The Client
Fernando Escarceaga and his brother Armando Escarceaga own both Office Pride and Twinity. Office Pride was created when they sought to invest in something scalable, ultimately choosing the cleaning services industry—a business that is always in demand and profitable. Twinity, established 1-2 years ago, focuses on property management. Interestingly, it’s a fun coincidence that the brothers are twins, which inspired the name "Twinity." They saw an opportunity to leverage their experience with Office Pride, recognizing that homes and Airbnb rentals also require cleaning services. By utilizing the workforce from Office Pride, they maximized efficiency across both businesses. Their passion for real estate drives their success, and they truly love what they do.
THE CHALLENGE
As business owners, they manage day-to-day operations, including taking calls and handling various administrative tasks. However, they find these calls to be both disruptive and time-consuming. Hiring an in-house receptionist in the U.S. is also quite costly, so they sought a more practical solution. They believe that anyone who speaks English and knows a bit about the business can handle phone calls, which led them to discover Easybee.
THE SOLUTION
Easybee became their solution after it was recommended by a member of the Office Pride team. After researching our company, they found that we offered a cost-effective solution without compromising on quality. After carefully deliberating between other answering services and Easybee, they chose us. While we faced some challenges initially as we adjusted to managing both of their accounts, we used their feedback to refine the script and improve their overall experience.
Office Pride benefits from two key features of Easybee’s services:
Message Taking
We gather essential caller information and promptly send detailed messages to the relevant team members.
Patching
For both potential and existing clients, we transfer calls to the appropriate team members through a warm transfer. If the intended recipient is unavailable, we take detailed messages for follow-up.Twinity benefits from two key features of Easybee’s services:
Message Taking
We gather essential caller information and promptly send detailed messages to the relevant team members.Patching
We transfer calls through a warm transfer to the appropriate team members, whether the caller is interested in property management, booking, is a guest, or has a specific inquiry. If the intended recipient is unavailable, we take detailed messages for follow-up.
THE RESULTS
Despite a few minor hiccups early on, we adjusted the script as needed, which significantly improved their experience, and they are now very satisfied. Easybee’s fantastic support team is always responsive, which they greatly appreciate. We’ve alleviated much of their stress by handling non-critical calls—such as spam, ghost calls, and sales or marketing inquiries—and filtering them out. Our operators treat their callers with care, and this has helped them become more efficient overall.
If they could make a recommendation, it would be to opt for a virtual receptionist service like Easybee. In the early stages of your business, funds are often limited, and you find yourself wearing multiple hats—acting as the receptionist, sales representative, billing contact, customer service agent, etc. This can quickly become overwhelming and stressful. If you’re facing similar challenges, delegate tasks as soon as possible to Easybee without breaking the bank.
