Case Study: Authority Brands achieves streamlined multi‑brand call operations and higher appointment rescue with Marchex

How Authority Brands Optimizes Sales Call Operations and Performance Across Multiple Franchise Brands and Locations

Authority Brands, the franchisor of multiple home‑service brands with roughly 1,900 locations, faced growing difficulty getting a consistent, enterprise‑wide view of call performance, marketing impact, and customer experience across internal and external call centers. To standardize call measurement, routing and recordings across brands and locations, Authority Brands turned to Marchex and its call‑tracking platform.

Marchex implemented a single platform with call tracking and recording, IVRs, Zip Routing, Broadcast Messaging, call dispositions, Advanced Call Demographics and real‑time Sales Rescue alerts to route calls correctly, surface missed opportunities and enrich marketing data. The solution gave Authority Brands top‑down visibility, coaching opportunities and campaign optimization; it also reclaimed missed sales and improved call conversion rates by over 3%, driving higher ROI.

Authority Brands

Amie Spence

Director of Call Center Operations