Engineering Firm Outsources to Maximize Growth to an Answering Service
December 19, 2016
Lamoure Engineering offers a variety of professional services, from designing water systems for cities and rural townships to land surveying. Dan Lamoure, PE, is the president of the company founded by his father Gene.
“We’ve always been a small, family company,” explains Dan. “For the past twenty years, our hometown has held fairly steady at about fifty-thousand people. During the past five years, though, we’ve had a real boom. Businesses are moving in, developments are being built, and we’ve even attracted a large software developer, which will help us grow even more in the future.”
The new development has had a dramatic effect on Lamoure Engineering. In the past, they would hire engineering interns from the university as office support staff. The interns could handle telephone calls, accounting, and appointment setting under Dan’s supervision. “This was a win-win for both of us,” said Dan. “They don’t teach you how to run a business in engineering school. They teach you all about physics, mechanics, and design. They don’t tell you what it’s like to operate a business. Our interns can see that side of things here, beyond straight engineering.”
The construction boom made it impossible for Dan to keep up with the demand for engineering services. He hired an office manager to supervise the interns and handle his routine bookkeeping. He spent more time in the field and hired two more engineers, one of whom was a former intern. Dan also put together a team of land surveyors to handle the growing demands of commercial clients.
“In this year alone, we’ve seen no less than four big-box retailers coming into this market. That’s dramatic growth,” said Dan. “It’s really exciting to be a part of it.”
His office manager researched options to cope with their growing business. She recommended outsourcing all after-hours and overflow phone calls to a telephone answering service. Dan agreed. “I had no idea how many calls we were missing until we hired the answering service. We often had all three lines busy, but I never thought about missed calls. I figured people would just call back. With the answering service we’re getting fifty percent more calls every day,” he said. “There are plenty of other firms to call if our line is busy; we were just losing business.”
Like his hometown, Lamoure’s business is growing. The new engineering staff, office staff, and additional interns have all played an important role. Dan is also quick to credit the additional help he received from his telephone answering service as a key reason for his growth. “Our answering service has played a surprisingly big part in our success.”
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry—and who helps businesses and organizations find the perfect answering service. Contact Janet at email@example.com or call 800-901-7706.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
Should You Use Direct Mail as a Marketing Tool For Your Answering Service?
If you’ve networked with other telephone answering service owners or attended many TAS meetings,, the subject of direct mail as a marketing tool is ...
Email Opt-Out Traps to Avoid
A great way to market your call center or answering service is with email marketing: you collect email addresses and send regular messages that contai...
Six Steps to Outsource Your Healthcare Call Center
Regardless of the reasons for outsourcing your healthcare call center work, pursuing a reasoned path is the surest way to a successful outcome. Here a...
7 Tips to Maximize the Sale Price of Your Answering Service
At the end of the year, some telephone answering service owners think about selling their business. They want to complete the sale by year-end. Often ...
How to Maximize the Valuation of Your Answering Service
Smart business owners are always looking for ways to increase the value of their business. You should, too. Whether or not you plan to sell your telep...
Outsource Your Healthcare Call Center Work to Reduce Costs
While a common reason to outsource healthcare call center services is to increase quality, an even more likely motivation is to save money. And saving...
Outsource Your Healthcare Call Center Work to Counter Labor Issues
Many areas in healthcare suffer from a shortage of qualified personnel. One common area is nurses, and many healthcare call centers hire nurses to wor...
What to Do When You Struggle with Sales and Marketing
Every telephone answering service and outsourcing call center owner wants to grow his or her business. There are only two ways to do so: growth throug...