A Paperclip mantra is that when we answer your calls, we are an integral part of your team. This is true, however, for far more than answering calls. A key differentiator for Paperclip is the extent to which we interface directly with our clients’ business management systems.
Terminology: business management systems
In the context of this blog, business management systems is a catch-all term used to cover the wide range of different descriptors used for business software systems. Other terminology includes generic terms such as CRM (Customer Relationship Management) systems, practice management systems (healthcare), estates software (property sales and lettings) and more.
Some of the business management systems referenced in this blog are generic and used across multiple sectors e.g. Setmore, Slack, Google Calendars. Others are sector-specific, and some are very niche indeed. Sharc, for example, is software developed specifically for those providing canine hydrotherapy.
The advent of cloud-hosted systems means it has become far more straightforward for Paperclip to interact directly with clients’ management software.
Examples of client management software and CRM systems used by the Paperclip team
| Software | Sector | Website |
1 | Cliniko | Healthcare | cliniko.com |
2 | Semble | Healthcare | semble.io |
3 | Jane | Healthcare | jane.app |
4 | Nookal | Healthcare | nookal.com |
5 | Service M8 | Trades | servicem8.com |
6 | Sharc | Canine Hydrotherapy | app.sharcsoftware.com |
7 | Setmore | General – Appointment Scheduling | setmore.com |
8 | Google Calendars | General |
|
9 | Excel | General |
|
10 | Slack | General – Work Management/Productivity | slack.com |
11 | Jupix | Estate Agency | jupix.com |
12 | Street | Estate Agency | street.co.uk |
13 | Apptivo | General – CRM | apptivo.com |
Real-time data
When Paperclip onboards a new client, a series of protocols are agreed. These protocols could include authorised Paperclip team members accessing the client’s business management system and updating it in real time whilst they are on the call. Examples could include:
- Booking a property valuation on behalf of an estate agent client through Street, Jupix of one of the other property management software systems specific to the sector.
- Arranging patient appointments for a healthcare client through Cliniko, Jane, Semble or similar.
- Sending out a quote to a potential customer for one of our trades clients including electricians, plumbers and roofers using ServiceM8, Fergus or Jobber.
In each case, regardless of sector, the core benefit is the same. The Paperclip client’s system is updated in real-time so they have a clear and up-to-date picture of workload.
The data captured doesn’t have to be complex. For example, it could simply be checking with the caller to ensure the contact details held on the Paperclip client’s CRM system are current and accurate.
Adaptability and flexibility are vital success factors
Paperclip has a strong portfolio of clients active in the healthcare sector from private primary care providers (GP surgeries), to allied health professionals such as physiotherapists, osteopaths and podiatrists.
Taking podiatry as an example, several Paperclip podiatry clients use Cliniko as their practice management software. Although they ‘share’ the same choice of software, each practice configures Cliniko slightly differently to meet their own specific requirements.
Consequently, when booking or cancelling appointments for patients, Paperclip team members need to understand the ‘rules’ each podiatry client uses. Some, for example, may want to schedule extra time in for a first appointment, or have extended consultation times for specific treatments. Being able to handle a range of differing client ‘rules’ is not a skill that is learned overnight, and Paperclip invests heavily in ongoing training to ensure the team has the right skills.
Data security and confidentiality
As you would expect, all Paperclip team members are required to sign an NDA as part of their induction process. On its own, however, simply signing a document would be relatively meaningless. The Paperclip induction process also includes training on why data security and confidentiality are fundamental to the services we provide, and why it is incumbent on each and every team member to abide by the rules and procedures in place.
At the organisation level, Paperclip has strict GDPR protocols in place which are regularly reviewed to reflect changes in best practice including, for example, the storage and deletion of call recordings.
Above and beyond
Paperclip’s experience in working with different business management systems has been built up over 16+ years of operation. It is core to our ‘tailored’ approach to service delivery; professional, tailored and affordable.
Interfacing with clients’ cloud-based software systems works only because it is built on Paperclip’s commitment to strong call answering and call handling fundamentals. These are bedrock on which additional services can be delivered.
Such fundamentals include message taking, transferring calls, taking payments, admin support and more.
Conclusion: adding-value through real-time updating of management systems
I have included a table listing just some of the current client systems we engage with; new software is being added to the list all the time, both generic and sector-specific.
Like any successful business Paperclip uses systems to manage its operations. In the case of Paperclip these include Apptivo CRM and nCall Answering Service software. Consequently, we understand the importance of having data that is accurate, relevant and checked.
Even when we simply answer your calls, take messages, and transfer calls we are part of your team. As this article has shown, however, we can become far more integrated into your operations and add far greater value when we interface with your management systems.
To discuss you specific business management systems and the actions you would like Paperclip to undertake on your behalf, call me on 01246 418 181. Our existing customers enjoy working with us, and I am sure you would too.
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Hi, I’m Louise Bellwood, Director at Paperclip. I am responsible for delivering Paperclip’s customer service and growth strategies for 2024 and beyond, I am a crusader for the benefits call answering can deliver for organisations of all kinds; customer service, sales generation, customer retention and more. If you have a question about call answering – pricing, set-up, benefits – I would love to hear from you at louise@paperclip.co.uk or 01246 418 181.