Case Study: a multi-location swim school tracks calls and improves customer experience with 800response

Multi-location Swim School - Customer Case Study

Multi-location Swim School, a year-round swim school with 12 locations across Long Island, NY, worked with NEXTGen Advertising to run radio, TV, and social campaigns promoting 866-SAFE-SWIM. The business received about 800 calls a month, but it lacked call tracking analytics and call recording, making it difficult to measure campaign performance or monitor the customer experience.

By moving its vanity number to the 800response platform, the swim school gained call tracking and call recording to better understand caller behavior and evaluate ad campaigns. With insights from 800response, the company changed its call handling process by routing all calls to a corporate call center for more consistent handling, freeing location managers and improving appointment management. This helped streamline the customer experience and identify the best location and instructor for each caller’s swim lesson needs.