledge, keep the local details
Policies, prices and the greeting should be the same everywhere. Hours, staff and service areas should be local. Callmate keeps brand rules in one place and local details per assistant.
4. Measure every location the same way
Answer rate, booking rate and revenue per call, side by side. Differences between locations are usually process, not people.
5. Roll out in stages
Start with one location, compare a month of numbers, then roll out the rest from a template. Most multi-location customers are fully live within two weeks.
